📖 Intro

I had many conversations with my colleagues about their cooperation with clients. In these stories, this cooperation sometimes ended suddenly, and sometimes this “death” was long and slow. If a client employs hundreds of people from a given outsourcing company, this end is painful. It leaves many questions unanswered - although many people guess the answers. So let’s ask ourselves this question: why do companies lose their customers?

🚩 Lack of clear communication

In my opinion, one of the key reasons why customers give up cooperation with IT companies is the lack of clear and effective communication. Customers expect regular updates on work progress, problems, and changes in the project. Lack of such communication may lead to frustration, misunderstandings, and, as a result, termination of cooperation.

🚩 Delays in project implementation and poor quality of services

Delivering projects on time is a key element of cooperation. Customers have their own schedules and expect the IT company to meet the agreed deadlines. Frequent delays can lead to serious problems and loss of confidence. Customers also expect high-quality services that meet their needs. If an IT company provides low-quality products or services, customers may stop working and look for more competent suppliers. Insufficient technical support Customers expect an IT company to be available and ready to provide technical support when problems arise. Insufficient support or slow response times can lead to frustration and disengagement.

🚩 Assigning people to projects who do not have the required knowledge and experience.

It happens that decision-makers assign the wrong people to a project. Work that requires experience at the Senior level is transferred to Mid (not to mention Juniors). Gaps in experience or knowledge are often visible to the naked eye. If the implementation of tasks takes longer or the quality of the solutions provided is insufficient, this is a reason to terminate the cooperation.

🚩 Lack of initiative

It sometimes happens that the project team consists of people who only do the bare minimum. They get a task, they perform the task and that’s it. They don’t ask questions, they don’t wonder whether the task makes sense, and they don’t compare ideas and solutions. Customers like it when the team is involved when it provides value that it cannot provide on its own - that is, a new, fresh perspective on the project. When this is missing, doubts begin to arise as to whether this company is worth cooperating with.

🚩 Incompetent leaders

IT projects often require quick decision-making. Incompetent leaders may avoid responsibility or delay making decisions, leading to delays and escalating problems. Leaders who are not prepared for their role may also fail to recognize potential threats or fail to take preventive actions, leading to unforeseen problems and project disasters.

🚩 The company’s attitude towards the employee

Companies that care about their employees, providing them not only with appropriate tools and resources for work but also support in developing competencies, can keep their morale high. In this way, they also let him know it is worth investing in him because he is an important employee. The lack of a sense that the company cares about the development of its employees may be the reason why specialists lack a “fresh” look at problems, job satisfaction decreases, and motivation drops, which in turn may affect the quality of the work provided. Open and honest relations between employers and employees promote effective communication, which is crucial for the implementation of IT projects. Honest feedback gives room for conscious introduction of changes, which in turn determines the success of projects/effectiveness of services provided.

🚤 Summary

Many factors may influence a client’s cooperation with an outsourcing company. Retaining a customer in an IT company requires attention to high-quality of services, timeliness, transparent communication, quick and effective technical support, and taking care of the relationship between employees and the outsourcing company itself. Neglect of any of these areas may lead to customers giving up and looking for more reliable ones. business partners.