Earning a Client’s Trust: Overcoming the Challenge of Outsourcing

In the course of project development, you may encounter various problems and make various mistakes. In some situations, these problems and mistakes are easy to solve and correct, while in other situations, a mistake or problem could lead to the termination of a client’s contract.

How could the same problem deliver different results?

It’s a matter of trust. There are two words under the Shinetech logo: “Understand” and “Trust.” Understanding is the first step to establishing trust. Most of our clients come from Europe and the United States, with cultures and customs quite different from our own in China. Mutual understanding is the first step for mutual trust.

Offshore outsourcing is highly profitable for clients, but with the decision to increase efficiency comes some trepidation. It’s likely our clients will never be in the same room with us, so they sometimes protect themselves instinctively and reduce their trust.

Communication is the best solution for this situation—either through email, text chat, voice chat or face-to-face communication through a software program, like Skype.

At Shinetech, we utilize all of these methods of communication, but we prefer the voice and video capabilities of video conferencing programs. The personal connections forged when we are able to see clients “face to face” (and them us) are instrumental in narrowing the gap in distance between us. The cooperation between us is equal and immediate. There is also room for more informality not provided by email or text chat. This helps strengthen and forge a solid relationship.

Sharing our ongoing work on a client’s project is another way to bridge the gap. Keeping clients informed of progress through regular communications leaves room for new ideas or changes. It’s easy to make necessary changes to a project if we clue our clients in early enough in the stages.

Daily integration, desktop sharing and daily deployment all help us shorten the distance of offshore outsourcing. Our clients can experience the system, use its functions and feel user behaviors in real time.