Client Experience. On contact first impressions are very important. When making contact with a new client or supplier, within the first 30 seconds one or both has formed an impression of the other. This can be one sided or mutual impressed or not impressed. On the positive side when both parties are impressed then business can move forward. The next step can the supplier offer and complete what is required. The supplier can only confirm after a complete understanding of what the client requires. In the case of website design, there are so many different requirements and possibilities, this needs to be narrowed down and clarified. There are clients that have a complete and full specification ready to be commented on, this is great as a specification that both sides agree and understand gives the supplier the information to work out a costing for the client and then the project can go ahead. In some cases, the client will have a good idea of what they want to achieve but needs guidance to produce and agree on a plan of action. In this situation the first stage will take up as much time as the development of the project itself. Getting this right can save lots of time and misunderstanding in the future as the website is being developed. And keep good relations on track. Involving the client visually and technically during the development is a great advantage, as comments and changes can be implemented in real time. Going back at a later date to make adjustments is time consuming and often throws up many adjustments required to fall in line with just one change. If it had been applied during the web design and development this would have been avoided. In short, a well laid out step by step plan leads to both client and developer satisfied and remaining on good terms for future business. A win win conclusion.