list of advisors

SURVEYS
software
client relations
design
programming
offshore programming

Question #1 - What type of relationship do you strive for between the client and the designer?

Answer #1

First: We always strive for a PROFESSIONAL relationship. i.e. One that is courteous, friendly, attentive, respectful, and oriented around problem solving.

Second: As a professional designer we are in the service business. Other people are paying us to produce what they want. Don't fight it... leave your attitude at the door. Only folks at the very pinnacle of their careers or those living off of a trust fund can get away with a "my artistic idea is always right attitude" even then some of the biggest media production stars are some of the most humble people you will meet. Let your work speak for itself and trust that your clients respect your portfolio. Most experienced and sensible clients will acknowledge that they hired you because of your design experience and skills, so they will listen to feedback and want your advice. At the same time they know that they are also the ones paying for the project - so you need to listen, listen, listen. Clients hate when an ego interferes with getting the project done.

What we have learned over the years is that client comments more often than not are right or are at least worth looking into and exploring. So we look at every client relationship as one of cooperation and mutual respect. We try to function like another team within the client company. Again the name of the game is BALANCE. 

TIP: If you do not get a feeling of mutual respect and cooperation from the prospective client in the first meeting, don't do the project or at least be extra cautious.

STORY: Many years ago we designed a web site and logo for a high profile company. Their web project coordinator was fairly insecure, aggressive and picky about the design details and wanting to see lots of versions of everything. However, we managed to bend over backwards and accommodate every need. They were very happy with our work. When we finally delivered the pages in HTML towards the end of the project we received a long email from the project coordinator saying that the HTML in the pages was incorrect and had unnecessary html "tags" that added to the pages sizes.

In our more mature understanding of a PROFESSIONAL relationship we would have simply understood that the project coordinator was busy and under a lot of stress and rightfully so found the HTML issues annoying... i.e his letter did not mean that he did not appreciate our work. In hindsight we would have responded with an email that said, "thanks for pointing out some of the problems to us... give us a call so we can go over the 'excessive tag ' issue".

But instead, due to the lack of our business experience we were offended by the tone of the letter and the seeming sense of lack of appreciation for all the hard work and extra hours we did, we wrote an aggressive response at least 10 to 12 paragraphs in length, detailing how our deliverables were of professional quality and that we did not appreciate his accusations etc.

Of course in the end, our response made us sound like real jerks... even more so as it got forwarded among the web studio of our client's company. Us getting hot-headed and defensive about some fairly trivial HTML issues made us look foolish and arrogant. It left a sour taste in their mouth and made it harder for them to refer us to other companies they came in contact with.

LESSON: Strive to maintain professional relationships and work to run successful business, don't try to work at building up your ego or yourself as someone perfect with ALL the answers.

Answer #2
Always a problem. Especially when you end up designing a site for the client rather than designing a site for the true audience.

Answer #3
Ideally, we try to get whatever input we can from the client.... color schemes, logos, photos, and a description of the general "feel". We then develop a number of mockups (just photoshop, no HTML) and present them to the client. We then go back and forth with the client on changes. When we have an approved mockup we develop it in HTML.

Answer #4
We strive for a relationship where our time and contribution are valued. We're assuming a client is paying for our service because they cannot do what we do. We like a client to provide us 'generic input' (i.e. i want a site that is minimal, clean, fresh and hip) and from there, we will present first round comps. From this initial presentation, we get a much clearer understanding of client's likes and dislikes and try to fine-tune our design from that information.

Answer #5
One of mutual respect... I'm the professional who has been hired to develop a web presence. The client is the expert in his/her field. We're peers working on a project together.

Question #2 - What if the client's ideas are not very good?

Answer #1
AVOID antagonistic relationships at all costs. We work on the philosophy that when you REALLY get it right, clients don't complain or ask for other examples that suck. A good design and site architecture should be self-evident to a degree. Commercial Art is not entirely subjective like Modern art has become. When 9 out of 10 people have a positive response then it is GOOD commercial art. PERIOD! If 50% of people look at your design and don't like it or give you the "that's interesting" line then something is wrong with your design, it could be better. So if clients keep prodding you with bad suggestions take that has a hint that maybe you need to re-think your design or come up with something better. So use tact and be gracious ALWAYS.

8 out of 10 times we will look back at a clients comment after several weeks and we will say to ourselves... "you know they were right... they change was for the better"

Here is what you can do to avoid conflict and bad ideas:

1. Start your response with words like "that's interesting... hmmm.... but I think that color might not go with the header color on top, blue seems more harmonious etc."

2. Listen but don't do... Post the one design that you like and tell the client that "I explored several options but nothing else looked as good." If you are absolutely certain that the ideas are not worth pursuing and have tried a little testing...don't waste any more time on it.

3. If you need to, show them the bad idea - if it does not take too much production time. Many clients will agree with you once they SEE their bad idea. But they REALLY appreciate the effort to show them.

4. Do some testing on your friends... tell your clients that you did some "Usability Testing" and that 4 out of 5 people did not understand where to click to buy the product etc with the new design idea.

Answer #2
They are paying you to be an expert not only in design that looks good but design that works and accomplishes the sites goals. Address their interests not their lack of taste.

Answer #3
Usually clients with bad ideas are pretty easy to steer toward something better. Occasionally, we will build a mockup based on their ideas along side our concepts so they can see that ours is better. Occasionally they still prefer their ideas. In those cases (we're already locked into a contract at that point) we build it the way the client wants it, and do not include the site in our portfolio or put our name anywhere on the web site. Luckily this VERY rarely happens. It should also be noted that the larger the client, the more they tend to keep their hands off the designs. Keep in mind though, that even if the over-all layout is good, it is VERY common for the client to ask for additions/changes that do not improve the site. It is important at that time to remember that they are the client, that the over-all look is good, and that you cannot let your ego cause problems with your business relationship. Remember that this is not your own personal art project, but a business project and the client is the one paying. Your job is to consult on what is best, give options and recommendations, but ultimately to do what the client says. The good news is that generally speaking, them more you charge, the more the client will listen to your recommendations.

Answer #4
First, listen. Maybe what they're trying to get across is that they want to see their logo larger or they don't like the color green. If you can understand their concern, you may be able to incorporate their idea into your design. Sometimes, you can steer them toward the best decision. Often, a client asks for something we think is wrong. In that case, we'll usually present their idea (fine-tuned with our input) as well as 'our idea'. Often, seen side by side, a client will understand things better, but be careful, they will often choose 'their' design, so make it the best you can.

Answer #5
It's important to remember that, ultimately, the web site belongs to the client and not to me. Unless the client is adamant about a particular bad idea, I offer alternatives... and we usually reach a compromise. If the client's taste is totally different from mine (and I then become a technician instead of a co-creator), I have the alternative to not include my company name on that site or include it in my company's portfolio.

Question #3 - How do you handle clients who want to make last minute changes that seem minor to them, but significant to the designer?

Answer #1
If it is easy and quick we ALWAYS do it! If it is not an easy or quick fix the best response is always to frame it in the context that it would take too much time and would reduce the production of other items that need to get delivered. Put the question of priority back on them. Explain why it will take extra time. Sometimes clients have no idea what the consequence of their request is.

Answer #2
The answer to constant revisions is charge by the hour. People ask for their house to be redecorated and then change their mind have to pay big time.

Answer #3
Charge them!!! If they are changes from an approved mockup you have every right to charge for any changes. Just make sure they know you will be charging before you do the work. Ideally you should point this out when the design is approved.

Answer #4
Ahhh, the timeless question. We strive to educate our clients up front that our costs include the initial presentation and one round of revisions. We present design comps for their review. Upon selection of a specific design, we print out the design and have the client physically sign it. We find this makes a bigger impression on their awareness. At this point, we again do our best to make it clear that we are embarking on a lot of work based on their decision. If they choose to change their mind mid-process, we inform them we'll make the revisions, but it will entail more time on our part for which they will be charged.

Answer #5
I make sure that the contract details each element of the site, and indicates that for any work beyond the scope of the contract, an hourly fee will apply. Then, if the client wants to make last minute changes, I explain that according to the contract these changes would be extra work... and then ask if he/she would like to make the changes now or in Phase 2 (even if a second phase has not been yet entertained).