CMD+Shift Design
Liz Andrade
Designer of print and web. Podcaster, Blogger, internet nerd and crazy cat lady.
Subscribe to the CMD+Shift Design blog and get updates on whenever I post new articles!
Categories
When Freelancer Met Client
Today is Valentine’s Day and while many would see me as a prime candidate for someone who might relish in this holiday (been in a happy partnership for 8 years now,) I have always strongly held the belief that Valentine’s Day is bullshit. I do not practice it in the least bit. No candy hearts, no expensive dinners, it is a day just like any other day… and as per our Sunday ritual I got a lovely homemade breakfast this morning — who needs a holiday to tell us when to be thankful for each other?
But – hey all this relationship hoopla has got me thinking and you know… the process of being a freelancer, it ain’t much different than being out there in the dating world. …You don’t believe me? Well… here’s how it goes…
How I met my client…
When you first get a lead on a client, you have to pay attention to the signs to see if this is someone you want to start a project with. You get the information on the project and give out your quote. Can they afford you? Are they throwing up red flags like asking for free work or wanting to micro-manage the process?
Beware! At this stage in the game it can be easy to get swept up in the excitement of a new project, but keep your head about you! If you are a good match for each other then it’s time to plan for the future…
I think I could spend the next 15 – 20 business days with this person…
You’ve got a new client! They have accepted your quote and are eager to get the ball rolling, but slow down… it’s time to protect yourself and your client by doing things right.
Get their deposit in the bank, draw up your contract and get both of you to sign it. These steps show that you are a professional and that you have a professional attitude about your business and their business. Are they in a rush and want to move fast? Allow for sign-offs to be faxed in or get a digital signature. You can accept payments through Paypal to speed things along. If your client is serious about getting to the next phase quickly, they will not bat an eyelash at taking the initiative to get your the proper items necessary to move things along.
They totally “got” me!
I love that first meeting with clients! You get to know each other a little better, you share a few laughs and find those common connectors. …You hate Flash intros!? Me too! :) HAHAHA!
I always leave kick off meetings on a bit of a high, I am flooded with inspiration and I usually have to race to my notebook or computer so I can start sketching out ideas, making notes and researching right away!
What do you think they’re doing right now?
Once the project is underway, I think a huge part of having a happy and successful project is to stay in good communication with your client. Don’t leave then wondering and waiting by the phone. Each of your interactions should end with you letting them know what the next milestone is and when they will be hearing from you again.
It just didn’t work out…
Every once in a while, things just don’t work out. It’s a possibility in every relationship and the designer/client relationship is no different.For whatever reason, there may come a time when you or your client decide to not see things through to the end of the project.
It is important to be professional, don’t take things personally! If you choose to sever ties, just keep in mind that you do not have control over how your client might take the news, but you can be in control of how you respond to them.
(All of the whose-whats of this break up should be easy, just defer to your project agreement!)
I’ll never forget how special they made me feel…
When your project is complete and it is time to part ways make sure you leave them feeling satisfied. Answer any questions they may have and let them know that you are available to them in the future.
Even clients who come for a small one time project can turn out to be those who send you the most referrals! Happy clients beget more happy clients.
Keep the flame burning…
Long after you and your client have completed your work together, they will always be your client. Don’t forget them when you send out promotional materials, holiday greetings, or maybe just shoot them a quick email from time to time to say hello! Not only will this remind you client that they are important to you, but you may end up reminding them that they’d been meaning to get a hold of you about some new work!
As 2009 is coming to a close, it’s hard to not reflect on what has happened over the last 12 months. As I have been going over finances for the year, putting together end of the year greetings for my clients, etc., I’ve revisited a few of the projects past and lessons learned, and for the weeks following up to the new year, I’ll be sharing with you some of my freelance blunders and the lessons I learned from them!
At the end of 2008 and early in 2009 I took on a project to design a WordPress blog theme for a client who was moving their established blog over from a Blogspot account and wanted a new look to go with their new home!
The project went pretty smoothly! We consulted on the goals for her blog, the content, the audience and talked at length about the aesthetic styles that appealed to her and that would best represent her content. My notes show her using words like modern, simple, and sophisticated.
We went through a few rounds of design and in the end, the client said she was “thrilled” with the result! I was excited to see the theme finally activated after the start of the new year! The client and I exchanged a few emails as she prepared for the official unveiling of the redesign and never mentioned any desire to change what we had done, so imagine my surprise (and a bit of horror) when I went to the site a few days before it’s official launch and saw that it looked completely different! New colors, new background, new header design, etc. Other than the fact that it was still a 2 column layout, and some of the text formatting was still there, the site was unrecognizable from what we had designed! When I mentioned this to the client, I got an email saying, “The site itself is all the same, a friend and I just played around with colors and fonts and swapped pictures. Plus I changed the sidebar – the joys of WordPress!”
Hmmm…
Lessons Learned
I really wish that my client could have approached me about her apparent dissatisfaction with the design, but I have tried to understand her reasons. Perhaps she felt bad after so much work had been put in to say she was less than thrilled? Perhaps her friend was really persuasive? I am unsure exactly — but after a day or so of feeling a little bummed on the whole thing, I decided to make something good out of the situation.
Lesson #1: Sometimes things just don’t work out. Don’t dwell on stuff and don’t take it personal.
Since all that was kept from my design was a basic structure of information, (which basically came from my starter framework) I did a bit of retooling and then was able to use the design I had created as the basis for the theme Simple Changes, which I released as a Free WordPress Theme back in March of this year! Something good came out of all this, I’ve been able to give a little back to the community and the greater part of the design can still get out there and have a life.
So, Lesson #2: Even the worst situations can be successes if you are willing to think creatively about them.
Since then, I’ve made a point to use more than words to communicate aesthetics between clients. A term like “clean” can mean one thing to me while it may mean something vastly different to my client, that is why I have modified my process now to include “mood boards.” After discussing the projects over all style I do research to gather visual representations of that “look and feel” to present to my client so that if we aren’t on the same page, we can address that before even one pixel has been laid down.
Finally, Lesson #3: Clear communication from the start is key!
Share!
Did you learn a valuable lesson this year about running your freelance business that you would like to share? Leave a comment! :)
I Love My Clients, Why Don’t You?
This is a video response to the Friday VidCast by Aaron at This Is Aarons Life about how you communicate with your client! It’s also related to another video that was posted today by Danny on the Outlaw Design Blog.
Join in the discussion!
Leave a comment below or at one of the other posts I mentioned! OR make your own video response on this subject and post it to your blog, then share the link with us! :)
Freelancers Preparation for Vacation
Next week I will be embarking on my first vacation in over 2 years. In fact, since starting CMD+Shift Design, I have never taken more than 1 day off and never gone a full 24 hour period without checking in on email or social networks. I really love what I do and I am actually going to miss my normal day-to-day work routine, but I do recognize that taking some time away is valuable and I am pretty excited!
If you’re a freelancer looking to go on a vacation, here are a few things you will want to take into consideration before packing those bags!
Alert Your Clients Ahead of Time
Send out a simple email announcement to all of your clients alerting them of the dates you will be unavailable. Weather you have an open project with the client or not, I suggest sending the message to all your clients about 2 months before your departure date. If you will be gone for an extended time (a month or longer) you may want to consider even more notice.
Alerting my clients early allowed everyone to think ahead to what they need from me and even ended up jump starting a few projects!
Even if you are expecting to work a bit while you are away, it is smart to prepare ahead so that a spotty hotel Wi-Fi or a last minute change in plans won’t cause a catastrophic client communication meltdown.
Alert New Clients
In the time leading up to your departure, make new clients aware of your office closure early on. You may anticipate their project to be wrapped up before you leave, but it is best to let them know anyway — That way, if circumstances cause the project to run longer than expected the client will not be caught off guard when things are put on hold while you’re gone.
Call out closure days in contracts and/or emails.With any projects you have that will overlap with your office closure, make sure it is clear that these days you are gone will not be counted as business days and therefor will effect the projects turn around time. If your project agreement states that the turnaround is “10 business days” you will want to make your client aware that this turnaround does not include the 4 business days that your office will be closed.
Outsource Open Projects
If you want to keep things moving while you enjoy some time off, you can outsource work to another freelancer. If you’d like to do this, it is a good idea to work with this person on a few projects ahead of time so that you get a feel for how they work and you can be sure you will feel comfortable with them taking on your projects.
If you plan to have this colleague communicating with your clients make sure your clients have been introduced to them (email, Skype, 3-way call, or face-to-face,) and feel comfortable with them taking on the job while you are away. I would suggest giving your client the choice. “We can put the project on hold until I return or I can have my colleague James finish things up with you while I am away” This way they have the option to wait if they prefer working exclusively with you.
Work Like You’re Leaving Tomorrow
You don’t want to leave loose ends and you don’t want to be pushing to finish a project from the airport (or airplane) Wi-Fi!
Set your due dates a day or 2 before you go so that your last day in the office can be as low stress as possible. This will also give you a smaller chance of forgetting to do something important!
Plan For Your Return
In addition to planning for your departure, It is also a good idea to think ahead to your return! If you will be traveling outside of your time-zone you will most likely return jet-lagged. Consider adding an extra day to your away schedule (if you return on the 20th, tell your clients you will be back on the 21st.) This gives you some lead way if you are not ready to jump back into work the day your plane lands! If you arrive home and feel like jumping right into what you missed however, our clients will get a pleasant surprise! It’s always best to under promise and over deliver.
Updates, Replies & Deliveries
Even with alerting your clients and vendors of your office closure, be aware that time will march on while you are away. Emails will still come in, blog readers will visit your site, people will Google your name and the postman will bring you deliveries. Try to prepare for all of these things with automated services as much as you can.
Most all internet based services can be set to an automated mode. Turn on your E-mail Vacation Responder stating that your office is closed and the dates of the closure. Also reassure the correspondent that your normal business hours will resume on the date specified and that you will respond to them at your next earliest convenience.
It could take a little bit of extra time to set up, but using custom email Filters you could create custom messages for each of your clients. This could be helpful if you have a few clients whose projects are being outsourced while you are away. Your auto-response can remind them of the dates you are unavailable and give them the contact information for the freelancer handling their project.
Blog posts can be scheduled to post even when you are away from the computer and you can use services like SocialOomph (formerly TweetLater) if you want to schedule periodic tweets to go out.
Lastly, don’t forget real world services as well. Record a outgoing voicemail message and Set up a mail hold at your local post office. Cancel any deliveries that may be scheduled during your time off and if you have any office pets or plants, make sure they will be cared for until you return!
Pay Bills & Send Invoices
It’s smart to double check the due dates on any pending bills and make sure to send off your payment before you leave if the due date fall during your vacation. In addition to thinking about the money going out, what about the money coming in? Take a moment to go over any billable hours you can invoice before your trip, you may have the payment waiting for you when you return! :)
Back Up
If you’re planning on traveling with your work laptop, do a full back up before you go. In the horrifying event that your laptop is lost, stolen or damaged during your travel, knowing your data is safe at home will be of some comfort.
Enjoy It!
As I prepare for my time away, I am feeling a little overwhelmed — trying to get as much stuff finished as I can before I go and making sure that my clients are tended to. One thing I need to remember is that once I set out on my adventure, I need to enjoy myself.
Vacations seem a little different since I started my own business, it’s not really about escaping my day-to-day, it’s more about enjoying life and recharging for the exciting work ahead. I will surely be talking about business while I am away because it is such a large part of me, but I will return excited to get moving on new things in the new year to come!
I recently had a chat with a prospective client, he has an upcoming business venture and is in the market to get a website designed and developed. He had the usual questions about cost and turn around and then asked about my process. He told me that all of the designers he had talked to thus far offer a project price and supply the client with 3 designs, he is then able to select which one he likes the best and they will do up to 3 rounds of revisions on that design before moving onto development. Sounds like this could be a pretty typical approach to the design process, however, this is not my process.
So then, what is my process?
Step One: Listening to your client
I start all of my projects with a consultation. I meet with my client, usually for about 2 hours. The purpose of this meeting is to get the client talking about their goals for the design, the business and it’s needs, the audience or customer who will be using the site, the clients aesthetic tastes and preferences, the brand and how these aesthetic tastes relate to the established look of the brand, etc. I don’t give out many ideas in this meeting, its more about asking questions and encouraging my client to open up. Being a Designer is a lot like being a therapist, I spend a good amount of time just listening to my clients to hone in on what they are really looking to achieve.
Step Two: Research
After meeting with my client and getting an overall view of what they are looking to accomplish, I spend some time digging deeper into the information they have supplied me about their business, audience and goals. I check out their competitors sites and also look at other industries websites and the strategies they use to solve similar problems. I study the aesthetic elements that they client highlighted in our talk about their tastes and figure out how those can relate to the brand or if they don’t fit – I find alternatives that may also appeal to the clients sensibility while staying in vein with the brands look and feel. All of this gives me the clear calls to action, the information that needs to be included and it’s hierarchy.
From here I start sketching, whether it be on the computer or on some graph paper, I do some very rough wireframing of the main page layouts. I block how the elements will layout on the pages and how they relate to one another.
With these rough sketches and my refined analysis of our consultation, I go back to my client with my assessment of our talk. We go over the key points I pulled out and then we review my wireframes and I go over how I plan to set about addressing the issues at hand. Sometimes, at this stage there is something that a client then recalls that they feel is important that we hadn’t yet discussed – this is our time to make any directional changes on the sites overall message and adjust accordingly.
If the adjustments and/or additions are fairly minimal and we feel as if we are on the “same page” with each other, things move into the next phase….
Step Three: Design
Design to me is a very methodical process, the part where I am listening to my client or where I am researching their user base is just as important to me as when I choose that background HEX color. Once the preliminary steps are taken and I am clear on the direction to move, the design work begins. This is, my favorite part!
Step Four: Refine & Polish – Rinse & Repeat
Once I’ve completed a design mock-up I upload it to my web server, so that I am able to present the design to the client in a way that is very close to how it will appear in its final form. I simply save out a flattened image from my PSD and put in onto an HTML page. If there are multiple layouts within the site I will use image map linking to simulate functional navigation for the client, and they can click from page to page to see the various layouts. After the clients review we go over the design again and tie up any loose ends before I move on to development.
It is important to make sure that all of your design decisions are settled in this stage before you start slicing and coding. Include in your PSD all of the text elements that may be a part of the site including numbered lists, h1 – h5 tags, blockquotes, WordPress image captions, etc. Talk with your client about how the navigation and other interactive elements will function – if you’re planning to use any jquery functions, send them an example of your plan or mock something up for them.
Taking the time to settle all these details now will make development a faster process, plus you’re client will feel more at ease talking to you about text color in the stage. Many clients feel a sense of panic when they get a functioning site back and it isn’t exactly what they expected, (even if you have explained revisions can be done.) It’s best to set clear expectations early on, so there won’t be any surprises!
I work a little different than some, putting my emphasis early on into communication with my client, research and experimentation to find the proper solution for their needs. I’m also a little different in that I don’t offer a specific number of revision rounds. I want my client to walk away thrilled, not just happy, ecstatic!
Why this Works
I’m sure many of your are reading this and thinking that offering unlimited revisions would set you up to be walked all over and worked to the bone, but this isn’t the case. Sure you could end up regretting this approach if not executed properly… it’s all about the approach.
For starters, you have to present yourself to the client as an expert in what you do. Show your enthusiasm and knowledge, make them feel secure with giving you the reigns. This part is tricky, because it can’t be faked. Appose to what some freelancers would spout on their blogs, clients are not stupid. Demanding, Unreasonable at times, but not stupid. If you don’t really believe you know how to take charge of this project and give their business the best solution, they will sense this – and that’s going to make then nervous.
It’s important to set boundaries early on and let your client know what they can expect. I really do believe that the great majority of nightmare client situations happen when the client gets nervous about your capability to deliver what they need. It’s in situations like that where they may feel the need to micro-manage. Before you kick off the project talk to them about your process, and what will be expected from them. Outline in your contract the specifics of what you are including in your project price (number of layout designs, functionality, features, browser support etc.)
Care. This is a big one in my eyes. Once you start looking at your client as just another paycheck, it is obvious. Remember why you are in this industry! You love design, right? Designs not fine art, it’s not about free range on personal expression. Its about lending your unique experience and skills to a client and helping them to grow their business through smart solutions. It’s creative, but it is also strategic! Part of a successful design process and creating an ongoing relationship with your client is to really care about their business and how your design solution is going to contribute to the future of that business.
What is Your Process?
Do you do multiple designs or focus on one? How do you handle revisions? Leave a comment and let me know about your process or your thoughts on all that I’ve wrote here about mine. Thanks for reading! :)
Like many freelancers, I work out of my home and do not have a proper meeting area to invite clients. While most clients are pleased that I am so happy to meet them at their place of business others opt for a 3rd party location — the coffee shop meeting.
When you’re getting things started, coffee shops are a great place to hold kick-off meetings with a client. Large tables, W-Fi and some tasty caffeinated beverages are all essential ingredients for getting things done and a little more personable than a conference room that you may find at your local library or co-working space. Here are some tips for getting the most out of your next coffee shop meeting!
Choose Your Time Wisely
Think about the times of day when cafes are the busiest and schedule meetings around those rushes if you can. You may work out of a particular shop already and know what to expect, but if you’re unfamiliar with the traffic trends, stop in a few days before and talk with the Barista — they’ll be able to give you an idea of when the shop will be less crowded.
Show Up Early
Coffee shops have a limited number of plugs and tables, so show up early to claim a good spot for you and your client to talk.
Come Prepared
Since you will be away from your office, make sure to plan before heading out the door! Bring a notepad and pen, your laptop and charger, print out any paperwork you may want your client to have such as an invoice, contract or project outline. Think about the files you may need to open while you’re meeting and have them copied to your desktop for easy access. If there are websites you’ll be looking at with your client, have those bookmarked so you are not fumbling through your browser history trying to find that link you planned to share with them!
Let Them Know Who You Are
In this day and age, a kick-off meeting is often times my first face-to-face meeting with a new client. So much communication is done through email and phone, that your new client might not even know who you are when they show up. Avoid this awkward guessing game and give them something to look for “I’ll have on a red scarf” or if you have a photo of yourself online, point them to it!
Tip Well
Don’t be one of those cafe dwellers who sets up shop for the entire day while never buying so much as a cup of drip. Remember that you are in a place of business, order something and tip generously! Some coffee shops have posted policies on extended visitors (especially during lunch time), if you see a sign asking “computer users, please limit your visit to 2 hours” respect this, even if no one is enforcing it or if you notice others ignoring it.
End on a Good Note
No matter where you are meeting, always wrap things up right! Offer your client your business card and make sure they know when to expect your next point of contact will be. Shake their hand and thank them for their time. On your way out, make sure you haven’t forgotten anything (including busing your table!) Lastly, give your Barista a friendly smile and say goodbye and thank you before you go.
Coffee Anyone?
Do you ever have client meetings at your favorite coffee shop? Share any tips you may have or the best place for meet-ups in your city!
google_ad_client = “pub-9085994600988691″;
google_ad_slot = “6723419069″;
google_ad_width = 468;
google_ad_height = 15;
Ask A Freelancer #5: Finding New Clients
From time to time I get emails asking for advice about freelance matters. I hope that by publishing these inquiries and my response I can do a better service to my blog readers than just responding one email at a time. Plus, those of you who may have input on the matter that I didn’t think of can chime in with a comment! If there’s a question you have or a subject you’d like to get an opinion on, please contact me!
This week we’ve got a short question, but I don’t know if the answer can be so cut and dry…
Question
Hi Liz!
I’d love to get any advice you have about getting started as a freelancer how you find those first few clients . . .
- Desperately Seeking Clients
Answer
DSC,
A while back, I wrote an article called, Ditching your 9to5 to be Freelance & Fancy Free which goes over some tips for getting things off the ground.. and finding new clients is mentioned, but I’ll try to explore this subject a little further as it something you will always be working on, no matter how long you’re in business. Of course as time goes on and you build your brand and name recognition, It get a lot easier, but you never want to stop marketing yourself!
Spread the word
Of course you’ve told your other design friends that your making the freelance switch, but don’t stop there! Tell your neighbor, your mailman, your barista – tell everyone you talk to that you are starting your own business, give them a business card – give them your elevator speech – make sure they understand what services you offer, cause even if they do not need to hire you – chances are that if you are likable and memorable, they will pass your information along next time they’re at a business lunch and someone says “I need to find a graphic designer!”
Invest in your Online Presence
I have a good portion of new clients who have found me via an internet search. Google has become today’s phone book! When looking for a service it is increasingly rare for someone to turn to the yellow pages, they’re more likely to type in a search query and see what results they get for their area.
Now, I know you can make the argument that I am biased on this subject (being in the business of web design,) but I sincerely believe that investing in your business online presence is one of your most valuable marketing tools in today’s world!
Now, this doesn’t mean that a hefty web design budget is going to equate to new customers banging down your door! Things like your companies website, blog, Facebook or Twitter account are simply tools, the real marketing comes with how those tools allow you to reach out to your audience and help them find you! This could mean you writing a blog about your freelance experience to connect yourself with your community and establish your name in the industry or it may be creating a simple one-page site to let a terrified homeowners with a busted water pipe know that you have a 24 hour phone line and are there to help them day and night with their plumbing needs.
Deliver the Goods
Word of mouth marketing has been my #1 route to new clients. Getting a referral to a business from someone you know and trust holds a lot more weight than any well designed ad or smartly marketed campaign. However, this type of marketing isn’t something you can buy, you have to earn it. Each of your clients has the potential to become an advocate for your business. If they get a valuable service from you and feel good about the experience of working with you, they are going to tell this story to others, and a good story is something people will remember!
Come to Them
When you’re starting out you sometimes have to go find the work, instead of it coming to you.
Job boards: You can find work via job boards like FreelanceSwitch Job Board, FreshWebJobs, Krop, AuthenticJobs. There is a ton of great job boards out there that cater to all different types of freelance work. Here prospective clients will post the details of the project they need completed and some may even give budget details while others may ask for you to contact them with your rates. Of course, these boards can be very competitive since so many people are after the same job.
Agencies: If you live in a metropolitan area, there is very likely to be a creative placement agency in your neighborhood. These agencies work as the middle men for large companies looking to work with freelancers (similar to a temp agency.) With an agency you can find jobs that may be long term contract work, or a short and fast project.
A perk of agency work is that they handle much of the business end, billing, client relations, etc. You show up and do the work needed, so it’s a lot more like having a regular job. It can be valuable since you’re able to get experience in a variety of different industries and types of businesses.
What’s your advice?
These are some of the things that have been valuable to me; but what about you? Do you do any cold-calling? Do you find work off Job boards?
Am I missing something? Do you have experience with a similar situation and would like to share how you handled things? Leave a comment and tell us about it!
From time to time I get emails asking for advice about freelance matters. I hope that by publishing these inquiries and my response I can do a better service to my blog readers than just responding one email at a time. Plus, those of you who may have input on the matter that I didn’t think of can chime in with a comment!
I’d like to make this a regular part of the blog — so if there’s a question you have or a subject you’d like to get an opinion on, please contact me!
Question
Liz,
I recently had a web project whose scope creeped from a 4-5 page website with basic shopping component, to 2 websites: one community/blog based, and one fully customized online shop.
It happened so slowly… I thought, maybe I should look at what I originally quoted on. Sure enough, I had really only budgeted for a 4-5 page website with a basic shop component.
My question is, how do you approach a client to ask for more money mid-project? Who bites the bullet when the project scope creeps out of hand? I hated sending the email, but realistically, I realized that my workload had more then doubled from what was initially quoted, and agreed upon. Obviously I don’t want to sour the relationship, but I also need to get paid for the hours that are being put into the project!
I don’t mind going over my budgeted hours on occasion, especially if I enjoy the project. But this one got so out of hand I don’t even know how it happened or why I didn’t speak up sooner…? I’d love to hear yours and others experience with this.
- Creeped Out
Answer
Hello Creeped Out,
Scope Creep is an issue we have all dealt with! It is always best to nip it in the bud sooner than later, but I understand how these situations can sometimes sneak up on you.
First, lets go over some things that you should have had in place, and will be sure to do NEXT time, right? ;)
Spell it Out
A standard part of all your project contracts (yes, you should have a contract!) is a detailed outline of the “Scope of Work.” This details the work you are agreeing to complete for the client and is a protection for BOTH of you by working as a guideline that clearly points to the work you will be doing for your client.
This section of your contract can be in a simple list format and should be as descriptive as possible. Be sure to spell out what is included as well as what may NOT be included. For example, a recent edition to my standard development agreement states that support for Internet Explorer 6 is an additional hourly fee.
Speak Up
Now that you have a clear agreement of the work included in your price that both you and your client have read, understood and signed — here’s the real important part – you have to stick to it!
Now I’m not saying you have to turn into some sort of design ogre, it’s OK to sometimes throw in a little extra for a client! It’s part of good customer service and as a freelancer, especially, we develop close relationships with a lot of our clients and become invested in seeing their business look its best — so we sometimes want to put in a little extra, even if it wasn’t part of the original scope! The important part here is letting your client know about it, before the work is done. Once anything extra is required or requested, it’s time to alert your client… immediately!
Chill Out
Too many freelancers don’t feel comfortable when it comes to talking about money, but if you want to get paid — you have to let this hang up go! Scope Creep happens and it doesn’t have to be any big deal, approach your client calmly, confidently and with an air of nonchalance and make them aware of the situation, “after reviewing our project agreement I see that we have added these elements (yadda, yadda, yadda), I will be in contact later today with a quote on this additional work and a revised project agreement.”
Simple. Don’t ask if they would mind paying you more or apologize that you can’t do the extra work for free. You are a professional providing a service, remember? They are professionals too and will most likely not bat an eye at this, it’s expected! More work = more cost. If your client does put up resistance at this point, you will have your signed contract to refer back to.
Is it too Late?
Now, your email was a little unclear on whether you had already completed this extra work or not. If you already banged out the 20 page website and never mentioned to your client that the extra work isn’t part of what you originally signed on for – this is a tough call… and each freelancer may have a different take on this situation, personally If I was in the midst of the now inflated project, I may contact the client and bring the situation to their attention forgoing the hours I may have put in up till then but charging now for all work I need to put in to complete what’s been asked.
What’s your advice?
If you don’t mention to the client the work your doing will incur extra costs, is it fair to assume they will understand when you give them the final bill? If you don’t speak up soon enough, is it now your punishment to eat the loss?
Am I missing something? Do you have experience with a similar situation and would like to share how you handled things? Leave a comment and tell us about it!
From time to time I get emails asking for advice about freelance matters. It occurred to me today that by publishing these inquiries and my response I could do a better service to my blog readers than just responding one email at a time. Plus, those of you who may have input on the matter that I didn’t think of can chime in with a comment!
I’d like to make this a regular part of the blog — so if there’s a question you have or a subject you’d like to get an opinion on, please contact me!
Question
Wondering if I could get your advice or opinion on something?
There are a couple projects I am working on where the client has felt the need to provide VERY specific sketches/colours… Now I’m all for client feedback, but I basically feel like the client is requesting a very specific design — after I provided a ton of variations (first mistake).
How do you avoid them having THAT much input? There’s no grid, the colours don’t match, everything is in boxes… I’m so non-confrontational and struggle to be really honest with clients sometimes. I figure, you HIRED me to do this, why would you think to do it yourself? Why not buy Photoshop and you’re good to go?
Any advice for a fellow freelancer? Am I just supposed to suck it up, do it as they want, then pretend I had nothing to do with it? The client is really nice and the logo development went so smooth! How did the website slip out from underneath me??? Sigh. Any words of wisdom?
- Not A Pixel Pusher
Answer
Hello NAPP,
I’m not sure if I will have a cure all solution for you, but there are steps you can take to avoid finding yourself in this position again and possibly how to flip this current client into being the passenger and not the driver!
Be an Expert, Always
You said it, NAPP — the HIRED YOU. So why are they now treating you more like a computer operator instead of a designer? This seems especially curious since you say that the process of branding with them went so smoothly. I have a feeling that perhaps you are not presenting yourself with the amount of confidence in your web design abilities as you may have with your print design abilities, is this a possibility?
Clients are hiring you because they need an expert and if they get the feeling that you aren’t doing the driving they may feel the need to grab the design wheel!
Research more, design less
You mention showing the client a “ton of variations” which, in my experience, I have seen this can do a couple of things to a client.
1. The client see’s a large group of ideas and is overwhelmed, feels like you are unsure on the direction things should be going and that it is their job to make the call.
2. The client see’s a large group of ideas and then see’s the process as less of a problem solving venture. They become focused more on the button having sharp corners or rounded corners and loose track of the process being about communicating with their customers in the most effective way.
The best way to combat this is to spend more time in the research phase before moving in to the design phase. Talk with your client about their customers, their needs, their goals. Examine their industry and give them guidance on what they should include and what they shouldn’t concern themselves with. Clients WANT your guidance, they want hand holding, they want you to tell them what’s the smartest thing to do (where design is concerned.) This isn’t about a confrontation – it’s just about making your client feel like they’re in good hands. Remember, they HIRED YOU because they need someone who knows web design, so don’t be afraid to show them how much you know!
Design Smart
After spending more time in with your research process, the design process can go a lot smoother and less things are left up to whim or fancy. If you have a valid reason for all your design decisions that can be articulated, this shows your client that you really are doing a job for them!
Choose your Words
Some of the most valuable lessons I learned about interacting with clients, I gained while working in sales. So much has to do with the language we use, the way we talk to our clients and about the project at hand. Unfortunately, this isn’t and exact science, it’s something you just have to get the hang of. Listen to what your client is saying and think about what they are really trying to accomplish.
It’s all about talking from a problem solving mind set and phrasing things so that they are plans of attack! You’re not looking to your client for the solution, you know the solution and you are excited to let your client know that you have things in control.
Client: “Let’s get rid of that contact link and make the background red, the blue is too corporate.”
You: “It’s a must that your customer has quick access though out the site to your contact information, you don’t want to miss an opportunity for a sale… And a I do have an idea for giving the site a little more warmth, this falls in line with our initial meeting where you said that your company is approachable!”
Get Your Client to Say “Yes”
Some of what I have here related really well to this presentation by Paul Boag (of BoagWorld fame!) I watched this a long time ago and after writing this post ended up looking it up again, I totally learned a lesson or two from listening to Paul, I’m sure you will too!
What I Would Do…
So this advice may be better suited for your future client interactions, but what about your problem with the here and now? Well, this is what I would do if I were in your shoes.
1. Take the mess of a design that the client gave you and find the redeeming qualities in it. There has got to be something: one color, the placement of a link, anything that can be salvaged
2. Incorporate that element into a refined and fully thought out design
3. Present this to the client, pointing out what you did and why your did it and how it is going to benefit them! Be excited and highlight the GREAT idea they had about making the search box on the right hand side!
4. Remember the lessons covered here and in Boag’s talk and choose your words accordingly. :)
What’s your advice?
Am I missing something? Do you have experience with a similar situation and would like to share how you handled things? Leave a comment and tell us about it!
Client Nightmares
In the world of freelance, there is a special breed of client known as the “nightmare client,” some of the unsuspecting freelancers who encounter these clients have stepped forward — these are their stories. (OK, so I watched a couple Law & Order episodes on Netflix last night, so what?) ;)
The Nightmare Continues…
Liz Andrade is a Designer/Developer
A few years back, I was on a project doing print work for a wedding photographer from the east coast. Things started out fine. I worked along side my art director through the establishment of his brand and worked on his business card layouts. We sent out digital proofs of the design and he signed off on them pretty quickly, mentioning that he was in need to get that right away! I coordinated with my print rep to get him quotes for printing and handed off the bill for completing the order.
About a week later I followed up with my printer to find out why the job hadn’t been scheduled for press yet and was told the clients payment had not been received. So, I contacted the photographer and he LOUDLY informed me that he’d “PUT a check in the mail 3 weeks ago!!!” (even though the job had only been completed about 8 days ago.) He said “I can’t believe I am still waiting! I should have my cards in hand by now!!! This is ridiculous!” I tried to give him the benefit of doubt, and believed that perhaps is check had been lost in the mail. I suggested he cancel the check and said “We could arrange a credit card payment now over the phone and I could get this on press for you tomorrow.” He accepted and gave me his credit card information.We ran the card, we cut the printer a check and by the end of the week the client had his brand new business cards in hand and all was right with the world again…. or so we thought.
2 weeks later we get a notice from American Express informing us that the credit card information that the client had given us (the card that he had used to pay off the cost of his branding development, business card design + printing, plus a deposit on marketing materials and website design.) was a card he’s swiped from his mother — and she was disputing the charges!
This resulted in many heated phone calls and emails between my art director, the client, American Express and our bookkeeper — It was a wreck, but eventually some resolve was met and I was just glad to see that client gone.
Until a couple months down the road when my boss strolls up to my desk and tells me they’d accepted him back as a client and was putting me on for project managing his work – UHHG!!!
The Writing on the Walls
Judy a Designer, Mural Designer and Photographer:
Right after I graduated from college, I was in the process of designing & painting a series of murals for a local Pediatric Center. Shortly thereafter, the owners of the practice decided to have several of the exam rooms updated with new paint, and wallpaper. They hired a local interior designer to take care of that end of the job. I had a few days break away from painting while she was there working on updating the exam rooms. When I came back, the nurses in the office pulled me into one of the exam rooms the interior designer had worked on. They said I just HAD to see it. Turns out Ms. Interior Decorator used these weird stencils on the walls…in every room she had painted! This room was by far the worst. Ugly dark circle splotches on the walls with creepy smiley faces in them. The nurses said they didn’t want to take any small children in there because they felt it was creepy! I wound up having to paint over any wall space she had stenciled on, because it all looked so hideous.
Paying the Bills
Niki Brown is a Designer/Developer
Not that much of a nightmare…but I have had clients completely dictate a design to me, or verbatim tell me to copy something. I changed the design within limits (as to not get sued!) and executed the project. Hey….sometimes you just have to do stuff to pay the bills!
Hit & Run
Anonymous Designer/Developer
I took a freelance job for a satellite reseller business about 3 years ago. Their site, at the time, looked to be built in the mid to late 90′s, using FrontPage. Needless to say, a total revamp with in store. Because I was young and vulnerable, I gave them a really low quote. Also because I was young and vulnerable, I gladly took their counter to the already really low quote.
Long story made short, after a month of back and forth revisions on the design, we struck an agreement and development began. Near the end of development (online store included) the owner of the business stops answering phone calls. Followed, of course, by ending e-mail communication and then eventually even discontinuing his cell phone service.
So, a couple weeks of floating around and thinking that my design was so awful that I sent this business owner into hiding, I read in the paper that the satellite store that I was building a website for shut down completely and the owner was on trial for kidnapping.
Needless to say, I didn’t get the final sign off on the project and am still waiting for that design and consolation payment.
Drag..
The Backseat Designer
Marie Poulin is a Designer/Developer
I agreed to do a “cheap” logo design for a friend of a friend who was starting up a company with a friend. I figured it would be a fun portfolio piece. I made the mistake of sending too many options, and they ended up picking a very obscure option that didn’t resonate with me at all.
I continued to send round after round of revision (I told them initially they would get 2 revisions), until they sent ME a very detailed, well-labeled drawing of exactly what they wanted, complete with type selection and horizontal rules. They liked how the “lines could extend across a webpage”… they didn’t see how what they had drawn did not speak at all about what their business was about. They were hung up on how they could use specific elements, without understanding their relevance.
I struggled with how to respond. So I executed a version that I felt was as close as I could get to their drawing, and I offered several more refined versions of alternatives, and tried to explain as professionally as possible that I could indeed polish the one they wanted, but that it would not be the one I would recommend, and gave a list of reasons why. When they got back to me they said something along the lines of: “We will not be proceeding at this time. Thank you for the time you have put into this.” Luckily I had half of the $ up front, but it was still peanuts compared to how much time I had put into it.
I have since vowed never to do cheap logo jobs for people. It is always the clients with the smallest budgets that do not understand the value of hiring a professional.