CMD+Shift Design
Liz Andrade
Designer of print and web. Podcaster, Blogger, internet nerd and crazy cat lady.
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Signs You Will Not Become My Client
Anyone who knows me knows — I LOVE my clients Seriously! My clients have some awesome businesses that I am lucky enough to play a part in growing… they are all really dedicated passionate people who truly love what they do. They appreciate and respect the work I do with them, they have kind hearts, open minds and great senses of humor. They tell me I am a pleasure to work with and I say the same back to them — and it is true.
I’m not bragging here — and I’m not some mythical freelance fantasy. Having awesome clients isn’t much about luck, but more about defining the client base you are after and not being afraid to turn down work with clients who are not desirable to you.
OK, i know — we’re in a tough economy! One cannot turn down an honest dollar! But, I tell you… if I worked as cheaply as 85% (that may be a bit of hyberbole,) of the people who email me wanted, I would work four times the hours each week and make a quarter of the money! How do I spot and weed out these less than amazing clients?
Streamline your Inquiry System
While my portfolio site does have a prominent phone number available, most make their first approach to me via the small contact form — they are able to specify that they are looking to get a quote and have space for sharing some details about their design needs.
By using a simple Google Mail Filter set up, I am able to track each quote request that comes in from my website, making responding to each a much more productive task. I will usually check in on these about 3 times a week and follow up accordingly. My follow up system has also been streamlined over time, mainly because of the large number of exremely vauge inquiries. Who else gets stuff like this;
”I need a website, how much will that be?”
I actually have a canned response for these that sends out a list of questions about the clients business, industry and specific needs, budget and deadlines. My first lesson I learned here? Most people who cannot be bothered to write a proper inquiry are not very serious about the project at hand. This simple step of following up with some questions weeds out a large percentage.. so … for those who follow up with a response?
Define Your Pricing and Policies
Clients who are asking for you to quote them on something WANT to know a price. Don’t be shy! Too many of us get weird talking about money, but it’s something you have got to get over. I rarely work on an hourly rate, usually define a project price. So once I have a general idea of what my client is looking for — I can get them an estimate. This is based on my experience with previous projects that may have been similar, and that clients particular needs. I send them a quote and if at this stage the project seems even a tiny bit undefined, I let them know that the pricing is based on the information they have supplied — if the scope of the project needs to expand, we can adjust the price accordingly.
Clients who make it with me through the quoting step… go on to be one of my prized clients — the rest fall into a few categories…
The Disappearing Client
This is easy. Some dissappear after I email asking for more information about thier needs… but some hold on and then disappear after I send them a quote. Is it outside of thier budget? Did they just change thier mind? Who knows — these ones never respond. They disappear into the client abyss.
There is a small subset of the Disappearing Client, they do follow up to let you know they will “let you know” or that they will be starting the project “down the road.” 99.9% of this subset will never be heard from again, but that small sliver of them — they DO come back. I’ve had people write back and say flat out ”I want to work with you, but don’t have this in my budget right now. I’ll contact you once I do!” …and then one day, they do! (yay!)
The Cheapskate
Unfortunately, this category seems to be a crowded one and I have heard it all. “I was hoping to get something for about $200.” or “I watched a youtube tutorial on Dreamweaver and already did all the design and development myself, but the navigation looks weird on my husbands computer and I just need a blog added. Could you just fix what I have here? It shouldn’t be more than a few minutes work.”
Look. I am a small business too. I don’t own a home (I don’t even own a car!), I do not have a fancy office or a staff of hundereds. I understand that you have to be smart about the money you spend when you’re starting out… but I would never say anything like this to someone who I am looking to do legitament work for me that is going to help grow my business. For these folks, be polite — but you can tell them “thanks, but no thanks.”
And then there is…
“I saw this design here and I like it a lot, can you do my site JUST like this, but with my logo – of course!”
…Oh yes, of course, because otherwise that would be stealing! No. I can not will not do that.
“This is not in my budget, but maybe you could just walk me through my current website and let me know what you would suggest I change about each page to make it look a little nicer and be more user-friendly and then I can just have my grandson who likes computers do it for me.”
…Sure. This is called Consulting… here is my hourly rate for that type of work.
“I really like the work on your website, but could you mock up what you would do for me so I can see if I like it first?”
If you like my work, you can hire me to work with you on a design. I wor really hard to make sure my clients are happy (no, THRILLED) with the product they get from me — but if you find it isn’t working out with us, here is my policy on canceling a project…
My Final Thought
I don’t usually rant on this blog and I really dislike those who talk shit about their clients. But, here’s the magic — these aren’t my clients… and I intend to keep it that way.
Check out this interview I did with MartyRomero of They Call Me Marty, this site has some great interviews on it and I’m happy to be a part of it! :)
I am interested in growing their business—some clients get really excited about this and we form a strong client/designer bond… some people just want someone who can work cheap and fast and get something out the door for them. That’s just NOT me. – Liz Andrade, Interview at They Call Me Marty
Why Nerds Are Good For Business
Blame it on the internet or the evolution of consumer gadgets or whatever you want to blame it on but in today’s business world, being a nerd is an asset! Being a little off kilter, a little different is something clients and (many) employers are seeking out! Blending in and matching the status quo have become a burden on your business and being a little bit nerdy (or a lot nerdy) is where it’s at!
Why is this? What is it about nerdiness that adds that special ingredient for success? Well, here’s one nerds two bits on the matter…
Nerds are Inspiring!
Part of being a nerd has to do with having some strong opinions on whatever it is you’re nerdy for — be it Star Wars, video games or typography — nerds pride themselves on knowing a lot about what they are into and your opinions on the matter are part of your identity.
Working with someone who is nerdy about their chosen profession makes any consumer experience infinitely more enjoyable than getting service from someone just “doing their job.”
When shopping for new eyeglasses for myself I encountered this for myself and I could not stop talking about it! In the past I had always bought my glasses from the closest LensCrafters and it was a perfectly adequate experience. I truly have nothing bad to say about this company, they had a nice selection of styles, everyone was always very polite and it was always convenient to stop in and get my frames adjusted whenever I needed to.
This past year I shopped for glasses at 2 separate locally owned Seattle businesses for frames (Seattle Vision Clinic and Eyes on Fremont) and the experience I had at both of these places made something that in the past was nothing more than a necessary task into a remarkable experience! How? The people at these locations were total eye wear nerds!
This is a sect of nerd I was not even aware existed, but they were really excited to talk with me about what I wanted, what I liked and what I didn’t like. They were able to suggest ideas based on my face shape and style, they knew about eye wear designers, frame shapes, materials, vintage styles and their enthusiasm for the subject was infectious!
When you are passionate about what you do, you inspire the people around you – and who doesn’t want to work with someone inspiring!?
Nerds are Authentic
Part of being nerdy is accepting yourself for who you are and what you are into even if isn’t what fits into the status quo or flow into the mainstream. Those who are able to embrace their nerdisms and not be ashamed of them have this obvious badge of honesty.
Whether it is real or imagined, if someone can be totally open and honest about their Red Dwarf obsession, you feel they are probably transparent about other things in their life, like business practices and ethics.
Nerds are Memorable
Nerds are usually stand out from the crowd… and being unique makes you easier to remember, as simple as that. It is each of our unique experiences and abilities that make us valuable individuals, blending in has become a liability to any business trying to be remarkable!
What do you think?
Are you a nerd? Have you had experience working with, buying from or being served by a nerd?
Are You a Freelancer?
“I own and operate a one-woman design studio.”
“I own and operate a one-woman design studio,” that is part of my elevator speech, when people outside of the freelance community ask what I do – this is usually what I tell them.
As time goes on, I steer further away from using the word “freelance”, because of what it communicates. Freelance refers to a self-employed individual who does not have a work agreement with any one company, but has free range to work for multiple businesses for varying lengths of times. This does not describe me, I do work for only one company — CMD+Shift Design.
I know some of you who are involved in the freelance community are not working as true free agents, but running small (but well oiled!) design firms. What do YOU think of the word “Freelance?”
Ask A Freelancer #9 (Lightening Round!)
For the past 3 weeks I have had a Formspring account and have been asking all sorts of anonymous questions that come into me about dealing with clients, marketing, blogging, etc. I have a backlog of questions in my inbox over there and just try to pop in and answer a few of them each week. (If you have submitted something and I haven’t got to it yet, just be patient – I am answering everything!)
This has become a bit of an “Ask A Freelancer” Lightening round, so I decided to pick a few each week that I think might be of interest to you guys and re-post them here. So here we go…
At what point in your design process do you start talking with the client in detail about their project? Before someone becomes a client or after they are under contract and are “officially” a client?
Before someone signs a contract and becomes an official “client”, we usually talk in pretty broad terms about the design end of their project. We usually discuss scale at the onset of things… how large the website they need, what print pieces need designed, how many illustrations. THAT type of stuff. After a quote – if they choose to move forward, they put down a deposit, sign off on a project agreement and then we have a “kick off meeting” or a “consult” where we go further into the philosophy of their business, their goals, their businesses aesthetic, etc. etc. If after this chat we find that the scope of what we initially discussed had widened – we adjust the project agreement to accommodate it.
Do you have a niche?
I specialize in WordPress Design and Development. That is what maybe 75% – 80% of the work i do. But, I have a background in branding and print design and lately have been doing a fair amount of that. I love print, i LOVE IT. But, i think I do love web a little more.
What do you say to tire-kickers to prevent them from wasting your time? And what do you say to red-flag clients to send them elsewhere?
A red flag for me goes off when the first correspondence from a prospective client is vague. Emails like “I’d like a quote for a website.” Usually, these people either never respond, or they really have no clue what they need or want, but they know they can;t spend much money on it. I have a collection of “canned responses” in my email to respond to emails like this. It explains that I need more info to quote and then gives some wide-range ballpark prices they might expect for different types of sites. This will weed out most of those “tire-kickers,” but if they respond with more details on the project, they will already have a general idea of where your quote might fall from the previous email, so take the time to send them a quote!
What do you tell clients who see to be “afraid” of white space?
Well, when dealing with any client who is not comfortable with a design choice I have made on their project – I would explain the reason for it framed in the language of business instead of design. Telling a client “this empty space gives balance and order to the layout and allows your eye to rest.” makes perfect sense to you and your designer friends, but a client might likely heard “Wah wah wah wah wah,” try something like. “This space is important to give your companies logo more dominance, establishing a strong sense of brand and making sure your customer doesn’t get lost in too many elements.” Try not to let your client focus too strongly on what they like, but pull it always to what the customer needs.
How do you say no to a client you don’t want to take while still keeping the door open? Or what if you have too many projects flowing in at once?
Just be honest. If you have too much on your plate, tell them you can’t accept new projects for another 3 weeks – but you would love to work with them if they’d be willing to delay the start of the project! ….If you just aren’t interested in doing the job they have for you, tell them you don’t think that the project is the right fit for your skill set or style, but that they should contact you again if they have other projects in the future that the 2 of you could work on together!