How often have we had that client from hell? The one where it takes forever to do nothing, you never get paid and then they still set the dogs on you?
We have had our fair share of these clients in our life time. Statements such as "can you make the darker lighter and the lighter darker" and "that silhouette has not got enough black people in it" spring to mind.
Yeah, some truly shocking experiences have crept through Obox HQ.
However despite these shockers there are clearly ways in which to deal with them.
In 2008 Marc and I went through an amazing period where every project we got, turned into a nightmare. There were fights on the phone, over email and face to face on just about everything under the web development sun.
We couldn't understand how we had such luck that 90% of our client projects were turning into terrible experiences. Eventually we realized that through all of this there was one constant variable.
Us.
Once we pin pointed that, everything changed. We are not the type of people who give an attitude to clients. We are actually quite the opposite and we try to accommodate as many requests as possible with a smile on our face.
This was getting us into trouble though so we setup filters by upping our prices and saying no when the requests got out of hand or the timing was wrong. Since these changes life was very different at Obox.
I really believe that in the web world there is maybe a bit too much complaining going on. We need to realize that clients are spending a huge amount of money (in some cases their life savings) for our services.
It's very easy to let a project get out of control and its even easier to blame the client when it goes wrong but I believe that it's our responsibility to take control of requests and still deliver them in a professional way.
Just because the client wants a purple and orange site does not mean we have to ignore the design basics. Don't let shoddy requests fog your judgment as a designer. There is always a work around and even if there isn't a work around there is still the opportunity to make it look good.
When I used to race my mentor always used to say, "If you are in a crash, it's your fault." What he meant by that was that in most cases you will be able to avoid a situation, be it qualifying better, anticipating a moment or just being friends with the people you are racing with. Once I adopted his theory I stopped crashing. I was able to avoid almost every big accident that landed up in front of me because my mindset was completely different.
It's the same when dealing with a client, there is a usually a moment which you can look back at say, "Damn I should have said that" or "Why didn't I tell them first". Once you start realizing these moments you will notice that you have more control than you actually think.
Once you have control, you can steer the ship and if you are good enough… the ride will be blissful.
8 Comments
Well said. I totally agree with you, its about the way you handle things and keeping your attitude and judgment in check.
Some of these things I learned the hard way, but got over it eventually.
Im enlightened! Thanks for sharing your experience, its a thing to be noticed.
Couldnt agree more, "every time you point a finger theres 3 pointing back" as my Gran used to say... Got to look at the whole picture which includes ourselves.
Nice one...
This is some great insight fellas. I really take to heart what you say about stepping up and setting guidelines and most importantly, learning when to say no. If we act like a doormat and let people walk all over us then its no benefit to the client. But if we can offer our knowledge in a professional manner and help the client understand why a decision is good, or bad, then I think that will be a win for both sides. Thanks.
:) i have travelled that road. and i found the same answers. its so easy to blame someone else isnt it and 99% of the time its wrong-headed.
im sure some buddists would smile gently and nod that you have found the first turning in the road to enlightenment
Most trouble is caused by by bad communication. After 14 years of doing this I have learned there is also a time when you just can;t work with someone. It doesnt happen often but it does happen and thats why I have an escape clause in my contract., both parties can use.
Ahh the voice of wise wisdom and experience. Takes a big man to point to themselves - some people will never see it.
Excellent post :)
Yes!
So often web designers get into this tizzy where we feel like were being victimized by people, especially our clients - when in fact we need to just focus, remain effective, and quit laying the blame elsewhere.
I, too, am quite guilty of this.