I read articles all the time about how to improve your business or manage time etc. and thought, hey! What about the clients, they need to learn a thing or two about how this industry works. I want to start of by saying that this is in no way a slam on clients but is more a list of three very common pitfalls and their possible solutions. We love our clients here and have had the opportunity to work with some really great people, which is due partly to how we treat our clients in tough situations. Always build a relationship of respect and business will prosper.
Now, with that said it’s inevitable that you will encounter a client or two in your business dealings that has their role confused with being your best friend. You know how hard it is to get your friends to pay back money they owe you right, well add a zero or two and see how hard it gets to get them on the phone. For that very reason I wrote a few tips on how to be a better client and this also pertains to how to run a better business.
Payment is pretty much expected (On Time).
Problem: As business owners we are all expected to pay our bills, period. Sometimes in this industry clients forget that us web types are running a legitimate business that pays taxes, employee salaries, overhead, and numerous other expenses I will spare you from. Clients, it is your responsibility to be aware of what you can and can’t afford. A good design/development company or freelancer cost more. It’s a fact, in this business you get what you pay for. So be prepared to pay your bills without hesitation. Seems pretty much like a no brainier, right?
Solution: Most important above all else, if you feel like the project budget is out of your clients’ ability to pay DO NOT build it. Be aware of how much is too much for your client. Don’t just jump into a project without first properly doing your homework on someone you plan to devote your time too. Next, you need to be able to except credit cards. This means establishing a merchant account or something like Paypal. It is important that you can receive payment in any form they can give it to you. After you have that set up, go get a Freshbooks account, or something like it that sends invoices and has an API to connect to and way for clients to make payments and keep track of those payments. Pay attention this is very important, use your accounting/invoicing software for every project regardless of size. Why? Because you want to have a paper trail so you can keep track of your receivables and expenses in one very simple to use place. As well, if a client has a contract and has been invoiced they are legally obligated to pay. It’s just good practice to keep records especially during tax time.
Content is your job!
Problem: If you are in the market for a web site and don’t have content, tell us before hand. We need to know these things so we can plan accordingly and because without fail we will get your site fully functional with filler content and you are nowhere to be found. Even though last week you were rushing the project calling every hour asking “what’s the ETA for the launch”, basically you want it now and quicker than expected but don’t want to actually do any of the work you are required to finish. What it boils down to is, write your content and give it to your web master when they need it. Not to point fingers but it usually is your fault that the project isn’t done on time. And also, remember that you signed a contact and most of them do say that you are required to supply content by a given date and if you don’t you are still obligated to pay. So it’s in your best interest on every level to give us the goods. Most companies will not just stop work and invoice you if you have not finished your content but they actually do have the right.
Solution: Talk to your clients during the proposal stages and make sure they have content either from an existing site that is being redesigned or they have it written. If they have not written it yet clearly outline when it is due in the contract and remind them regularly but politely. There are many ways to do this but a good unobtrusive one is through the use of project management software and document version control (we have our own but Basecamp is a good alternative). This way the files are there and they can sign off on each of them before the due date and there is no confusion about content. Now that’s specfreakintacular.
Know what you want, before hand.
Problem: If you went to a doctor and sat in his office and said, “Well doc I’m not sure how I’m feeling and I think you need to decide for me,” what do you think his answer would be? “Well, Mr. Client you need to be a whole hell of a lot more descriptive if you want me to be of any real use to you,” is probably a reasonable answer. Long story short, yes a good designer can make great designs that other designers wish they could do but they still need to know what you like. We can make you a site that tons of people would love to have but might not be what you are looking for. Remember this is your site and you should give some feedback on how it looks. It’s not like going up to the bartender and saying, “surprise me!” You’ll end up with a cement mixer (look it up its disgusting).
Solution: If you want your clients to be happy in the end, make them talk at the beginning. Yes, I know you need the cash and think if you can just get started then you will be ok, but not true. The less of a dialog you start off with the further from their vision you will get, trust me they have one but have a really hard time saying it. Pull it from their heads with simple questions that frame the project and both of you agree on the direction. This is very important, ask them for at least 3 links to sites they like so you can see their taste. I bet what you like isn’t always the same and don’t ever forget they hired you.
Well, if you’re still with me I’m gonna wrap it up with this. You can tell that this is a pretty common sense list of 3 basic problems and hopefully useful solutions and it is not exhaustive by any means. Clients, just remember that communication is going to get you the product you want and help us build the sites people love to visit. Everybody likes a well designed and thought out site. Oh, and pay your tab, or next time I see you out at a bar I’m gonna order you a cement mixer. Cheers.
