Comments on: Caution! Six Warning Signs Of A Bad Client

By: awasson

awasson — Fri, 27 Mar 2009 00:16:24 +0000

^ Yup… I’m with you Zack.

I think Erez is the type of individual this article was written about ;)

By: Zack Mazinger

Zack Mazinger — Thu, 26 Mar 2009 13:55:11 +0000

Whoa, Erez!!! You have certainly spelled out a model of the customer service rhetoric and it might apply to small biz, short dollar and/or development of personal/vanity sites. This approach however, does not and should not apply to apply to larger scope, date I say more professional work. I am a design professional. I make my living listening, analyzing and understanding my clients needs and goals and offer solutions that map to these goals. I am constantly abreast of trends, techniques, methods etc that will best acheive my clients goals. I am being paid to do this, to be the expert, to offer my mastery and deep know how within the domain. I am NOT being paid to take orders and/or compromise a successful solution by bending to the whim of a non expert client. My point is there is a client who has needs they need fulfilled. They pay an expert for their expertise. I am doing a disservice to them is I follow off target requests. Look at it this way… You don’t go to your doctor to him/her what the best treatment for you is? You present “the problem” and the Dr. Prescribed the best solution. This service relationship directly applies to design/web work.

By: alivebyscience

alivebyscience — Sun, 22 Feb 2009 18:02:57 +0000

It’s mostly how you say things, and your body language & energy.
There’s a time to be collaborative, and get along-ish. There’s also a time to state things – your business terms as an example – in supreme confidence and authority. Don’t explain or justify them – state them! Black and white – bam!
When they counter, and try to negotiate, you again have to say something with bluster and confidence, and let your voice end your comment in a period, not an eclipse (…). Say something like “we’re talking about how I do business, and I’ve laid that out for you.” There’s no argument. There’s no justification. You just say this is how it is – how I work.
The fact that you’re in the conversation is evidence the client is interested in your brand of excellence, and design sensibilities. Don’t walk away unless they do. As long as they’re countering and trying to get consideration you have the upper hand. Play it. Don’t be harsh, just happily state your way works. PERIOD. Don’t budge an inch. Don’t sound like you’d budge an inch. Don’t sound like you need to justify your terms. They are what they are and that’s the way it is.
You’ll have to practice. It would help to see it done several times.
It’s effective, and establishes your authority in the project, and in the business proceedings.

By: Steve Jones

Steve Jones — Sun, 22 Feb 2009 17:49:49 +0000

Some of these comments have made me laugh out loud.

Perhaps Sitepoint should have a Hall of shame? Where designers & sevelopers can name and list their worst clients, at least that way it would stop some other poor designer or developer picking up the bad client??

Sound like a good idea?

By: awasson

awasson — Thu, 19 Feb 2009 22:13:29 +0000

Alyssa,
What a great list. I love it!

#4 is my favorite… I don’t know how many prospects I’ve met who have started the conversation with: “I just fired my last designer, developer, coder, webmaster, etc…”. I mean that was the first thing that came out of their mouths after meeting them. Big red flag and not once has one of those prospects turned into a client. It usually tends to lead to point #5.

My other favorite is #6. Except they tend to decide that they would like to be the art director even though admittedly they have no background in design. This is another gigantic red flag.

By: Alun

Alun — Thu, 19 Feb 2009 15:37:48 +0000

LOL, the last one is very funny “the client is a designer” LOL..

By: dashaver

dashaver — Thu, 19 Feb 2009 13:32:53 +0000

What the client wants to come over to your office and “just kind of see how it’s done”. This client thought their office secretary could “just kind of take over” after they watched me one day. I told them lessons were extra.

By: loganathan

loganathan — Wed, 18 Feb 2009 08:57:21 +0000

very many clients are like this… nice article..

By: Alyssa Gregory

Alyssa Gregory — Tue, 17 Feb 2009 20:42:38 +0000

Great point, Brad. It is always advisable to try to make the relationship work and if you can do that with some education, that’s a great thing!

By: Alyssa Gregory

Alyssa Gregory — Tue, 17 Feb 2009 20:39:35 +0000

Erez – An excellent review of customer service rules, although my post is not related to client relationships. It’s about identifying potential clients who are not going to become clients. Quality professionals don’t take on every bit of work that comes along, and the most successful ones create a persona of an “ideal client” to guide them in choosing their work. The items in this post are six likely red flags designers may want to watch for in order to determine if a client fits with their ideal. My philosophy is that although the “customer is always right,” each customer is not always right for me. Thanks for your feedback.