Suggestions for first time first meeting

[cyngon]

I'm just beginning to do web design as a business. I've got a meeting with my first client coming up soon.

Right now I just know she is interested in having a basic website for advertising purposes for her small business.

I'm interested in hearing suggestions about what I should bring, what should I make sure is discussed, and any other helpful info.

I was thinking of printing out some screenshots of web sites in the same field to show her some good ideas that could be incorporated on her pages.

I'm considering bringing some printed screen shots of examples of sites in the same field for illustrative purposes. Do you recommend this? Why or why not?

Are there any forms or contracts that should be signed during a first meeting?

I'm considering putting together a list of the different expenses that would be incured for setting up and running a website (for example domain names and hosting) and bringing that. I'm also thinking I should give an estimated cost for the whole project too (as in how much I will charge).

The client is someone I've known for quite some time, so it's going to be a more laid back meeting than the usual corporate setting.

I'd really be interested in hearing any suggestions anyone can offer on any of these topics.

[samsm]

How versed is your prospective client in web technology?
Make sure you can describe to them what you are doing in terms that he/she can understand.. right down to: "this will aid your company by [blank]".

Competitor screen shots sounds good... make sure you don't show them anything the outshines your work, of course . I would think this could be effective in a demonstration that illustrates how what you do can give the prospective client the edge over the competition.

Just some thoughts... I'm not really an expert wheeler and dealer so I'm interested what others think too.

[cyngon]

She is a casual computer user. Has a computer at home with AOL which she uses for browsing and email.

So basically, the client has no knowledge of the technologies and processes that make web sites and the inernet work.

Thanks for your opinions, samsm.

Can anyone else offer some suggestions?

[johntabita]

Here is an excellent thread on that topic:

http://www.sitepointforums.com/showt...threadid=12375

[cyngon]

Thanks for the link, John.

I found some great gems of information in that thread and the ones linked from it.

I even downloaded Jackman's famous web design forms (after reading all 7 pages.)

I'm still looking for more suggestions. Anyone?

[mariasplace]

You wrote "I've known for quite some time, so it's going to be a more laid back meeting than the usual corporate setting."

Be as professional as possible. Your next client may come from this one. Many problems with clients come from folks you know... so be prepared.

Have a contract sample with you. Have you looked into the Prposal Kit that this site recommends? http://www.proposalkit.com/ I have heard that it is an excellent resources to have and build on.

Maybe put a few things (brochure, business card, etc) in a nice folder.

Listen... Listen... Listen... then go home and figure out the costs of the job. You can then also see what you may have missed... and call the client back before you provide a price.

Best of success

Affiliate Links are NOT Allowed

[M. Johansson]

Do not use the terms PHP, mySQL, HTML or CSS.

[Cloughie]

I'm also thinking I should give an estimated cost for the whole project too (as in how much I will charge

How can you? You haven't even met them yet? Just go to the meeting looking professional. have some business cards, and be prepared to ask all of the questions neccessary to gather ALL of the info you need to propose an accurate cost. You should not give any costs there unless you are totally sure of what it will be, and even then I would prolly just give a rough figure and be clear its rough till you put something formal in writing to them.

You need to gather everything they want to do and get everything bar stuff like colours and parts of the actual design brief.

But you need to know stuff like target market, site aims, rough idea of content, opt in newsletter, expected traffic, cover your bases.

[Jackman]

Hello cyngon

Firstly, congratulations on landing your first potential client. It must be a very exciting time.

I noticed you've read a previous post I was involved in and downloaded the forms. Hope that all helps.

I've been at these sort of meeting hundreds and hundreds of time and would like to offer the following that works for me.

1. Be a Boy Scout and be prepared. Your client will make her decision on whether to go with you for her site (if she hasn't already) in the first 7 seconds. That's not the way it should be but it's how it is. So now you know that you have a great advantage.

Good eye contact, firm handshake and a big smile. Along with a "Nice to see you!" and that's your 7 seconds!

2. Have a business card or two (preferably in a nice Business Card holder). When you pull out your folder from your briefcase (borrow one if you have to) and it has her name, addresss, date and time of meeting printed on the front (I just stick it on a label on a Manila folder. Client takes one look and thinks "Well he is organised. And he has the date and time of the meeting - he must be very busy. So he must be very good." Or they think something like that!).

Now you pull out your best possible pen to write with - I use an old fountain pen and clients love it.

3. I agree with Cloughie on the next bit. Don't mention prices. Don't show her potential designs at this meeting that you think she might like (if she hates them she won't go with you as her designer). Don't tell her in any detail what the expenses are.

You are on a fact finding mission. Nothing more. You cannot possibly show her a potential web design at the first sitting because you haven't analysed her needs yet.

4. First off you should reinforce her buying decisions. "Thanks Mary. You've certainly made the right decision in deciding upon a web site to promote your business. They really have become a business imperative - and they are a tremendously cost effective asset when you compare them to just about anything else."

Then you ask questions, questions, questions. And then some more questions! You are a Needs Analyst at this meeting. "Well Mary, what we need to do at this meeting is to establish exactly what you want your web site to have, I'll certainly provide some recommendations on what it needs to have and do, and we need to establish the best way to achieve what you want it to do - and that is make more sales for you?"

Once you find out all about her business, her logo colours, her market ("So Mary, your market is 40 yo+ women. Okay, I'll make a note there that the font might need to be a little larger than on sites aimed at younger audiences. Of course, we'll test the useability of the site with some people who are your market."), her plans for expansion, her positioning within the market, her products, her level of computer skill ("Okay Mary, so you're not too sure on how to edit web pages. 3 things a web site needs to be are interactive, informative and ever-changing. I'd certainly suggest you need to update your web site on a regular basis - is that something that you would need us to do?"), what sites she likes and why, what sites she hates and why, when do you need the site finished by, etc, etc (the forms should give you some good ideas cyngon), then you are in a position to make a recommendation.

And now your recommendation is based upon an indepth analysis of her business, her philosphy and her needs - she has also just invested an hour of her time with you and you have establish a rapport - that increases your likelihood of getting the job many times.

But don't give her the recommendation straight away. "Thanks Mary. That gives me a terrific understanding of your business and what we need the web site to do. I'll go away and give it quite a bit of thought and come back to you with my recommendations and quote. When do you need the quote by?"

She'll say (usually) "As soon as possible." Then state a specific day and time. "Okay Mary, I'll have the quote to you by 1pm on Friday. Is that good for you?"

Get back home and immediately send her a letter thanking her for her time, restating what she wants and confirming you'll have the recommendation to her at 1pm on Friday.

Now here's where you will excel yourself. Of course you aren't going to have the quote to her on Friday. You lied!

You are going to call at 10am on Thursday and say something like "Mary, because you require the quote so urgently we've burnt the midnight oil and we have our proposal ready for you. It's ready now - when is a good time for us to get together and we'll go over it?"

Now she is impressed. Real impressed. Of course if she originally said "No hurry on the quote" you will think "^%$#^%$#, what is that Jackman idiot going on about!" Ooooops.)

The quote isn't actually a quote. It's a proposal that addresses the criteria she and you would have established in the meeting. It's a proposal that allays all her fears "And of course Mary, we guarantee our service 100%. if you are not happy with the quality of our service then there is no charge."

When you present the quote it's not a quote. It's an investment price. (And that blow has already been softened by you providing some quantification of what benefits a web site can have. She's a small business - she may have brochures. "Mary, 5,000 brochues cost about $800. As we've discussed a web site is an interactive and ever changing brochure for you. And much more, etc, etc.")

That puts the figure of $800 in her head. Beat that and you have the job. Want to charge more? Fine. "So Mary, as you know, an advertisement in the local newspaper costs $1,200 for a quarter page. That ad reaches 50,000 people, 5,000 of whom are your target market. My research shows that 80% of your target market are online and have access to web sites. You have a huge and up to date ad with this site, etc, etc."

And here's the final bit of advice. Ask for the work. I know you're sitting then nodding your head (but that just may be because you're falling asleep at the length of this post!) saying "Of course I will!" But many, many people don't ask for the work.

"Well Mary, you agree that the web site meets your needs on what we identified. Would you like us to make a start?"

Regardless of her answer (Yes, No, Maybe) she gets a thank you letter as soon as you get back to the office/home.

And I lied. I do have another bit of advice.

Take a receipt book. Because you are going to get this job. She will refer her friends to you because of the great work you do (and because you keep reinforcing the great decision it was to go with you). And you are just embarking on the great adventure of designing for a living.

Good luck! Hope that helps.

Jackman

[Sparkie]

Wow! Look who's back! Hey Jackman!

[Isaiah]

Hey buddy!

It's been awhile since I've seen you around.

What's new in Jackman's knowledgeable world?

[hstraf]

Jackman is back!

That was an awesome read. I always enjoy your posts... you have some solid advice there. I actually had a forum thread with you a long time ago and I followed your advice.. and I got the job!

It was a super high-priced job, that I priced way higher than I thought I should have. But I went into the meeting prepared with my pen and folder (and note with the meeting time, etc..), sent the thank-you.. beat the deadline I gave them for the quote..

And they bought it, hook line and sinker. It was amazing. Before that, I never understood what people wanted. You told me something that has become my business motto for selling clients.

"They don't want risk." You told me that most businesses will pay any price if you are perceived as the least risky option.

Cheers!

[M. Johansson]

I actually use an extension of Jackmans folder with sticker, after hearing of it. I use Esseltes Print&Present.

Basically, it's a folder that comes with a separate front, which you put through your inkjet printer, and then attach to the folder. Give it a nice backdrop, perhaps your logo, and the clients name and adress in the middle. Viola! Ultra-customized, ninja-professional folders.

[Crockett]

This is something I've found useful in dealing with the small and medium sized biz market. Try and put together a simple questionnaire that you can either:
a) use as Q/A material after you've given the client your elevator pitch
b) *best bet* fax or email in advance of your first meeting so you all have some common ground going into your first face to face

I usually break down the questionnaire into 6 categories of questions. This shows you have some methodology and are a professional.
1. general expectations
2. current mkt efforts
3. Brand considerations
4.potential users
5. competitive landscape
6. site characteristics.

For 'general expectations' i ask things like:
"Looking forward, what role do you see your website playing in your business in five years?" This gives you the long-term wishlist. You may find yourself thinking 'ok, i see a cms on the horizon - or maybe some sort of tie in with their existing distribution / procurement, etc'
At this stage I also ask:
"What are your immediate requirements concerning the website?";
"What is your timeframe to complete your immediate goals?"; and "What are the three main business objectives of the website?" With thier answers, you'll know how large a project this is, and how knowledgeable they are about how the web may be able to help them increase their bottom line.

I then try gain some info about their current mkt efforts and branding standards (if any).
"What forms of media do you currently employ to attract and retain customers?";
"Do you have any demographic information on your customers?";
"What factors inhibit your company disseminating its marketing message to the public? (CAN POINT YOU TO BUSINESS 'PAIN')";
"Who is responsible for conducting your current marketing activities? (WHO MIGHT I NEED TO GET BUY-IN FROM?)";
"What are your core Brand Values? (Invariably requires lenghty explanation)";
"Do you feel that your offline media effectively conveys the above Values?"

So from the above preguntas, we have some basic knowlege about their business, their 'pain' and what they're looking for both near and long-term. Now we need to get some info about who we're building the site for, its users. Questions like:
"What type of people do you think would benefit from being able to access [company] information on the internet?";
"What types of information are most often requested by current customers?" Try and think of some other questions that might provide insight as to the types of people that would use the client's site.

Competition:
"Who are your direct competitors?";"Are there any websites that serve or compete for your potential customers?
"What websites exist that are good sources of information in your field?"

Then we try and find out what types of sites / media the client likes.
"What are some examples of sites you feel effectively convey the company’s brand to its users?";
"What are some examples of sites that have good functionality?";
"What are some examples of sites that have good design?"

Now, by all means this isn't an exhaustive list. However, with this info, you should be able to write up a very professional proposal that accurately:

1. identifies and answers their business needs

2.provides an overview of the technology required to achieve their goals

3.outlines a general brand / creative concept.

With these three main items, you should be able to land the client - given they're not just idea shopping and that your rates are reasonable and that you come off as competant and .... and..... and.....

GOOD LUCK!!!

[samsm]

Good stuff Crockett!

[platinum]

Wow, nice post Jackman! (people: ctrl-D NOW!)

And dress neatly! these people really like it when you arrive all neat and tidy, and not a full on suit, just not you dirty jeans and t-shirt

Unfortunatly the client gets quite a bit of influence by how you look (they get an impression on how their companies site might be put together ) so spike up that hair (it makes you look more designerey ) and tuck in that shirt!

Don't forget to borrow the parents car as well...

[fashola]

I must say that all the inputs are highly captivating and to the point and thus request the person who posted this question to add the following:

-Examine the working system of the woman business sector.
-Come out with concrete examples of how her web site can/should be part of her information, public relations and sales promotional tool.

-Evaluate her business cycle and base most of your points on benefits,benefits and advantages.

-Prepare a document of vital issues that will be of interest which you will leave with her at the end of the discussion. Make sure during the meeting you don't say one word about your paper.

-Prepare,prepare and prepare and anticipate her asking you tough questions.

[M. Johansson]

Originally posted by fashola
I must say that all the inputs are highly captivating and to the point and thus request the person who posted this question to add the following:

-Examine the working system of the woman business sector.
-Come out with concrete examples of how her web site can/should be part of her information, public relations and sales promotional tool.

-Evaluate her business cycle and base most of your points on benefits,benefits and advantages.

-Prepare a document of vital issues that will be of interest which you will leave with her at the end of the discussion. Make sure during the meeting you don't say one word about your paper.

-Prepare,prepare and prepare and anticipate her asking you tough questions.

Excuse me, but... huh?