How To Tackle Tough Situations With Web Design Client
As a web design company, we are in contact with clients on a daily basis. And like any other business, difficult situations between company and clients come up every now and then.
Unless you have a good idea on how to deal with these tough situations, you will be pulling your hair every time you meet a demanding client.
Below are a list of difficult situations we faced with clients and most probably you are facing them as well.
Your Client Keeps Asking You To Do “One More Thing”
If you are new in the industry, you will most probably accept all the little requests by the client from time to time as you value them as your clients. But after taking on those requests, you realised that you spent way more time on this project than you anticipated. What’s worse is that the client is unhappy that you deliver late.
Talk to the client in person or over the phone or email stating that the original contract does not include all the little requests. If they really want those additions, you will have to charge them extra for the time and effort that you are going to put in and let them know that the deadline will have to extend as well. In most cases, they will agree that it’s fair. However, do not start on those additions before any confirmation. Even if you are willing to take in those additions without charging your client, make sure he agrees that the deadline has to be extended.
It is our duty to ensure things are in order and any additional work needs to be evaluated and agreed upon. Managing clients’ expectation is crucial.
You Agree To An Unreasonable Deadline And You Can’t Deliver On Time
You knew it will be very rush but you thought you can get it done if you worked late hours. But many things came out along the way, and like in Murphy’s Law, “Anything that can go wrong, will go wrong”. In the end, you are not able to deliver on time and the client is unhappy.
You need to give yourself some buffer from the beginning because things will always pop up unexpectedly. As soon as you realise you might not be able to deliver on time, you need to give the client a heads up. Things come up all the time, and usually it’s the client who took too long to get back to you that affects the time you have as well.
The worst scenario is that the client is still being unreasonable. In such case, recount what happened and see if you can provide a discount or additional service to salvage the relationship.
Client Wants You To Amend Your Contract
The client is happy with your portfolio and pitch and want to get to the paperwork. But after you sent them the contract, they are not pleased with it and want you to revise according to their terms.
The changes in the contract will definitely be in their favor. If the few changes are acceptable for you, then go for it and get started with the project.
However, if a client is extremely nitpicky about the contract’s terms, it might be a telltale sign that this client will be very picky and demanding about the design mockups later on.
You have to trust your instincts and use the contract to filter out any potential problematic clients. The terms in the contract are there for a reason and you shouldn’t be modifying your contract in the first place.
You Don’t Agree With The Web Design Changes Your Client Wants
As designers, you sure take a lot of pride in the work you produced. You are hoping that your client will love it completely right off the bat. But when they email back with a long list of changes that you think will ruin the design, you will most probably wonder if you are still the designer for this project.
Stay calm! Do not let your emotions get the best of you. Being angry will not solve this issue. Understand that your clients did not attend any design classes and just want the best possible results for the money they invested in you.
Find out their concerns for the changes requested and if it really affects the overall design, do your best to recommend another change that will not impact much on the design while taking their concerns into consideration.
The constant in these situations is being honest all the time. Be honest to your clients and, more importantly, be honest to yourself. Know what you can achieve with the time and resources and don’t over promise.
Feel free to share with us your difficult situations faced in the comments below!