Maybe you have been in the same position as me lately, picture the following example. Your potential client comes to you looking for a website. They express their concerns regarding being able to update the content, the people they would like to reach, and what they would like their site to accomplish. However they have not mentioned the other majority of the project. Who will be responsible for organizing all of their company’s information, and who will be responsible for the upkeep? While the client is convinced that they need a website, they do not realize the commitment that a site can be.
Typically the first time this problem arises is during the production process. I don’t know how many times I have started a site and got to a point in production where it is time for the client to start submitting content. This is when things tend to turn to the worse. Inevitably the project gets put on temporary hold until the client is able to organize the information, sometimes for months. The other potential pitfall of a successful website arises after you have delivered the project to the client. While you may have discussed what type of content management system the client may need, what may have never crossed their mind is who will be using the CMS and who will create new content. This usually results in the site going defunct and unattended.
So what is the solution?
I think that in each of these situations, we can help alleviate the issue by not being afraid to actually consult our clients before the project begins. Many designers are so excited to begin a project that they do not question whether the client really needs what they are asking for. Doing so serves a number of benefits.
- We position ourselves as industry experts rather than hired help.
- We avoid the client becoming frustrated because the project does not turn out the way they had hoped and does not result in increased business.
- We possibly save the client money, which allows them to view you as a resource and help ensure future business.
While it may be hard to actually suggest to a client that they don’t need what they are asking for once you have shown them that they could possibly save money and time by following your suggestions they inevitably will begin to see your side. I also find that most clients ask for things like blogs with almost no idea what they are or how they actually work. They have only heard that they should be “blogging” and that it will bring them tons of business. This is usually a good time to suggest another service that may benefit them further, such as a simple brochure site with an accompanying direct mail piece. Not only will your project go smoother your clients will see better results, as long as you offer good advice.
So freshen up on your marketing skills, and don’t be afraid to offer another solution. Chances are that by not being afraid to suggest more appropriate services you can gain a better relationship with your clients.
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February 18th, 2008 at 6:51 am
How true this is. Though I am not a professional web designer but I have had a couple of projects where a good layout and took-pains-to-design CMS was starving for content.
After few months they even forgot the password for the admin panel and were trying to contact me on how to recover it. Just because they hadn’t updated it for months.
February 18th, 2008 at 9:23 am
Indeed, some clients definitely aren’t ready for a sophisticated website. I had a client come to me and said they wanted to update their site with photos and offers etc. It’s been over a year since the site launhced and they haven’t touched the site!
February 19th, 2008 at 12:12 am
This article is like deja vu for myself and a partner. Recently asked to build and maintain a site for a fashion designer out of New York, when it came down to placing the clients information into the site, we realized how incredibly disorganized the client was. Not understanding how important organization was to the process was what made the project so cumbersome. It’s really too bad and aggravating to watch.
Learned my lesson to say the least.
February 19th, 2008 at 6:54 am
It is good to see that there are a number of people out there who are actually going through and realizing the same problem.
Unfortunately, I have found that these problems rapidly turn a project into a chore which makes them insanely hard to complete especially if you have an extremely short attention span like me…
February 25th, 2008 at 8:53 pm
Great points, Anthony (or do you prefer Zinni?), and I’ve dealt with clients in this exact situation. I ended up waiting two months for them to approve the contract (after 6 months of emailing back and forth about the process we would be going through!) and I finally decided that no amount of money was worth dealing with a client who thought it was ok to leave me dangling for 8 months. I’m sure the next 24+ months of trying to initially develop the website would look very similar. I think you present some very good advice about offering alternatives, but when do you think it’s appropriate to turn down the client?
(P.S. Adding the Subscribe to Comments plugin might facilitate conversations in your comments!)
February 25th, 2008 at 9:18 pm
Lauren,
Either is fine, Zinni just tends to be more memorable
I my personal belief on when it’s time to let a client go, is when they no longer value you as a member of their team, and instead think of you more as hired help. Typically in a situation like this I tend to try and get as much money up front as is possible if I feel that there is going to be a lot of problems getting the client to keep their obligations. In this situation you are never really the loser as long as you keep yourself on the up side and never invest more time than the money you have collected.
However as a rule of thumb, if I ever find myself in a situation where I have to do any more than 3 initial meetings to secure a project, then I will also try to get as much money as possible up front or pass on the project if my gut is telling me that this project is going to be more hassle than productivity.
In regards to the Subscribe to Comments Plugin. I am trying to actually develop a much better magazine style design for this site. This was my very first wordpress blog, and I outgrew it in about 3 weeks. As soon as my other personal projects clear up and I finish moving this will be my first priority. However, thank you for you great comment, and I hope to see you here in the future, thanks!