» What You’re Missing if You Don’t Challenge Your Clients

Designers constantly get challenged; you have no doubt heard a number of these challenges:

Why can’t you make the logo bigger?
Are you sure the type should be soo small?
What if we added a couple of drop shadows to make it “pop” more?

Clients are very quick to challenge designers on their choices, however the doing the opposite is often met with tension. Because of this tension, some designers eventually give up and let the client dictate the work. We all know the perils of getting into the habit of letting clients dictate projects, however what about taking this scenario a step further and outright challenging our clients?

“Sacred Cows” are not really that sacred

A designer’s job is theoretically to convey the clients message in the most interesting and effective way possible, even though in actuality this is only 1/10 of our job. In order to do this I have found that it is important to just ask clients outright why they insist on doing something in a particular way. Often times it even escapes them why a particular “sacred cow” has developed. It is this insight which will ultimately allow us to push the project further than would have originally been possible.

Picking your battles

Picking which battles to fight is often the hardest part of this process. Unfortunately you just aren’t going to win every battle, knowing which ones to focus on and what to challenge in order to have the greatest possible result takes time and practice. Additionally no two clients are the same, some will trust your experience, others will be uncomfortable, and some will become upset. The one thing that keeps me from becoming intimidated, is knowing that if I didn’t challenge my clients then I wouldn’t be delivering the quality of service they deserve.

Don’t forget the war

I often suffer from becoming caught up in the current project. What I often forget is that sometimes winning some smaller battles and letting others go can help develop a better working relationship for future projects. The important thing is to realize when a client is growing and developing allong with you. Some clients will never change, but don’t write them all off as a result (this is something I often have to remind myself).

Reaping the benefits

Challenging your clients will ultimately cause you to walk a road less traveled. In this space of unique insight, designers are able to find unique solutions that go beyond what is both expected and conventional. Finding ways to bring clients out of their comfort zones and not upset them in the process takes time and practice. However, this is a skill that if practiced can really make a large impact on the outcome of your work.

08/27

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16 Responses to “What You’re Missing if You Don’t Challenge Your Clients”

Richard, Peacock Carter
August 28th, 2008 at 9:11 am

Some wise words: I’m currently working on a ‘work effectively with us’ package for new clients, particularly aimed at those who hire you based on your talent and portfolio, and are very swift to ask for Comic Sans (I kid not) as soon as you show them the first concept!
Tim Butler
August 28th, 2008 at 11:34 am

Funnily enough I posted something very similar (if not quite as articulately) just this morning. I often find it’s a balancing act between giving the client what they ask for and what’s actually the best solution for the project.
Richard
August 28th, 2008 at 1:01 pm

Great article! You can never find enough information about how to deal with clients. It’s a never ending job.
Brad C
August 28th, 2008 at 2:58 pm

Great write up, and important message. They hire you for your expertise and part of that is telling them when their advice is misguided.

One of the reasons I left my last job togo solo was because there was no pushback to the client. As long as you can communicate why you make the design choices you do most clients will really appreciate working with you and you will create better work.
Zinni
August 28th, 2008 at 7:33 pm

Brad,

Thanks for the great comment! I totally believe that it is both an art and science to teach clients what is right for them. This is something I am actively pursuing and will continue to integrate with my firm’s process. Unfortunately change isn’t happening over night, but that not to say progress isn’t being made. I think changing your mindset towards client interaction is the first step, and we have achieved that.
Mokokoma
August 30th, 2008 at 9:41 am

some clients can sure make you choose between communicating (what you’re hired for) or earning whatever you’re charging them (being dictated to do as client says).

Mokokoma’s latest post: Skout’s progress and tips for growing an online offspring
Andrew Kelsall
August 30th, 2008 at 2:08 pm

@Richard,
That’s a good idea. I’ve been pondering using a similar method for a client request form I’m going work on soon.

Should I start with NO COMIC SANS on top

Seriously though, I think we as designers needs to educate out clients more…
Richard, Peacock Carter
September 3rd, 2008 at 6:31 am

I haven’t put it quite like that, but something along the lines of ‘you hired us because we know what we’re doing…’ etc.

Having written it, I came across this gem:
http://www.numberseventeen.com/number17comic21.pdf

We personally haven’t had a client drunk in meetings, though!
Ovi Dogar
September 5th, 2008 at 6:52 am

Very useful and interesting information you’ve got here…;) Thanks for sharing.

Ovi Dogar AbsoluteCovers.com
Dez B
September 11th, 2008 at 12:05 am

I’d like to add a paragraph to the prevention manual:

“It is our policy to immediately burn all sketches, whether drawn by client, client’s neighbors, nephews or other wholly unconnected entities who are helping client for free, if received after the beginning of the design process.

“We retain every right to completely ignore sketches provided when design services are first retained. Supplied sketches (or “comic relief”) may be hung in the break room in order to bring more of what designers call ‘OMG LOL’ into the workplace. Sketched website layouts involving primarily triangles are particularly welcomed.

Client may retain copyright of all original, pencil-on-wide-ruled-sheet works. ”