Client Facing
Client facing is a type of business role where the employee interacts directly with the customer, in person. As a UI designer, client-facing functions are important and necessery. You’re always working with a variety of clients. Some clients are amazing – they give you a succinct, accurate brief, they allow plenty of creative freedom, they’re open to new ideas, they are prompt with their feedback and they sing your praises to their colleagues. But some ae the opposite.
How to Professionally Deal with Difficult Design Clients
Handle Editing Disputes with Grace
A client requests that edits be taken in a certain direction while you think the opposite approach is best. It’s the classic client/designer battle. While you can gently reiterate why you approached the project in a certain manner, if the client is unwilling to budge, you’ll likely be better off appeasing them.
After all, they’re paying you for the work and, if they want something completed in a certain manner, it’s up to you to provide it. To avoid being blamed for a poor performing project in this situation, tell the client why you took the original design approach before sending off the final edited results. The client will then only have themselves to blame if the design doesn’t generate the results they desire. Also, save copies of the original and edited versions in case you need them for future disputes.
Spell out Contract Terms
Contract terms are the foundation of successful design projects. By ensuring you and the client agree on all terms including how many edits will be provided, the project cost and more, fewer questions and disputes will arise. If disputes do occur, revisit the contract terms and gently remind the client of the original agreement that was signed. If you uphold your end of the bargain, the client will have no grounds for backing out on theirs.
Send Invoices Promptly
You won’t be paid for your work unless invoices are sent promptly for completed projects. Before sending invoices, recheck contracts to ensure you’re charging for the proper rate. Also, clearly state on the invoice when payment is due and the amount of interest to be charged for late payments. By invoicing in this manner, you may encounter fewer payment issues.
However, if you ever must deal with excessively overdue payments, you must make the difficult decision regarding additional actions that should be taken. If the client signed a contract agreeing to pay you a certain rate and they accepted the final project, you’ll have grounds to take additional legal action to collect the money you’re owed. In these situations, it’s typically beneficial to involve a lawyer to ensure the proper actions are taken.
Smile and Finish the Job
While dealing with a difficult client isn’t the image you likely envisioned when first becoming a designer, it’s a situation that most designers encounter. During those trying times, the best option is simply to keep smiling and finish the job. You’re a professional and this difficult client is simply a hiccup in the normally positive projects you complete.
As a new designer, you can’t afford to be selective about the work you accept. However, as your client list builds, you’ll notice the signs of a difficult client as you begin working with them. When such a situation arises, you can politely turn down work that may not be worth your time. While you certainly don’t want to burn bridges with clients who may have strong connections, you must also respect your talents by not accepting work that won’t be worth your time.
It’s important to remember that, as with any profession, you’ll have good days and bad days. By maintaining a positive attitude in the face of difficult situations, you’ll uphold a professional image and will avoid burning connections that could provide future profits. Additionally, during those difficult days, remind yourself of the many perks of being a designer since they typically far outweigh the negatives. Do you have tales of difficult clients you’d like to share or have additional suggestions for handling these tricky situations?
10 Tips for Communicating with a Difficult Client
1. Start With a Fresh Slate
Carrying an attitude with clients is quickly going to ruin your career. Every time you approach a discussion, email, or call from a client you should do so with a good attitude and a positive mindset. Working with a bad attitude is only going to produce bad results and further fuel the flames. Keep your head up!
2. Look Between the Lines
When a client asks you to make the logo larger could they really mean they would like a stronger branding presence? Be sure to completely understand what your client is requesting before jumping to conclusions. Ask respectful questions and get to the bottom of what the client is really looking for.
3. Keep a Level Head
A lot of times you will receive an email or message from a client that seems to be a little pushy or assertive. Take a step back and realize that this may have come off the wrong way, perhaps because the client is not familiar with industry lingo they do not know how to effectively communicate with us without sounding somewhat bossy.
4. Learn to Renegotiate
As a project progresses clients can tend to get more involved and in a result often ask for things out of the scope of the original project. Rather than doing the work for nothing (and becoming ticked in return) or refusing to do the additional work altogether learn to renegotiate the contract. This will eliminate frustration on both sides and hopefully increase the overall efficiency of the project.
5. Communicate with Purpose
Try your best not to get in the habit of shooting off quick messages looking for answers. In return you’ll get quick answers that are not thought out which may carry back-and-forth, eating away at time you could have saved by sending one detailed message. Make it your goal to only send messages with some medium and detail.
6. Pick Your Battles
Putting up a fight is important in ensuring that you clients are getting the best possible results. Pick the battles that will win the war and learn to take the hit on the others. This may take some practice in figuring out exactly what to figure for with each client but once you do figure it out it will make your life easier.
7. Provide Support to Decisions
If a client is a little weary or questioning one of your decisions back it up with proven examples, case studies, or performance metrics. Clients will question you from time to time and it’s only to ensure they are really getting the best possible website. Be ready and willing to provide support behind your decisions.
8. Put it in Writing
I work best when I have something to reference or fall back on. Keeping all of my discussions in writing not only helps me stay on track but also allows me to reference previous discussions if any questions arise. Whenever you talk to a client over the phone or meet to go over the project send them an email recapping your discussion. They will appreciate the summary and it will allow you to stay organized.
9. Interrogate the Client
When push comes to shove and you are truly struggling with a client interrogate them to find out what they are genuinely looking for. Do it tastefully and do your best to really get the client thinking. The harder they think the better they are at being able to express what they have in mind.
10. Never Stop Communicating
Always keep the communication line open between you and the client. Keeping them in the loop and allowing them to ask questions will ensure them that you are doing your best work and ultimately care about their project. In the end they will be in a better mood and you will be able to sleep better at night knowing your client is happy.