Most of us would nod our heads in yes on reading the quote, quoted by Sam. It fits best when it comes to the relation between the customers and the employees of the company. Over the evolving years, no wonder what business or profession you are in, CLIENTS love the due advantage that they are given by the employees of a company. For example you go to a coffee shop, where you are a regular customer and you get preference over others, you feel good and important. Dead sure, you would want to go there again and again. Same is the case when it comes to your clients. The more you involve them in your discussions and take their advice regularly, the more happy and contented they are. Yeah, yeah, I know sometimes clients do turn up with an advice that would not only spoil the project but may result in the long term losses and indeed it is next to impossible to make them understand, but it is the way it goes. And the worst part is you need to bear with them and implement them in the project that you are to design. The best solution or way to handle such clients is to avoid them with grace and dignity. Here are few steps that would help you in doing so.
No emails, Please:
The first and the basic step is stop mailing the images / screenshots of the website that you have been developing every now and then and then put up a question mark, asking for their feedback. This is the pit hole, where most of the designers fall and land themselves in trouble by asking how it looks. Almost 60% of clients won’t approve at the first go. This doesn’t mean that you are not suppose to involve your clients in the designing process, but it means that give them a definite design and ask for the constructive feedback.
Wait, you are on hold!!
Generally, what designers do is they wait for couple of weeks after they have completed their task assigned to them. This not only causes frustration and irritation at the designer’s level, but also tend to spoil the relation between he both. To avoid it, it is necessary to keep the client absorbed with the process and every stage of designing and development. And to do so one can choose from showing the designs by meeting physically to the client, send him emails, through drop box or on Skype. Whatever the mode is, that doesn’t make any difference, what matters the most is the client and their involvement.
It is advised that in case you need structured feedback, one should create a flow for the same and should not accept any feedback that comes via phone or verbally. This is the first rule of having a structured feedback. The second rule states that one should quote specific questions that are related to designing and not leave any open choices for the clients.
One should always bear in mind, that you are the one who have been given the role and responsibility to create something and resolve the issues in your own manner. Clients have nothing to do with it. So it is better that you just take their suggestions into considerations that enhance the look and the feel of the website, and rest take the reins in your hands, as clients are generally unaware about the development process.
Apart from these two steps there are two rules that one should keep in mind when it comes to having a brainstorm and composed feedback from the clients. These rules can be stated as:
Don’t have or try to get in the client unnecessarily into the picture. Simply don’t mail the static images and ask for the feedback, as this won’t do any good for either of you. One should always take the charge of the discussion and keep the situation under control by having important and to the point discussions with the clients. It is important that one tries explaining the idea that you have applied for the design and provide logical reasoning for the same. This might be strange, but it is true that the clients love to know and learn what all it goes when a design is framed out. It fascinates them and keeps them more interested in the project. It is found that clients keep returning back to the companies that have been successful in explain the logic’s and giving the clients tips about their websites, than the regular service providers.
The second rule states that if in case you have some time to spare, give your clients a session on how to give a structured feedback. These workshops are not only beneficial for the clients, but also for the designers, developers and the project managers, as they get a fair idea about the mindset of various clients and gives them more experience in handling specific and trouble making clients.
As per the last and the third rule, one needs to be quite professional and should get one thing clear in his head that no personal grudges to be attached. This means that when exiting at the door, one should keep their personal feelings away and just focus on the design and the improvement part. This is for both, the designers and the clients. It is healthy to agree and disagree on specific points or issues, but egos should be involved anywhere.
These rules aid in building a strong and faithful relations with your clients. This is one of the crucial aspects while making your clients happy and by doing so, even you feel contended at the end of the day that you have been able to satisfy a client by maintain your dignity and ideas intact!!