Web design and the Client

Lets get straight to the point, it’s no good having a client who does not respond. It could be the client doesn’t realise they are required to give a response or the client simply does not understand the point you are trying to impart. You have a problem.

When email is your main communication method with your client, it’s imperative to have effective conversations.

There are many reasons a client may not respond as expected to your emails…

• They have not received your email.
• They are ignoring you on purpose.
• They do not understand that you need a reply.
• They do not understand the point you are trying to convey.
• They are on holiday (or worse, we won’t go any further with this one).

You are the project manager

Clients are generally not familiar with the processes of web design so you must educate them, but, keep it simple and uncomplicated unless details are requested.

Web site design consists of:

• The web site content.
• The web site layout.
• The look and feel of the web site.

A client doesn’t need to know how a server works or the intricacies of using PHP or Photoshop. Just like most people drive their car without caring about the engine in the front or is it the back. I suppose it could be mid-section or maybe electric, who cares as long as it goes!

• Give the client a clear, simplified understanding of the processes and stages involved in the implementation.
• Explain at the very onset that certain stages cannot be progressed unless particular information is made available.

They have not received your e-mail

I know this is so obvious, but also the most important. If you cannot contact the client you don’t have a client.

• Make sure everyone has the correct contact details, email addresses, telephone numbers, snail mail addresses, etc.

They are ignoring you on purpose

It’s obviously important to resolve this situation immediately. There could be many reasons for the client ignoring your on purpose…

• They do not wish to proceed.
• They are having second thoughts.
• They are confused.
• They are going out of business.
• They don’t like you.
• and many more.

There is no point proceeding with a contract if you are unlikely to finish the contract and get paid. A judgement call is needed, can this contract be concluded to the benefit of all parties?

The client does not understand the point you are trying to convey.

• If you request comments on a strategy or idea proposed to the client and the client responds with a totally unrelated strategy or idea of their own there is clearly a misunderstanding.
• If you request page content and the client responds with questions about server specifications there is clearly a misunderstanding.
• If the client misses meetings (online Skype meetings can be quite handy) and then requests a meeting there is clearly a misunderstanding.

Solution – Simplify

Don’t write interrogations. It’s very easy for questions to get out of hand, especially at the beginning of a contract when there are so many questions needing an answer.

You must make life as easy as possible for the client, after all, they’ve come to you because (a) they don’t want the hassle and (b) you are the expert.

Many Questions

If you have lots of questions, make a list, a questionnaire.

• Keep it simple.
• Try to phrase questions in such a way as to prioritize yes/no responses but don’t forget the don’t know response.
• Keep questions simple and too the point.
• Do not make questions ambiguous.
• Keep related questions together.
• Do not pose questions relating to previous responses without explanation.
• Keep it simple.

Single Questions

If you have a question requiring an immediate response you must make it as difficult as possible for the client to go off on a tangent.

• Send an email dealing only with that item, be precise, no padding, no diversions.

Conclusion

The client is not the enemy (though it can seem that way sometimes).

Help them understand and remember, this is fun … for everyone.