How to succeed with your client relationships


Mary Poppins once said:

“In ev'ry job that must be done there is an element of fun. You find the fun and SNAP! The job's a game”.

While this is true (it must be true, it was in a musical) there are also plenty of elements that are anything but fun in many of our jobs.
As a designer, something that either makes or breaks a project is the client/designer relationship. Get it right and the task is a ‘spree’ but get it wrong and no amount of sugar will help this medicine go down.
My intention with this article is to share with you my tips for promoting a positive working relationship with your client and vice-versa. This is by no means a cure-all but hopefully you will find it helpful.

Firstly a positive affirmation. As a designer you have valuable knowledge and experience.
The client wants a logo - "It will only take you five minutes, it's easy!".
When someone hires a designer for a task, they are paying for that skilled person’s time. This is the same as in many trades all across the world. The problem that I have found in the past is that people can sometimes have a preconceived notion on how ‘easy’ a job is and will tell you as such. This is not conducive to a good relationships. You don’t invite a plumber into your house and presume to tell them how long a job will take or how easy it is – we as designers are no different.
So remember- don’t undervalue yourself – the knowledge that you have worked so hard to gain is helpful, useful and above all else valuable.

Relationships tip 1: Be enthusiastic and professional.

We all know this and I mean ALL OF US. If you have a job…no..scrap that….If you are a human being then you know that if you encounter an enthusiastic, polite and professional person then, nine times out of ten, you’re going to get a good first impression of them. This is a universal truth and essential to building a good business relationship.

Relationships tip 2: Treat people as individuals.

I have worked for over 150 different clients and none of them were the same. I always try to get to know them if it is at all possible – try and find some common ground. This way they know that you are not a robot and that you care about their projects AND YOU SHOULD CARE! It is no secret that the clients I have the best relationships with are the ones that come back to me again and again for work. That makes me happy, not because it’s more work but because they were happy enough with their experience and were happy to come back.

Poker Hand

You've got to know when to hold 'em. Know when to fold 'em. Know when to walk away and know when to run. You never count your money when you're sittin' at the table. There'll be time enough for countin' when the dealin's done.

Relationships tip 3: You gotta know when to hold ‘em and when to fold ‘em.

As a designer you need to be flexible, I’m sure this is no surprise to you. Unfortunately, sometimes a client’s request can force you to come to a crossroads. Do I stand my ground and refuse to do what I have been asked to do? Or do I just grit my teeth and make all the text on his website Comic Sans? It is a matter of making a choice that is the right one for you. I would always say, above all else stay professional. Always try and be as flexible as you can be – go above and beyond as it will give you tremendous satisfaction to see a job well done.

Screaming man

That sinking feeling that we have all experienced at one time or another.

Relationships tip 4: What to do when the when the brown substance comes into contact with the rotating blades of an air-conditioner.

So for whatever reason your project has gone wrong. You’ve missed a deadline, broken the client’s e-commerce store and have no idea how to fix it because you are so stressed by the whole situation. The client is furious and wants your head on a plate – with good reason. If this happens just do this one simple trick to fix everything…Talk to them. Explain the situation. I can honestly say that not burying my head in the sand is one of the hardest but most rewarding lessons I have had to learn in my time as a designer. Explain what is going on, why it has happened and how you intend to fix it – be open and honest – we are all human.

Okay, there you go. Another one of my random lists is out there in the public domain. I hope that you find some of this useful and please feel free to feedback and tell me how right or wrong I am about anything in here.

And finally...
If you are one of my current or former clients reading this, you were definitely my favourite!