That kind of customer will ask you to do never ending changes to the draft you created – be it to move an element a few pixels over here, or change the font and vice versa – well you surely know what I am talking about. This can not only be irritatingannoying, it also costs you costly time as well as some bucks. Even thoug every single client is distinct, here are some useful tips how to deal with that sort of clients:
Always – and I mean always – set up a written agreement or contract.
It’s just normal that – even if you are a independent web designer – you need to put to paper what you are accomplishing for the client. If the client denies right from the start to sign the contract, you are better off to resign from the work.
Stipulate exactly what your web design task will include.
Have a plan – pen down each aspect you are going to do on the customers design – for instance if you do a website mockup, specify the steps you are needed to take, the hours needed, how many revamps you will agree to, which is surely the most crucial note on your written agreement. Note down something like “design creation incorporates 4 alterations free of charge to the overall design mockup, additional changes or alterations required in a later state of the ongoing design creation are charged accordingly”. Also write down your hourly fees, so the client knows upfront what is coming up on him. Additionally set up a estimated timescale needed to finish the work.
Make some samples
Before getting into the design phase, get your client a first mockup. It’s often easier to change the layout (PhotoShop, illustrator etc) than redesigning the whole thing itself later on. Sit together with your client to discuss what he wants to have changed and what he likes. That’s a good starting point to get close to the final layout. Only then start bringing your sketches to real life applications / websites.
Do yourself a favor by getting a first payment
Don’t do anything before you have not retrieved a nice amount of the total worth of your work. Get your customer to send over you in advance at least 25%, as in case you will split up with the client ( which surely shouldn’t happen ) and he denies to pay the rest of the sum, you have secured at least a bit of the money you are accredited to get. ( What is happening to the rest of it, depends if you did a splendid job and if you are brave enough to claim the rest of your money – worst case inside a courtyard ).
Plan in an total time frame
Before you are starting the design work, get yourself a basic overview, how much time this specific webdesign work will require. Calculate your quote accordingly and plan in overtime; 20% is a good rule of thumb.
What if the customer continuosly demands more and more?
Well, don’t be affraid – it’s business. If your customer signed the commitment, you can refer to that written consent and let him/her know that he surely understands that any extra work will cost more, as utilizing too much time on one project is just uneconomical and that he/she of course would do the same. Most clients acknowledge this, and will pay you for your work. Stay polite, there is no need to become unfriendly.
In case you weren’t that smart, and no written consent was made, well then it’s surely not that easy to find a consensus. If the client demands that these additional requirements must be made and is not wanting to pay more than the total you both have fixed, you can try the sentence above, but if this is not working out, give him the option to either take the project as it is, pay the fixed amount and let the changes be done by another designer, or give him an escape route by dropping your price for the additional work. So or so, this is a unhappy situation, in which you can lose a customer, earn less and lose a lot of time or even get your reputation harmed. So keep in mind to setup a written agreement next time.
Dare to say no
If nothing of the above worked out, or the client even agrees to pay more but still claims neverending changes, dare to say no. Let him know there has to be a point when the design is not to be changed anymore. Some clients simply require one to say when the time has come to go with the draft, and even won’t be unhappy about.
Note down changes and send a new estimate
If you are willing to do more changes, be smart and note down what is required to get those revamps done. Calculate a price for it, and get your client that new estimate. Most of them will then stick with what is done so far, as seeing real numbers on a paper maybe make them realize what it costs to have such demands. Come on – what the heck is really free today? Surely not your work time.
Surely all of this depends on the client type, your ability to express yourself and not all of those tips will work out in all cases, but they are taken from long time experience and can be applied to many situations.
artViper™ designstudio is a high end website design agency serving SME to major players all over the globe. Professional website design bristol develops AJAX and mySQL/PHP applications, designs websites, develops webshop designs and additional modules.
