I’ve written a few guides for end users, including how not to get screwed by your web guy, and buying first place on Google, but I’ve never really talked about what makes a client a developer’s dream. While it is the developer’s job to correctly assess the client’s needs, and meet them, some clients make this easier than others. (And no, this is not a rant or complaint post; you can get your fill of that at ClientsFromHell. I’ve been blessed to have awesome clients with very few exceptions).
Being an awesome web client means you get a better result, in less time, for less money. So, in no particular order, this is a list of things I love about you, dear clients, and advice to everyone else out there about to engage the services of a web developer on how to be as awesome as you.
You either have clear goals for your project, or you’re willing to engage in a conversation to clarify your goals.
You understand that the website may need to accomplish many different things, and that it should be a cohesive platform that is central to your print, mass media, and search/social marketing, so you continue an ongoing conversation about the business goals as they relate to the site, assess whether they’re being achieved, and adjust your strategy accordingly. Your clear targets help us both to measure whether we’re succeeding.
You understand that you are the voice of your company.
While I can build beautiful, user friendly platforms that integrate with your business systems and social media, I can’t put a voice to your passion. I’ve spoken in the past about the need for businesses to communicate with their true voice; you come to the table with ideas for what you want to say, how you want to say it, and you drive your content creation. You have a document you’ve put together with your content ideas or actual text, and a folder of pics.
You communicate clearly and frequently.
When you have a question, you ask it. When you have suggestions or revisions, you make them specific, and ask about options. You respond to content requests or decision questions in a timely fashion, and you advise of delays as soon as you’re aware of them. We mutually respect each others’ time and schedule, and that makes coordinating our efforts a snap.
You’re receptive to the expertise you’re paying for.
You realize there may be technical limitations to some of your requests, and when made aware of them, ask for options and input. You strongly consider offered suggestions to your layout, design or branding concept, and understand that there are design and/or usability principles that are important that you may not be aware of, or have considered. You recognize that a design suggestion or technical concern comes from a fervent desire to make your project a success, and from experience.
So, that’s how my clients are awesome. Designers and developers, what things do you love about your awesome clients? If you’re a client, what can we do to make your experience more awesome?
I agree with you Chris. In the past, when I would manage accounts of clients that hired us for web development it took us a while to understand why it was so hard to manage clients’ expectations even though from the beginning we explained clearly how the process would be handled best. They agreed with our terms but half way through they would be changing their minds or wanting more for what they paid for…or how about paying the rest of the invoice way past 90 days! Some of the staff had some serious issues. I remember once trying to calm down a client while he would scream he would kill the web designer! This is the reason some of my friends retired from web development…client management. But after some experience in Customer Service I realized that a lot of these problems had to do with the fact that the person doing the job did not necessarily have the skills or patience to deal with customer service; OR, the initial disclosure of terms did not sink into our clients minds. So, we changed our signup process and managed OUR expectations rather than the clients’…and it worked!
The other day, so I could work a little later, I signed up my kids in “PLACE”, an after school program for the public school system in Florida. This program is managed separately by a third party, I noticed, when I made the check. I noticed how they manage the sign up process and their expectations. They mentioned their protocol and what they expected from the client (me) on 3 different documents, in 5 different occasions, and made me physically (sign) recognize the items in 3 different ways.
First, I read a page with instructions on the protocol. Later I filled up a page with the standard blanks any application includes, but in the middle of the page, the protocol was mentioned again and it made me pick my favorite way to handle the terms. Later, on the third document, I had to initial a long list of items along-side of each sentence. When I handed in the 5 completed pages, I got a copy of what I had signed while at the same time, the “customer representative” repeated the terms while looking at me in the eye while I said yes, again and again.
The funny thing is that I violated the protocol on the second day! I was late 1 minute after 6pm! And yes, I had to pay $15 dollars for that extra one minute, but I KNEW that I KNEW that I had agreed and agreed on it…so I followed through without question. Even better, I actually felt relieved that there was an option that would redeem me from the “wrong doing” (kind of like a savior), at this point it was the extra $15 for a minute late. I felt bad for failing, but I was glad I paid and was back to being compliant.
My point is that giving the client options for when THEY fail is important too. And engraving it in the initial sign up process seems to work maaaarvelously.