Comments on: Your Client Problems Solved: Answers (Part 1 of 3)

By: Rafael Dourado

Rafael Dourado — Tue, 07 Aug 2007 14:03:07 +0000

Funny how internet is world wide not just when talking about information, but about problems too. I am from Brazil and sometimes i have exactly the same problems you spoke of.

By: Steve Rose

Steve Rose — Tue, 07 Aug 2007 18:05:08 +0000

Regarding your third problem, I have had success in suggesting to a client that I finish the current project as it was first specified. After that we will begin planning a second phase to incorporate their changes, which will of course incur a fee.

By: Michael McCorry

Michael McCorry — Tue, 07 Aug 2007 23:42:43 +0000

In my contracts, I commonly stipulate that work will not begin on the design until all content is received. Design should incorporate the best way to display the given content. The contract also sets out the timeline for the project, ie. "You have n weeks to collate all content and present to me by X-date. Each day past this date could delay the project by 2-3 days. I will then have the first draft completed and ready to present by Y-date. Allow n weeks for the allowed two revisions, giving an estimated launch date of Z-date."This method allows me to more effectively schedule my workload, plus it manages both the expectations of myself and the client. Most clients agree and are happy to abide by it, althought it may not suit everyone. I also agree with Steve Rose. I’ve recently had to draw the line with a client (it was a committee-as-a-client project who couldn’t seem to make up their mind to what they wanted, 1 week away from the scheduled completion date). I insisted we finish the job as first planned, invoice, then organise a second maintenance project after the client has had time to collect their thoughts and decide what they really want to change.

By: Andrew Faulkner

Andrew Faulkner — Wed, 08 Aug 2007 11:52:41 +0000

Steve/Michael,

Thanks for the suggestions. It's interesting to see how different designers/companies handle these potentially awkward situations. There is certainly a theme of client education and the need for contracts in the answers above.

Anybody had bad experiences in the above situations? How did it turn out?

By: jono1

jono1 — Thu, 09 Aug 2007 00:39:24 +0000

With regards to the final question, as a recent ALA article points out, contrary to what (as designers) our egos sometimes tell us, the content is by far the most important part of a website, and the design should really be built around it. Ideally that problem shouldn’t pop up at all because the content should be written first.

By: Andrew Faulkner

Andrew Faulkner — Thu, 09 Aug 2007 11:43:05 +0000

jono1,

I also believe that this is the ideal way to design, but it's not always done. I find that with some clients, getting all the content is like getting blood out of a stone so this approach doesn't always work. It's a great process if it does though.

By: Jonathan Nicol

Jonathan Nicol — Mon, 13 Aug 2007 09:54:44 +0000

Re: Problem #3. In these circumstances I certainly always charge for any major revisions that fall outside the initial spec, and not at a reduced rate. As often as not, when faced with the prospect of paying for their website twice the client’s urgent (and often ill conceived) revisions will suddenly be forgotten. That may not be a win-win, but it’s a win for the web designer!BTW, I love the builder analogy! Has anyone else notied that either an architect or builder analogy can be used to describe just about any aspect of web design/development?

By: Andrew Faulkner

Andrew Faulkner — Mon, 13 Aug 2007 19:09:06 +0000

Jonathan: The builder analogy is a good one. It’s useful to think about these kind of issues in real world situations to fathom out a potential solution. The problems with working with people in the online world are that ‘websites are cheap’ and ‘it only takes a few seconds to build all the pages.’ People need to see it as a valuable service.

By: 2Clicks

2Clicks — Thu, 16 Aug 2007 18:44:09 +0000

great article! ;)Clients are a pain. A bill is 10% for teh creativity, 10% for the work, 80% for DEALING with the client. That´s why web designers (and ALL designers) should charge largebills! ^_^Cheers form Buenos Aires, Argentina

By: Shane: content writer

Shane: content writer — Mon, 03 Mar 2008 12:26:45 +0000

I completely agree, our company, netage, always has problems with clients such as those your readers have asked questions about, the way we;ve chosen to solve it is basically by tackling the questions before they arise. We send a small document out to our clients containing the questions we’ve had to deal with in the past along with the answers… That way the clients know how the land lies from the beginning