Installment #2 in the Ask The Experts series is focused on best practices as a designer as you’re beginning a project with a client. Thanks to my panel of experts for their input on this interesting topic.
When you start a project with a client, what are your first steps? Do you use a questionnaire? Have a phone call? Do you use a contract? What do you think is key to getting started on the right foot?
Char Polanosky:
While I would love to have a questionnaire in place, I still find that the most effective way for me to start a project is to spend 30 minutes or so on the phone with the client. Since each project is different, I can tailor the questions to what I already know and what I still need to find out in order to make the project a success.
I always use a contract that spells out the scope and terms of the project. I learned the importance of the contract years ago – it just protects everyone’s interest the most effectively. Also, using a contract helps manage client expectations which I feel is the most important part of starting off the relationship on a good note.
Vivien Anayi:
It depends on how I’ve been approached or contacted by the client. If I get an email, then I reply with a list of questions to get as much information about the project and the client as possible. Usually my questions are specific to each project & client. Currently I’m re-designing my business web site and considering to put up a PDF questionnaire for clients to download before contacting me for a quote. This should streamline my research and planning process and make it less time consuming.
If I get a phone call or meet in person, I usually ask a few important questions, then ask the potential client to give me additional information by email, after that I either email with more questions or put together a project proposal. I’ve been burnt a couple times for doing business without a contract, so now I always get clients to sign a contract (or rather in my case it’s a Statement of Work) and asking for a deposit before proceeding with any work.
If I’m working with local clients, I usually like to meet with them in person before embarking on a journey of working with them.
The important things to keep in mind when getting started with a client on the right foot are to get a good feel for the client and the project, bring professionalism and personality to your communications with the client, set up clear and realistic expectations, under-promise but over-deliver (David Airey’s favourite mantra that I’m now trying to follow), and finally, keep asking questions until both you and your client are crystal clear about the project’s goals, tasks and deliverables.
Brian Yerkes:
In our online contact form, we ask the client if they want us to respond by “phone or email”, so our response depends on what they choose.
If they choose “email”, we reply with a “thank you for your interest in working with Brian Joseph Studios…etc” and then we ask them a few questions about their project. I have been back and forth on whether or not to use questionnaires. My company has used both and I’ve seen the positive and negative effects of this. Lengthy questionnaires can turn a lot of people off, they see more than 10 questions, and they decide not to fill it out or get back to you. It really seems to depend on the person. Another part of me thinks that if the person is too lazy to fill out a questionnaire for their important project that they are about to spend a few thousand dollars on, do I really want them as a client?
The positive side of having questionnaires filled out by the client is it gives you a lot of information and confirms with you exactly what the client needs. Obviously this depends on the length and detail of your questions, but by doing it this way, both you and the client really understand the specifics of what will be produced. This provides a clear playing field for both of your during the project, and saves you from arguments about what was promised/asked for etc..
Currently, we mainly use the phone to discuss the project with the client. Our prices can be a little at the high end of our competitors so we always make sure to ask the client for their budget before we arrange an in-person meeting if they are local.
So, we get all of the details that we can, and if they have an appropriate budget, we will meet with them. The face-to-face meeting is really just a trust building process. If they are going to spend thousands of dollars with us, they really need to know the person or company they are giving that money to. Some clients don’t need this meeting, but I find that a lot prefer it. It’s makes them feel more secure and it makes for a better client/vendor relationship if you have gotten a coffee with them prior to the project starting.
We then get the contract ready, send it over and require 50% to be paid up front, then we are ready for the project to start.
Tracey Grady:
I try to find out as much as I can about their business or professional activities before talking with them, as it always comes across well in that first discussion if you can show you’ve already done some research.
I arrange for a discussion by phone or Skype, or in person. I have also had preliminary client meetings using IM but I much prefer being able to talk with someone if possible. I have a questionnaire but I now prefer to use this during the discussion rather than sending it out to a prospective client to fill in and return to me.
I use a contract which includes all details of the work to be carried out, and the amount which I’ve quoted for the work. I also request a down payment prior to work starting.
To get started on the right foot with a prospective client you need to be a good listener, prompt with your correspondence, and show enthusiasm for working with them. What need are they seeking to fulfill for their business by approaching you with a design query? By listening, communicating and taking an interest in their business, you’re showing the client that your top priority is addressing that question. You also need to demonstrate that you have a good command of both design and project management, as well as the confidence to see the project through in a timely and professional manner.
One more thing: after the preliminary discussion with a new client, I quickly send them an email outlining everything we covered during the meeting (and asking them to correct any details if necessary), and if it’s a lengthy project I’ll also provide a breakdown of all the stages for their design project from start to finish. Clients appreciate knowing what to expect, and it’s a great way to give a very positive first impression.
My turn:
Clearly setting and managing expectations along with a good contract to protect everyone’s interests lays the foundation for a great working relationship. I usually have a preliminary meeting by phone with a client to get to know them and their business, and gather information about the project. One of the most important questions I ask is “What is your goal for your site? What do you want the visitor to DO?” That is a really valuable piece of information to have in mind as I create the site and the answer can be very different from client to client.
Your turn:
What do you think? If you’re a designer what do you have to add that you think makes for a great start on a project? If you’ve been a client, what do you expect from someone who is providing you with design services?
Do you have a question you’d like us to answer on the subject of design, WordPress, blogging, marketing, etc.? You can either leave the question in the comments or use my contact form.
I’ve found the questionaire to be extremely effective as it not only gives the client a written way to express their needs but it also creates a record (or paper trail) so there aren’t any discrepancies down the road.
Good inputs also from the contributors!
Orlando Website Design
I own a Vegas Web Design company and it seems a questionnaire and 30 minute conversation suffices. We then present the contract with all features listed as specifications, and attach a mockup…
Seems to work though I dont suppose there is a perfect method
For Vivien, I used a PDF questionnaire in the past, but found it to be a bit awkward for clients. There were one or two extra steps that aren’t necessary with online forms. The one disadvantage with the online form I used was that people couldn’t save their answers if they were short on time, but I know this is a possible addition (just not with my meagre web skills).
For Brian, you’ve got it right by asking for a budget before face-to-face meetings. No doubt about it. The last thing we want is to take a few hours out of our day only to find there’s $50 set aside for a logo.
Liking the series, Randa. Nice.
Thanks David, especially for the tip about questionnaire forms. I have considered implementing something like that but not sure what the best approach will be.
Thanks for input, David. That’s a very good point about people not being able to save their long answers in an online form. I’m thinking of putting up a quick online quote request form, to at least start filtering the clients based on their budget & quote expectations.
Its depend’s the business type or project type to choose questionare or not? and most of the FMCG, Systems and all classes of business needs questionare today to know the customer’s pulse…..I accept grady’s words…..
Char puts it right when she said “I always use a contract that spells out the scope and terms of the project.” It is essential to outline every agreement you have with a client. Every point/task that a client wants you to do for him must be clearly put into writing especially because verbal agreements are much harder to prove when unwanted breach of contracts/agreements occur. Having a written contract facilitates the business so much better than having nothing at all. Its professionalism at its best if I were to describe it.
Brian makes a good point regarding questionnaires, I have been continually debating whether or not to use them as they can put people off. But as Brain said if they can’t be bothered to fill out a form, are they the kind of person you want as a client. Thanks for the useful article Randa and thank you to the experts for the helpful advice.
I think it is like any other endeavor where you need the other parties approval. We have forms, but do not give them out if we feel the client is not going to be a active participant in filling it out.
It’s all about meeting expectations, not your own, but your clients. Understand their expectations, draft up and communicate back to them your plan to exceed those expectations and then put pen to paper and draw up a contract.
I always start off every project with a detailed set of specific questions (no form letters), as I feel this accomplishes two things: first, you clearly quantify the scope of the project, so there are no surprises that pop up later on; and second, the client appreciates the attention to detail, as long as your questions are thoughtful and evidence your intricate knowledge. Also, I find it helpful to respond in kind: if the client e-mails me, I e-mail them back; if they call me, I call them; and if they want to meet in person, I offer a follow-up meeting in person. Some clients don’t care at all how you communicate, but some really appreciate your effort, and making the client comfortable and satisfied is the surest way to land follow-up business with them.
A phone conversation is useful as a first port of call to get a feel for things, and then a questionnaire is useful if there are numerous options to save time asking the more mundane questions later, and clear a few things up.
Should be sufficient for the early stages.
Yes, a questionnaire is real valuable, however we really value every opportunity to talk to and WOW a client. This field is so competitive there really needs to be a way to separate yourself from the pack.
Thanks all for the valuable input, Social Media Integration at it’s best! bulbwired.com
I haven’t interacted directly with the client yet, but I’d choose Vivien Anayi’s way. I like her points
As a client of design services one of the first thing I want is the “designer” to make me understand why doing a website “my way” is not “commercial” for me was hard to understand that what I do like doesn’t have to like other people as well and in business my taste doesn’t matter at all but the taste of the people.
Carla
This is a great site, and what a great article…
Char is definitely right about contacts.
I have been using contracts for a few years now and have found them helpful in every way.
They give you, the web designer, a professional appearance and tells the customer that you are serious about what you do. And more importantly they protect all parties.
Unfortunately, like many people I guess, I have learnt not formalising your relationship with clients early leads to problems later on.
Thanks for the great discussion everyone!