dating your client is a good idea
as many of you will have seen, recently the below list went ‘viral’ for want of a better word.
being avid readers of design blogs, we’re all too familiar with this type of content, as well as the likes of “crazy client feedback requests!”, “how much your project actually costs!”. Or (from the other side): “my agency has gone awol” or “my designer just won’t listen to me”. most of the time there’s a small giggle at them and then we just carry on. however this time, i decided to pause for a little longer.
what lies behind a list like this?
the satirical nature of it clearly intends to shame the client more so than the designer. but is this necessarily a fair reflection of the nuanced client/agency relationship? we think it takes a lot to get to a point where a list like this really does resonate with our experiences, and so many within the industry share these frustrations — therefore these perspectives do exist.
there are loads of blogs that i could write about this. themes could include:
- communication
- honesty
- reliability
- time
- clarity
…and the list could go on…
but i feel there is one fundamental thing that comes before all of this at the very beginning, and that is trust.
trust must be implicit on both sides for any design or development project (or any client agency/freelancer project) to be successful.
the client needs to be able to trust that the agency or freelancer — WANTS to create the best possible product for them. trust allows the client the peace of mind that the decisions being made are in their best interest. when trust breaks down, this can unravel, and that’s when projects goes sour.
i don’t want to write a blog like “your 4-step plan to building trust with your client”, or suggest any quick fixes.
there is no one perfect way to build trust, and there are no right or wrong answers and it’s an ever growing process and skill.
in my mind it’s a little like dating.
it is relatively easy to tell if someone CAN do a project, but after that there are many reasons why they may not be the ones for the job for you.
much like if i’m looking for a boyfriend. in a way, it’s easy — any guy could technically do the job (as long as he wants a relationship!), but they won’t necessarily be the right one for me.
so just like dating, we have to remember:
- be human: there’s no reason to be insecure or anxious just because money is involved. ultimately, it’s people talking trying to solve the same issue.
- be prepared to let your guard down and share what you do and don’t know — you can then get the most from people.
- unfortunately it’s a long game you have to play: take your time, without expecting immediate results, but at the same time don’t ignore your gut instinct.
- trust is never broken by things being different or perhaps what wasn’t what was initially imagined — trust is broken by lack of honesty. if you say you’re going to do something, do it.
when looking at the list that sparked all of this, there is a perception that clients get in the way of great projects, and this shouldn’t be the case. that foundation of trust will allow both parties to work together.
once you’ve generated and built this trust, you can then go on to build a successful relationship allowing everyone to work to their best ability.
