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Running a website Working with a client....from hell!

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      CommentAuthorCadore
    • CommentTimeAug 15th 2007
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    Hello everyone, I was wondering if I could get some feedback on how to proceed with a problematic client. I have a small business client who contacted me about a website.After talking with her she decided she wanted a basic two column layout with some navigation, she would provide language, etc. All was good, but here is the main problem. I design the header or banner, whichever you call it, and she says it looks great, she loves it. Then we move onto the navigation, she likes the navigation, but know the header seems "too busy" - take step back. One thing that cracks me up is she said in emails she wants to have a large amount of leaves throughout the design. So I incorporate leaves and she says she is thinking of not having many leaves at all now. It's like she wants to do the design for me? Me designer - you client. Do you understand what I am saying, every step forward she wants to go a step back. Now she has a problem with the navigation, and the background image, that she has loved and hated 4 times already, is a problem. Does anyone have any advice how to deal with a client like this. I was thinking of having her sign off on every little things, but this doesn't make for a happy working relationship. Any advice on you have proceeded with a client like this would be appreciated. Thanks

    Cadore
  2.  permalink
    Well, tongue-in-cheek, ask her how she would do?

    Its very easy to critisise, but when you try and do something yourself, you see how hard it is to do.

    Or perhaps explain your reasoning behind your choice:

    I chose to place some leaves here to break up the harsh gap between header and nav


    I'm sure you get what i mean. Hard to describe it, as i havent seen it.

    To be honest, clients i have worked with have liked the designs, although sometimes a compromise does come up.

    The answer is to embrace their idea, and add your perspective to it:

    You asked for lots of leaves, so i added these along the right hand side, however we can change the opacity / number of leaves if you think it would improve the design for your site


    Ultimately it is their money and their site, so sometimes they are right, but not always

    Hope that helped
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      CommentAuthorrichquick
    • CommentTimeAug 15th 2007
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    OK, here's how I do things.

    I take a VERY detailed brief and get them to fill out a briefing document, telling me, among other things, at least 3 sites they like design wise.

    I then offer them 2-3 complete homepage layouts TO CHOOSE FROM (this is key - if they're picking 1 design they'll choose the one they like most, rather than ripping your one design to shreds).

    Once they've chosen one, I can make some changes to it, based on their feedback.

    They're also allowed to say "I like design 1 but can we try it with the nav from design 2".

    They can have max 2 such iterations of the design.

    Then I get them to sign a document saying they're accepting the design.

    Once that's done we start coding.

    Any changes to the design after that require a change request, which adds time and money to the project.

    It makes for a very happy relationship.

    They know where they stand and so do I.

    Doesn't help you with this client, but it'll help in future.
  4.  permalink
    Hi Cadore

    Yeah I've been there too, but the only solution is to get everything in writing from day one, and make it clear in the contract that it does not include unlimited alterations. One they've used up their quota, say you'll be happy do do it but they'll have to pay. Then you'll see how keen they are to "tweak". ;o)

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