Propaganda Party: The Pop Stalin Design Manifesto

Over the weekend I received a phone call from someone else’s client. The client was concerned and I can appreciate their concern. However, the situation reminded me of something we may not think about as often as we should—treat clients with respect and honor their business or lose their trust and possibly their business.

Clients: What to Expect from a Design Firm or Freelancer

Keep in mind communication can be lost. Emails can disappear and voicemails are sometimes overlooked so give your firm or freelancer the benefit of the doubt if lack of communication isn’t the norm. Often times your project isn’t the only one that is being worked on and though you should be treated as if you are the only client at the time, sometimes mistakes happen and you’re on the receiving end. It isn’t fair but it is realistic. If it seems your firm or freelancer isn’t going to meet their deadline, you have every right to push, prod or take your business elsewhere.

Freelancers/Design Firms: Treating Your Client Properly

Communication is key when it comes to working with clients—especially clients you’ve never met. The only lifeline they have to their project is the communication they have with you. If they can’t rely on that, then in turn you lose the clients trust. Communicating with a client isn’t rocket science—it’s really about organization and staying at the top of your game—always.

If a client comes to you from a bad experience you’re going to have to work twice as hard to prove your worth because in a sense, the client is damaged goods. It will be up to you to show them that not all firms or freelancers are cut from the same cloth.

Knowing Your Limitations

Sometimes the break down in client communications isn’t the actual communicating—it’s realizing or knowing what your business can handle. If you can’t handle a job when the request comes in, to be fair to the client and to your business, you really shouldn’t take it on.

For example, I received a request for information this past week that I had to turn away because it was beyond the scope of what I could do for that particular client. Being a freelancer, I just don’t have enough resources (which includes folks to outsource to) for their project so I did the only ethical thing I could—I turned them away. It never feels good to have to turn away a project but in the long run it’s good for business and your reputation.

Wrapping It Up

There’s a certain discomfort level dealing with a disappointed client but it makes it a hell of a lot easier if they aren’t your disappointed client. Following good business practices and keeping in constant communication with clients goes a long way in keeping the client happy. Most business for freelancers comes from word of mouth. If you’re treating the client poorly, just imagine the kind of word of mouth you’re getting or worse yet, the kind you aren’t getting.