What do you do when your client is WRONG?
I think one of the hardest moments for me as a brand new web designer with my first client to serve was mustering the courage to discuss all kinds of aspects, especially when my client seemed to be the “know it all” type. Frustration was what I felt and I just didn’t know what to do: tell my client he’s totally off when it comes to that matter or just “suck it up” and do what I am told to?
There is a time when you need to ask yourself: “Do I tell my clients they are wrong? And how do I do this?”
Many people who had more experience in dealing with clients told me to shut up, take the money and never mind the problem. Some claimed it’s a bad strategy to point to your client he’s wrong, that your client might lose respect in you and trust in your services.
I was torn apart. And then got to the conclusion: I will tell them, in a very respectfu / helpful / delicate manner, but I will tell them.
Over the years I had clients asking for ‘stupid’ things, clients who didn’t quite understand some of the most intricate aspects of my job, thus coming with some ideas that were (to say it nicely) quite “science fiction”. It took quite some effort and tact from my part, but I was always able to make them understand the realities and I do believe this made me respected.
I am not just their designer, I am also a consultant.
I know many people try to keep information hidden and release it with care and even get paid for it. Since my firm never offered only consultancy services, I tried to inform my clients and “educate” them as much as I could. Some of them didn’t even understand what a site is. They didn’t know a site “stays” somewhere on a “special computer”, that it needs a domain etc.
Some of them did have some ideas they stuck by, even if they were wrong. It’s true, they didn’t realize this back then, but they were misinformed. And I always thought it’s important for me as their consultant to also point out the issues that might arise from this. It’s the moment we have to chose: “do I speak? or not?”
Well .. I speak.
When confronted with such an issue, I have to find a way to discuss this and gently point my client towards the correct way. Surely, I can always just ignore the problem, if my client is too stubborn to listen to me and just do my job as he/she asks (even if wrong). Still, I don’t recall having a single client who wouldn’t “bend” in front of the truth. All of them were pleased to see I care enough to risk a slightly unpleasant moment in order to let them know the right way to tackle the problem.
I always position myself as the specialist.
Mean as it might sound, I am the expert in here. When my client asks for a site, it’s clear to me he lacks my expertise, even if some do know a little about templating or working in Photoshop. Still, if they were such skilled designers, I wouldn’t have to work with them. So, it’s clear: my client, even if he/she does know “some” about the work a site involves, still lacks a lot of information and skills I have.
I always like to know from the start how much my client knows, so that we can start from there. I have people I have to “baby-sit” from the first moment and others who have enough knowledge to put up a decent discussion. Whatever the case I can know my client’s knowledge level and not waste time trying to explain simple things to someone who’s already well informed or leave a client way behind when talking, just because I assumed he’s skilled in this area.
“If this was my site, I’d do this …”
Some months ago I created another article here about “client management” and I recall saying this again: I don’t tell my clients “we should do this or that”, but “if this was my project, I’d do this”.
Having a decent portfolio and some good personal sites unde my belt was always a plus for me. I have started this web design career just as a nice hobby, created some (over 30) personal sites with all kinds of scripts and topics and have kept my passion for this matter.
Even when I wrote reviews for people in all webmaster forums I frequent, I’d always think of their sites as if they were mine. It makes everything “personal” and my clients love the fact even for a moment I consider their projects “as mine”. From this I can start advising them and we can work together on a good strategy for their project.
They can’t do more than just say “NO”.
This was what my parents told me, even as a kid. Whenever I would want to ask someone for a favour or just some information and was too timid to do this, my parents told me to try and get the information or favour. Do it respectfully, acknowledge a refuse and take it “like a man”. Sure thing, most of the time, I did succeed in what I had in mind (not that I would need favours all the time or be like a “pest” for the people around me, but knowing I can discuss the matter and get an opinion, really helped).
I always thought that if one of my ideas wasn’t met with a positive attitude, I can just do what the client wants and maybe (if I really disliked the result) not ‘sign’ the creation. When working on a project we can always decide if we want to add it in our portfolio or just work on it, get paid and put it behind if it doesn’t represent our skills or ideas. We do have this freedom, but it would be a pity to just deny our “right” to discuss freely with our clients, just for the fear of some awkward moments.
Always stay positive, always listen and communicate.
Most of the people who diss the idea of telling their clients they are wrong are scared the client might not “like” them or just don’t feel like bothering with this aspect. I do believe that with enough tact and patience we can “teach” our clients some of the tricks and encourage them to not settle for mediocre sites, just because they don’t know better. We can guide them into taking some good decisions and my belief is that a client would respect a web developer more for being honest and supportive than just taking they money.
What do you think? What kind of experiences did you have over the time? How would you see this as a client?
i don’t have relevant experience here, but it does seem important to make your opinion known. after all, if things turn out sourly because of the client’s recommendation, then he might turn around and blame it on you, for agreeing with him. :O
kouji’s last blog post..blog action day 2008 poverty haiku
“I always position myself as the specialist.”
When you show weakness to a client there is a good chance they will strike like a tiger, leaving you with a job you may regret.
Danny Cooper’s last blog post..8 Ways You Can Support Blog Action Day 2008
It sure is vital that individuals let their clients know that they will not be stepped on if they provide information such as the fact that they are wrong in an instance.
Armen Shirvanian’s last blog post..Spoken/Written Words vs. Intent
“When you show weakness to a client there is a good chance they will strike like a tiger, leaving you with a job you may regret.”
My girlfriend has faced this same problem all the time, I get mad at her because she ends up doing things she does not want to do. So I try my best to help and build her.
This has something i’ve been fighting with for the past few years. I’m a little stubborn I guess, and it’s hard for me to look the other way even when money is involved. Thanks for the great info!
It is always hard to work with a client who is a “know it all.” I think you do exactly what should be done, tell it like it is, but in a nice, respectful way. That is sometimes hard but you give some great tips.
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We need to relax. But how can we do so if we are troubled by our own clients… hahaha.
And by the way – informing them is a necessity if we don’t want to disappoint them. But if they do want to buy potential disappointment – take the money and do the job. Not insulting them is a plus
If a client or customer is wrong you have to point it out. If you don’t you are only building on the clients belief that they are right. It must always be done politely and professionally though.
“I am not just their designer, I am also a consultant.”
This is a good thing to remember – YOU are the one being paid to give your knowledge to them. If they are going to be know-it-alls, it’s just because they are uncomfortable with how little they really know. Grab that bull and tell ‘em who’s boss!
You know it depends on client very much. There are clients that don’t take your opinion in consideration at all. They don’t need your advice. They want you to do what they are planning (and sometimes to take responsibility for that).
The only way to deal with that is to try to find better clients
“it’s your site, but I would recommend the following”. If they still insist on doing it wrong, well that’s how they wanted it. Always reserve “told you so” rights! =)
Well, for me, it often depends the client I am working with, some clients I know that I need to becareful when advising them that they are wrong. While others, I know they can take the heat, because thats why they asked me. So to me… its a one on one basis.
Clam Chowder’s last blog post..Manhattan style Clam Chowder
“Most of the people who diss the idea of telling their clients they are wrong are scared the client might not “like” them or just don’t feel like bothering with this aspect.”
takes a while to build courage to tell them.. some people tend to get offensive if they are incorrect.
Jordans’s last blog post..Air Jordan XX3 (23) Premier – Black / Varsity Red
This is the exact reason I build sites for myself
It’s VERY annoying when the person after you got things the way they want say well can you do this and do this and do this I’m like keep your money
Build sites for yourself that make money
thats what I do;)
Nice blog stumbled
Good luck
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If our client customer do wrong, I will do something to solve this problem especially by person to person discuss to solving the case
Always just remember… Your clients hired YOU because they lack the knowledge and skill that you have. If you run across a client who just wants to use you as a sounding board for their own greatness, ditch them right away- they aren’t worth the trouble. If you’re good at what you do you’ll have no problem picking up clients who respect your skill toolbox.
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That’s one problem most professionals would have encountered. Depending on how big a fool the client is I either it go or try to correct them. It can definitely create ego issues and client might loose trust in you quickly
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It does take some confidence but usually a client will appreciate your knowledge if you point out that s/he is wrong. If they insist that they are right it is usually okay to do it their way as long as you make it clear to them that it is not the direction you think is right. That way, if things go wrong, they will see that you were right and will respect your opinion in the future.
This just happened to me today, actually. The solution I found was to make a compromise between the client’s wants and what I thought was the right way to do.
“…Scared the client might not “like” them…”
People always like to be liked. If you are trying to sell something, the best way is to make the client feel YOU like THEM.
If you are confident and approach a client as if they are important to you and you like them, then you really don’t have to worry about them liking you.
Assume their repsect, and respect them and praise them. With that confidence, you can disagree and better serve them to the best of your ability.
You must have a sense to judge your clients first, either they’re willing to rectify their mistakes or will retaliate or feel that you’re trying to point out their mistakes deliberately in a rude way.
It’s difficult but many clients if told in their own way, will realize that they’re wrong and will admire you for your courage and honesty to let them know about their mistakes and help their business. It’ll earn you some good reputation but we’ve to learn how to approach correctly otherwise our good efforts may be deemed as inappropriate and client may feel insulted by your actions.
Not an easy job dude, thats where our communicating skills come up.
Always a tough situation. Thanks for the recommendations!
As a consultant you are obliged to show the customer what you believe to be the best route but ultimately the customer is always right. The best thing to do is document your original advice and make plain your opinion so if the client questions this at a later date you can refer to it.
Hi Ramona, I found your article very interesting and spot on. I’ve never been a people-person myself so I found it a little funny in some places
I don’t mean to be rude, have you ever considered adding videos to your blog or posts to keep the readers more entertained? I just read through the entire article of yours and it was quite good and I agree on many points but there are many visual learners out there that may skip a lot of your content, I found that to be more helpful, let me know how it turns out!
Thank you for the idea and the visit. I should think about this too, but I’d need to work on the video section some more and also purchase some equipment. Believe it or not I have nothing of this sort prepared, but it’s a good idea.
DO not piss them off, you need them to return