Screen Your Calls? Screen Your Clients.

Feb 26 2009

Problem clients don’t get better over time; worse case scenario they go from being challenging to litigious. And that’s why screening your clients is an important message. Once you’ve established yourself, you soon realize that your time is money. And while no one wants a Nightmare Client, not everyone is in a position to pick and choose. But with experience comes wisdom and a keen sense to spot potential problem people.

Here’s a list of several red flags:

Red Flag #1: The Blabber

This client wants to meet in person (under the pretense of paying you) and/or expects you to hold hour long phone conversations or Skype meetings with them. Their excessive talking has little to do with the task and much more to do with their incessant need to hear the sound of their own voice. Avoid this client at all costs and consider them a bullet dodged.

Red Flag #2: The Demander

“I need it done now!” is something you’ll hear this client say. They have no respect for your time. Therefore, they demand that you stop what you’re doing to attend to their project immediately. A RUSH Fee is suitable for handling these types.

Red Flag #3: The Excessive Emailer

Successful clients are busy and assume you are too, so they tend to keep communication short and to the point. The Excessive Emailer doesn’t understand the meaning of brief. With this type, you’re left sorting (and deleting) numerous messages in your inbox. It only takes one long-winded email and/or late-night chat request to spot them. Direct these prospects to your Call Center or Tech Support Department. If you have neither of these options, implement an online Help Desk system.

Red Flag #4: The Budgeter

With today’s economy I think it’s safe to say that most people are on a budget. So when a prospect leads with this rationale, it’s best to assume they’re looking for a discount. Unless you’re currently offering a sale on your services, never discount your prices. (Source)

Red Flag #5: The Simplifier

This is the client who understates the parameters of the project by stating, “What we want is very simple.” More times than not, these “simple” projects turn out to be the most complicated and time consuming. Remember, nothing is ever simple unless it involves time and know-how. Obviously, The Simplifier must pay for your time due to his lack of know-how.

Conclusion

Once a good working relationship is established, most freelancers agree that they accept phone calls at odd hours and offer free help to clients with whom they have a good rapport. These clients are keepers and assets to your design firm. Follow your instincts. Trust your subconscious mind when picking up on these clues. We can’t guarantee that you’ll never take on a bad client but we can at least equip you with a defense.

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Why Let Psychopaths Have All the Fun?

May 12 2013

Get in on the game and realize that first impressions are everything. Quality rules over quantity. Let your first time at bat show that you’re superior at what you do.

I use and promote only 1 brand of business card – a premium card of the highest caliber. And let me say with confidence that, “When we exchange cards, we trump the competition every time.” – Rayna Remondini

Click below, order your cards and get a 10% discount (on me). See firsthand the power that comes with having a premium-quality business card.

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You Get What You Pay For

Mar 29 2013

Yes, it’s astoundingly true! People love getting something for nothing. But do they value it?

Over this past decade, I’ve noticed a cheapening of the web development industry by consumers and businesses alike, who expect to pay ridiculously cheap amounts for web development. And the bottom-feeders popping up across the globe running fly-by-night operations are undercutting real Web Developers who’ve worked hard many years acquiring the necessary skills it takes to build functional and aesthetically pleasing websites.

Get What You Pay For

These “low-ballers” and most often times “novices,” are giving our industry a bad name because they’re the types who won’t be there tomorrow when your website needs updating or develops a problem. And it’s funny how many people are surprised when their cheap websites are poorly designed, or they’re disappointed to find that ongoing technical support or training isn’t available.

Remember – just because someone has set up an elementary site using a platform like FrontPage or Dreamweaver and they host it on GoDaddy or Blue Host, this does not make them a web professional. A true professional charges a higher rate because they’re skilled and experienced. They also incorporate aspects that help grow your business. Search engine optimization (SEO), online marketing (SEM), custom programming, custom applications, plugins and reliable host servers are all integral parts of developing and maintaining your website.

Thanks to the novices and offshore developers, companies and individuals actually submit bid requests as low as $100, which is laughable. Do people really expect an entire website for this ludicrous amount? – because most professional developers bill anywhere between $25 to $100 per hour, depending on their areas of expertise (coding, graphics, programming, etc.). But no matter how expensive the hourly rate may appear, seasoned developers work fast, and you get a lot of production for that rate. This is in sharp contrast to the bottom-feeder’s approach of stumbling around for 10+ hours with limited development skills.

Here’s a litmus test to see if your “web developer” is a low-balling amateur: Ask what programming languages they know and prepare for a blank stare.

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WEBSITE CONSULTATIONS

Mar 20 2013

We offer free, no-obligation consultations over the phone. We can review your current website and discuss ways to better achieve your goals online. While our package prices are listed HERE, we cannot provide quotes without a telephone discussion. Projects outside of our package pricing will be quoted at $65/hour.

We travel (within a 30 mile radius) to your home or office for on-site consultations, which is ideal for any of the following reasons:

In-Home Consultation – Discuss your goals and expectations for a re-design or new website.
Corporate Training – Train your staff in areas most important to you, including SEO/SEM
WordPress Tutorial - Tutorial sessions on how to navigate and manage your Dashboard

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Limit Revisions and Preserve your Sanity!

Feb 25 2013

Starting a design project can be exciting because it’s exhilarating to create something new.

Clients demanding numerous revisions can be a drag, and all the more reason to include an escape clause in your written contract. Now, don’t misunderstand. Revisions are important and sometimes necessary. But on-going, seemingly never-ending requests for inconsequential edits can send a designer into a tail spin of frustration and fury. For those who have yet to encounter this scenario, here’s a tip on how to avoid it.

NUMEROUS REVISIONS SIGNIFY LACK OF CONFIDENCE IN YOUR WORK

What is a revision anyway? Is it a request for content or layout changes; is it defined by the number of times you send a proof via email? When you think about it, it’s not so clear cut, is it? And without clear guidelines, revision requests can turn into a real problem.

By offering unlimited revisions, what message are you sending to your client? Basically you’re saying, ” I don’t feel confident in my work to get it right the first time, so I expect problems and the need for changes during the design process.”

Now, who wants to hire a web designer who can’t deliver the goods the first time around? I think it’s safe to say, “No one. ” So as you design with your client’s needs in mind, remember that revisions are important and if adjustments are needed, by all means make them. Just set guidelines based on your client’s budget and your time constraints. Most importantly, communicate that message upfront during the planning stages.

WHAT’S THE SOLUTION?

To avoid this issue, be proactive. We don’t routinely work on revision basis, but when the situation arises we ask clients to write a concise list. As long as the revisions fall within time quotas and budget, it’s never a problem. However if the revisions create more work beyond the initial plan, we bill at hourly rate. When you communicate that, revisions are controlled.

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