I’m Designer, You’re Client
The other day, a new client came in with what at first appeared to be a relatively simple project that offered the chance to produce something nice — certainly a chance to improve upon the existing piece. Given the simple instructions to “update” and maintain the existing character, my coworker proceeded to do the layout in a clean and functional manner, cleaning some things up but still retaining much of the previous style. Nearly half a dozen proofs later and my coworker was now angrily clicking buttons, cursing under every second breath trying to rid herself of the job. “This certainly won’t have our name on it” was a position we all firmly held. The client was quite happy — jovial one could say. I’m sure my bosses and colleague managed polite smiles.
I thankfully had the advantage of being outside and completely uninvolved with the project. Like a crowd around a car wreck, I couldn’t help but watch in shock and amazement. It was a perfect example of the dreaded client-driven design a college professor had warned of: “You don’t ever want to be just a pair of hands.” It all seemed so easy in the idealistic environment of the classroom, but how does one really create the designer/client balance — or boundaries — in the real-life situation of dealing with clients’ requirements and ideas?
Working in a small firm of four designers, a copywriter, and a part-time receptionist, as well as freelancing when I can, I’ve often pondered how one might, where required, gently remind the client of the $30,000+ that was invested in the knowledge that we’re hired for but often gets completely ignored. Of course not every battle can be won, but does this field simply require a temperament for holding the reigns on a ghastly monster with no control? Certainly there are designers out there that are hired for what they can do, and not what software they can operate. How do you make both quality work and quality relationships with clients? How do you have the client involved, but not too involved? Are there particular methods you use? Or perhaps you have a staff person dedicated to client relations? Or a book I haven’t heard of? Personally, I’ve been considering getting t-shirts that say “I’m Designer” and “You’re Client” and handing them out respectively.
April 23, 2008 at 10:28 pm
Always a touchy subject. I’m particularly irked at typographic suggestions. I get comments like “but italics are only for when you write a word in a foreign language”, and then there’s the never-ceasing-to-amaze obsession with justified type.
I don’t have a universal policy. If I have a strong relationship with a client (personal or professional), I’ll kindly remind them that they’re paying me for my knowledge in design, and not my skills with a computer program, and that they would better serve their own interests by letting me do my job. Other times, like when I don’t feel like the client is open to this conversation, I just crank the job out and send them on their way. There have been a few times when I just get pissed off and give the client a nice, thick piece of my mind. That usually results in never seeing more work from them, but then I wouldn’t have wanted to work with them again to begin with.
April 24, 2008 at 5:14 am
One thing that works well around here is to disencourage the client by saying how our design is really great, but it takes a sophisticated mind to notice that. Works 90% of the time. Some really hard-headed ones still go against the tide, but they usually break at our second solution, the one that goes like, “we understand that YOU don’t like it, but, belive us, this is what your CUSTOMERS want to see.”
April 24, 2008 at 6:27 am
get client signatures on paper that spell out what you and more importantly, they are responsible for, before the project gets underway. get the project time line screwed into wood and signed off on. stipulate a finite number of revisions and charge accordingly for revisions over that amount. keep records like a nazi and never, never, never make exceptions.
deal with the fact that some clients simply do not deserve those hours of your life. for the time, energy and lack of fun dealing with a problem client, you could have three that love your work, pay on time, and let you create awesome work. go find them and get to it!
April 27, 2008 at 9:06 am
I think Adrian Slaughnessy’s book “How to Be a Graphic Designer Without Losing Your Soul” goes in depth about client/designer relations. He describes the partnership as an enlightening one - a symbiosis in which each has something to learn. He argues that design should come from purpose and no design decision should be preconceived.
There is a lot of discourse in the design world about how to deal with “problem clients.” However, I believe that every client is potentially a good client or potentially a bad one. There are some, granted, that have an idea already of exactly what they want and will not be satisfied until they see that executed. However - any good designer, in my opinion, is well served to take the client out to coffee and explain (in a kind, articulate manner) why their preconceived concept doesn’t work, citing specific examples as well as bringing several drafts of an alternate idea (of course in addition to their idea executed) to illustrate to them the power of good design.
It’s a relationship, I think, in which both need to learn. Whatever business they operate, they have a specific skill set that can be important to empathize with. And have them know from the start your passion and love for design, and teach them a little something about it.
Also, gravity tank, a firm based out of Chicago involves the client in their process. They bring corporations in for “workshops” in which they have them create mock ups, 3d models, sketches, etc. I was impressed by this tactic because it helps the client feel like they play a part in the process. It also argues that every person, even if they aren’t design or arts savvy, still has a mind capable of thinking design thoughts. Though the client may make some horrible mock ups, there are still things to be learned, observed, and inspired by within them.
Yay client / designer relations! There is plenty of reading out there on this subject and I find it important to figure this out for yourself — the truth is making good work is one thing, getting it made is another.
April 29, 2008 at 12:26 pm
Design isn’t cheap, and the client really just wants to walk away with the sense that s/he spent the money on something worthwhile. It’s an emotional thing. You have to show total confidence in your work and that confidence will transfer to the client. If there’s a crack in your armor and you show signs of insecurity, the client will pick up on it and try to solve the problem for you.
April 30, 2008 at 7:26 pm
Thanks for the feedback, all. Some of this has passed through my head before, some of it’s totally new. Confidence is definitely the most important, and Ramzy I like your mention of gravity tank and they’re hands-on approach. A lot to think about and experiment with.
June 14, 2008 at 1:55 am
Yo designer dude. I hear whatcher sayin bro. You need to get out from under the man and be your own….ya know what ahm sayin?
I understand ya gotta pay the bills but you are a creative being and must be so. Pay the bills but find the time to be imaginative….cutting edge….trend setting so your so sick of it that you gotta create something new to take the masses’ minds off of it.
Go get.
Sly