Mutual Respect

Let’s discuss the mutual respect that there should be, between a client and a professional designer, or anyone working, no matter the industry.

Setting up and traveling to meetings with clients, who don’t show up, or don’t call to cancel is unacceptable. How about when we write estimates for potential clients, and they never respond again. How about thinking we’ll show a sample design for free to gain a client or do endless revisions, to the point where we can’t wait for the assignment to be done?

What is it about our profession in recent years, that we do not seem to get the respect we deserve?

I hate to say this because I love my computers, (macs of course, I do have a pc but I only use it to check website development, cross-platform) but I think since computers came to our aid in helping us create digitally, it made every worker in an office think they’re a graphic or website designer. In turn, it has watered down our profession.

Recently, I had a meeting scheduled with a client that I just started working with. This is not the first time this has happened but I arrive at the scheduled time, and he’s not there. He’s not on the way, or going to be late, but is on the phone with someone at the business. He didn’t even call me to cancel, or say he’d be late, but forgot, again? Well, my time is just as valuable as his, I traveled to get there, and this made me angry. It makes the assignment an unpleasant experience and now I just wish the job was finished. Now, I’m going to admit, this doesn’t happen very often, and occasionally I have clients who cancel down to the wire. These are not clients I enjoy working with, and will most likely not work with them again in the future, unless they come or just send documents to me.

Writing estimates for potential clients. I do have older estimates that I can open up and alter to fit the particular client I’m writing for, but depending on the potential client, and the assignment, an estimate can take between 1/2 hr – a few hours. Many times, I put it aside and come back to it later or the next day, to make sure it says everything it needs to. I know it seems like a lot to ask, but would it be so hard for someone to just respond? The first issue is, you don’t even know if they received it, unless you mark the email with a return notification. Sometimes, when you’re sending an attachment your email could go into their spam folder, and they might not have seen it. While reviewing designers, is it so difficult to just send a thank you for applying, we’ll let you know, or we’ve selected another? At least then you know they’ve gotten it, and you were considered.

Can you show me what you have in mind? For Free? Sorry, but this really annoys me. The whole point of having a portfolio, a body of your best work to show, is so that potential clients can look through your work and have a clear understanding of the quality of what you would deliver. If they cannot tell after seeing all of your design samples and are willing to hire you, then you probably don’t want them for a client. A designer begins with a concept, and that concept is in their mind, before they touch the computer, so if you want to know what my concept is, you’ll have to hire me to find out.

I will admit that I was tempted on whim to enter a logo design contest on 99designs, but it was because I was new to this site and invited, so when I looked through the samples submitted up to that point, I felt they weren’t the right approach, and a concept came to me immediately, so it wasn’t that difficult to put together what I had in mind, and submit the two color variations. I won that contest and they became a paying client, and hired me for a second assignment. But, I am against this type of website that puts designers working for free, competing against each other for little gain. Imagine if 99 designers enter a complicated assignment like website design, and with all the work involved, only one person can win and get paid. That’s a lot of designers working very hard for free. I think a site like this was created solely for lazy clients, who’d rather not look through those 99 portfolios and just choose the right designer for their assignment.

I had a logo concept in my mind come to me for the green books campaign which I was started by Eco-Libris and is for a great cause. I knew that over 100 bloggers were participating, (being one of the bloggers) reviewing 100+ green books, and it would be good publicity for me if those bloggers used the logo in their review, and many did. So I put it together, sent it along to Eco-Libris and they liked it and used it immediately. It was definitely worth the effort, for a good cause and the publicity it would draw to my work and in addition, my cause with Mary Jo Rhodes, Frogs Are Green.

Endless Revisions. When I write estimates they always stipulate how many revisions will be included but that never seems real to clients, who send their copy changes over and over. I’ll never understand why clients cannot review their copy carefully before sending it along. Whether we’re working on a print marketing project or a website page, the copy has to be loaded and styled. Don’t they realize we must redo it, if they send a new document? Recently I’ve also seen clients tell you the size has changed after you’re finished. This a complete redesign, but they don’t realize what’s involved. Imagine I have designed a book cover which is horizontal format, and after approved, the client now wants the cover in a vertical format, I must redesign the cover altogether.

All I’m saying is that we deserve the respect that we give to our clients, and I look forward to hearing your stories and/or comments.

For the most part, over the years, I have had good experiences working with non-profit organizations and first-time clients. I do however think this depends on the type of company. Some of them have been theatrical companies, and since we know that the “arts” funding and budgets have been slashed, I’m always willing to help them when I can.

Since the Spring of this year and the launch of my blog with Mary Jo Rhodes, Frogs Are Green, more non-profit agencies have been coming my way. I’ve been writing estimates for different types of companies, from theatrical companies to environmental agencies and charitable organizations. The assignments range from blog or website design, to brochures, signage and print marketing.

From my experiences, both good and bad, I want to share a few tips to keep in mind when working with non-profits or first-time clients.

1- Just because a company is a non-profit, it doesn’t mean they don’t have the money to pay you. Make sure to write an estimate, get a signed contract, and a partial payment up front. This way if they cannot find the funds for the balance, at least you were paid something. You should always divide up the payments, so there are milestones. You also have the option of a suing if you’ve got the documents in writing and signed, and the client didn’t pay.

2- You believe in their cause and that’s why you’re working with them, but don’t let them take advantage of you, by having you revise over and over. Make sure the amount of “rounds” were written in your estimate and/or contract, so both parties know what to expect. Make sure the client knows that if the scope of the project changes, the price goes up.

3- Make sure that you know who you’re working with. If a certain person hired you, but then all of a sudden you seem to be taking corrections or working with a bunch of different people. Stop. Talk to the person who hired you, have them field all opinions and have that person write or call you.

4- Make sure that the client only has low resolution files, and once all payments are made, you give over the final files or high resolution work. I know this can be difficult, because many clients won’t pay the balance till they know they have the files, but it’s important to at least attempt this. Now, I’m not saying this should always be done, only with first-time clients. Too many times a client takes the work and you do not get the balance, or hear from them again.

5- I suggest a bit a research on the first-time client. Look them up on Google, who are they?, learn about their company. Make sure you know who you’re working with.

6- Some clients have day jobs and work on their company or non-profit on off hours. May sure they’re not calling you on those off hours. When you work all day and want to relax in the evening, you don’t want clients calling to discuss projects.

7- Design may be subjective, but our business is no different than any other. If you hire someone to paint your house, and after they’re finished you decide you don’t like the color, do you think the painter will not expect payment? What if you decide now you want him/her to start over with a new color, don’t you think they’ll expect to be paid more? So, why in the design profession does it seem acceptable, if someone isn’t happy with the result, they can walk away without keeping up their end of the agreement? A perfect example of this practice would be an online job search listings website, where a client can hire you and put a payment into escrow. I will never agree to this because as I just stated they can withdraw if unsatisfied, or they might be satisfied and planning to use the concepts without your knowledge. Escrow agreements are a terrible idea and quite one-sided.

8- My policy is a simple one. If you want to know what I would design for you, and you alone, you must hire me to find out. And absolutely no free sketches! Let me repeat that, never give away your ideas for free, unless you’re truly compelled to do something! My years of experience and portfolio should speak for the quality of what someone would get. If there aren’t enough design examples in my portfolio, for you to know what you would get from me, then you’re probably not a client I want to work with.

9- Knowing when to walk away. Sometimes with all good intentions an assignment gets out of hand. Recently, I was engaged to revise something for an individual. With each round of revisions made, I received, in the mail, a printout with a ton of additional corrections. After completing my third and final round, the client gave me some new guidelines on the project, and if I were to go to a fourth round, with these new guidelines, I was going to have to start over. Instead of asking for more compensation, I chose to walk away. The whole experience did not go well, and I knew it was never going to end. I made the smart decision in this case.

10- I want say a little about mutual respect. I work very hard for my clients, and I’m very thankful for each client I gain. I treat them with respect and will always do all that I can. By respecting my clients and gaining their respect in return, I’m fortunate to have a lot of repeat business. I’m proud that so many of the websites I’ve designed are still online, year after year. Whenever my clients need something they know they can count on me.

You’ve done all the work, created something of value, and the client isn’t fulfilling their end of this agreement. This is always going to be different for each individual and assignment. I have had and heard my share of complaints. Sometimes, you’ll go to court and sometimes you’ll just be upset and let it go. We have to determine each case as it comes along, but if we can remember to be careful, and protect ourselves, this business will always go better for us.