1. Establish a Rapport
While it might sound nonsensical, there’s usually some logic behind your client’s seemingly bizarre requests. It’s your job to unravel this logic, not just to find a solution, but to improve your professional relationship. Take the time to listen—really listen—to your client. When you do, you often discover their true intentions, which could be anything from leaving a unique brand imprint to emulating a trend they admire. Reference psychologist Marshall Rosenberg’s book, Nonviolent Communication, for insights on addressing the underlying needs in these situations.
2. Share Your Insight
Your task involves guiding clients away from their impractical ideas and towards your grounded concepts. This means selling your vision effectively and tailoring your approach based on a deep understanding of their goals. Be truthful and link their desires to your proposals.
Connect with Emotions
Clients often make decisions based on feelings rather than logic. Address their emotional needs to make your ideas resonate more strongly with them.
Identify Problems and Provide Solutions
A client’s request for something flashy like parallax scrolling might come from a desire to make their design more engaging. Use this insight to propose simpler yet impactful alternatives that still enliven the design.
Give Them Choices
Allow clients to feel part of the process by offering them options to choose from. This involvement can be satisfying and informative for them.
Storytell Your Strategy
Stories can add significant value to your proposed solutions. Illustrate your points using examples of successful brands and projects that have implemented similar ideas effectively.
3. Charm with Professionalism
It may be tempting to react harshly to demanding clients, but maintaining a good rapport is essential. Suggestions to enhance client relations include:
Be Proactive
Setting clear expectations from the very beginning can help avert crises later on.
Collaborate
Engage the client in the creative process to foster co-ownership and reduce the likelihood of them undercutting or dismissing the work.
Be Open to Compromise
If a client is fixed on an unworkable idea, present reasoned alternatives without confrontation. Keep track of decision-making to avoid misunderstandings.
Exceed Expectations
Target your efforts to surpass client expectations, tapping into their deep-seated desires.
Confidence Over Confrontation
As the expert, share your experiences and insights in a friendly and authoritative manner.
4. Uphold Professional Standards
Preparing for client challenges can save you a lot of future headaches.
Clarify the Brief
Go in-depth during the initial discussions to establish a shared understanding of the project’s vision and goals, which will serve as a reference point for future conversations.
Designate a Point of Contact
Identify who will be your main contact and decision-maker to avoid any miscommunications or detours into fantastical ideas.
Stay Organised
Utilize tools to manage your projects and clients effectively, enabling you to keep track of important correspondences.
Assert Your Boundaries
Be adaptable but firm with your limits, using collected data to support your stance and negotiate terms.
The Real Secret: Understand Your Client
It may sound like a platitude, but knowing the root of your client’s quirks allows you to manage and influence their demands more successfully. Despite odd detours, they, like you, are aiming for success. By comprehending their perspective, you can guide them more effectively, ideally without having to give your phone a flying lesson out the window. Featured image via Unsplash.
