Client Relationships

Strategy is about the creation of a unique and valuable position. Organizations need to determine who they are serving, what they are willing to do, and not do, and make sure that that organizations activities “fit,” or reinforce each other.  For designers these strategic areas are a critical component for developing meaningful designs. Unfortunately many clients don’t know, or can’t express their organizations strategy. This makes it exceedingly difficult for designers to create work that is effective.

In lieu of an articulated client strategy, designers can help move clients toward focused design decisions by asking four key questions about the clients business.

What is the financial or strategic goal?

What audience will get us there?

What do we offer the audience that is unique and meaningful?

Can the client sustain this position? Read more »

 Giving a client negative feedback is like walking a tightrope. After all you don’t want to risk putting the project, or your paycheck, in jeopardy. However, when a client doesn’t return phone calls or emails, or says or does something that makes you feel uncomfortable, it can be difficult deciding if it is appropriate to say something. But before you call your client on irritating behavior, first determine if their behavior is part of an ongoing pattern, or just a one off incident.

Peter Bregman, CEO of the global management-consulting firm Bregman Partners, recommends the “rule of three.” When you first encounter a bad behavior, take notice of it. The third time, address it with the client. Read more »

 “That’s the way it’s always been done” is the battle cry of a client who is stuck in a rut.  For designers this outlook can stifle creative solutions and kill projects. Here are three ways to break your client out of stagnant thinking.

1.     Ask questions: Organizations, like people, are creatures of habit. Designers can use the “Five Whys” strategy to challenge their clients thinking, without seeming pushy. By simply asking “why” in five successions, designers can get to the root causes of client rationalizations. Read more »