I don’t believe that clients set out to be “difficult” on purpose. Sure, there are certain personalities that just don’t mesh, or clients can have expectations of the designer that are unrealistic, or be unclear about communicating, but for the most part people don’t shell out money with the intention of it ending badly.

Projects end badly for a number of reasons, but the majority of them have to do with a lack of communication between the designer and the client.

So what can you, as the client, do to make the design process a much more positive experience?

Here are some ideas:

1. Before you hire, figure out what you need

The decision to create or redesign a website for your business is not something that should be taken lightly. It is as important as your signage, your advertising, or your business cards. It needs to deliver the right message to the right audience, otherwise it is pointless. So you need to put thought into it prior to your initial meetings with your designer.

What exactly are you looking for? What do you expect to achieve with a new website? Do you have a logo or do you expect it to be included in the project? What are your expectations? Who are your competitors? What sites do you like? What sites don’t you like and why? Do you have any color schemes in mind? Do you have a phobia of the color green?

As great as it would be, most designers are not endowed with the gift of ESP. As designers, we understand that you may not be terribly interested in how we get a website done, and we will try not to overwhelm you with overly technical jargon. But there are some questions that will need to be answered before we can commence work. I provide clients with a questionnaire that forms the basis of my website quote and helps me to get a better idea of where the project is heading. If you do not answer these questions, do not be surprised if your designer comes back with something you don’t like, or doesn’t meet that corporate style guide (that they didn’t know about), or is done completely in Flash. This is why we ask those questions!

Download the new project questionnaire!

Every website is a team effort and requires some commitment from the client in order to be successful. As the designer, I am providing you with the knowledge and expertise to get it up and running, but you need to bring the most important aspect to the project – you, your business, and any information that is related to it.

2. Read the documents

See those documents that we spent hours preparing for you? Yes, that stack right there.

Read them.

It’s for your own good.

None of us like reading agreements, quotes, fine print or website briefs. It’s even more cumbersome writing them, believe me! It’s boring. You’re busy. I know. But it is really important that you know what we are offering, what your obligations are, and what things are going to cost you. Because when you ask for the 4th revision of the design, there will be no surprises when we say “sure, but it will cost you and delay the project”.

Would you buy a house, or sign adoption papers, or enter into any other financial agreement without reading anything? I sure hope not! Designers are providing you with a service that will cost you a lot of money, so please, read the documents they give you.

In many cases, it’s not just standard boring legalese in these documents. In mine I have a job spec, what you get for your money, what is included (Flash or not, Content Management System or not, etc. etc.), and what happens if you don’t like the designs. You know, really important stuff, like the fact that to get more than 2 mock designs, it will cost you.

If you read the documents, there are no surprises. And no accusations of us ripping you off, which makes designers happy. And a happy designer means a better design. And a better design means a happy client.

3. Be brutally honest…

It may surprise many to read this, but most designers, myself included, are not in the business of making enemies. Our reputations are all we have, and we will do everything in order to protect them. I know that I will bend over backwards to make sure that a client is not just satisfied, but thrilled. I take particular pride in this.

So, if you do not like a design, especially at the formative stages, please, please, PLEASE SAY SOMETHING. DO NOT SMILE AND NOD.

Yes, I am a creative type. Yes, I have the ego of a coked-out rock star (and occasionally the temper to boot), but I am also a professional, and it is my job to ensure that you are happy with my work. I want clients to not just be okay with my work, I want them to be thrilled and shout my name from the rooftops. It’s how I make my living.

If you have read the documents, answered all questions with proper consideration and I know what you are looking for, then it usually goes smoothly. But if you don’t like the design, tell me. Don’t be afraid. I might have a little private tanty for a few minutes or take it out on the nearest hard surface, but I will get over it and move on, and you will be none the wiser. And that bruise on my forehead? It’s nothing, I promise!

Any designer who expresses annoyance with you for not being 100% happy (assuming you are a “good client” and follow these steps) is probably in the wrong business. We don’t always get it right, and we don’t always work it out when the client is not thrilled (especially when dealing remotely with a client over email). But we can’t read your mind. Or email subtext.

4. …but be constructive

Why don’t you like it? What are your concerns? Does it not meet the initial brief? Does it not fit? Why? How did we misunderstand?

It is one thing to be brutally honest. It is another thing to be a high maintenance or abusive client. If your designer has produced more than 3 or 4 separate designs, chances are that you are not giving them adequate constructive feedback to do their job. If you have already gotten to this point, ask your designer if there is something you are not communicating clearly enough. They’ll usually tell you.

I try my best to listen to clients and give them what I think they need. I don’t always get it right, but it is often because the client hasn’t been clear enough with their requirements, or has been indecisive. If you don’t like it, you need to tell me why.

5. Don’t micromanage

You are hiring a design professional, and most of us don’t just plonk things randomly on the page without a reason. If you have a concern about something, ask. There is usually a good reason why we choose one particular technology over another, or why your logo is in the upper left hand corner. Give us the opportunity to use our experience to help you.

As an aside, if you find yourself tinkering at all with the work of your designer, step back. Resist that urge to open MS Paint and decorate it. Also resist the temptation to tell us how to do our job. After all, you hired us, right?

I once had a client (who, for many reasons, is not a client anymore!) say that they were the “designer” and I was just the “technical person”, despite having created several beautiful designs that the client then played with in Photoshop. (If you ever want to upset a designer and get yourself dumped on purpose, here’s a tip – go ahead and call them the technical person.)

If you find that your web project is consuming a lot of your day, then you might be a micromanager.

It’s a fine balance.

6. Make sure you are aware that signoff is final

With most designers, when you sign off on the design and move into development, that is it. You need to use the time before sign off to make any changes.

If the site is being developed and you decide you want to make a change, that is probably the easiest way to a) stall a project b) cost you a fortune and c) annoy the hell out of your designer. Unless there is a glaring mistake (which there shouldn’t be, because you did read the proofs, right?), do not ask for changes at later stages without expecting a bill.

I always allow plenty of time and opportunity for revisions and perfecting the design, almost to the point where it is probably the most laborious part of my projects. If you are a Good Client and are following the above steps judiciously, you probably would have already taken the opportunity to express your thoughts, been honest about the process, and been clear about your requirements. If you get to the point where the site is being developed and you change the spec, it will cost you.

7. Pay on time

If there is one part of my business that I hate more than anything on earth, it is chasing people for money. I dread having to make follow-up emails, and especially the follow up calls. I am a creative. I loathe the concept of capitalism and the whole needing-to-feed-my-children thing. I hate being perceived as “in it for the money” and adore the clients that are good payers.

If you are going to be a Good Client, please don’t ignore your bills. You’d be amazed how many clients ignore invoices, or pay at their leisure without any communication.

I don’t think that there are many freelancers out there that are unreasonable about money. In fact, more often than not I would have done the odd free task, or not billed for time we should have, or not charged for fonts, or whatever, and all I ask in return is that you pay on time.

If you are having trouble paying, simply let me know and I will work something out. I don’t judge. It’s not that hard. I often organise payment plans for my clients and there are no problems at all.

Most of us just want to know that we are going to be paid and when that will happen.

Now go out prepared and make some designer happy

So there you have it. If you follow most of these points you can be pretty much guaranteed a project that leaves you happier, richer and with a website you love. I know that as a client you want to do the right thing. So work with your designer, trust them, and you may even get a friend out of it!

*I am a 28 year old Web Designer & Developer. You can check out my site here.