We all want to keep our clients happy. But what do we do if they start to tell us, professional web designers, how we should be designing our pages?

 

I've experienced this a few times with clients and have ended up changing the designs to their requirements to keep them happy, but they've messed it up so badly that I cannot include the site in our portfolio. Sure, I still get paid without a problem, but my portfolio didn't increase in size.

 

Has anyone got any tips for being 'firm but fair' with clients in this situation and getting them to understand the reasoning behind the design?

It is a hard line - you really need to give them a reason to not change things to the way they see fit.

 

Usually a client will think you are just saying you don't want to change things because you are being lazy or idle. But if you can give them a reason (like 'it makes the code less semantic which will hinder seo') then you have a chance of swaying their decision.

 

Also; if it is just design stuff; then explain that you think that their target audience would prefer your design; but give them reasons for this. Quote anything scientific like eye-movement on a page; page sizes; browser folds etc...

 

If all else fails - tell the client that you are the professional and need to be trusted with what you are doing; if they insist on making the changes then reject the job.

 

It all comes down to your morals really - do you take the money and not care about the site - or do you take pride in the site and turn down the money if the client is a right tool? It is hard choice

What kind of changes? Purely visual? (Hard to argue for/against as it's usually and subjective opinion - though you could try to argue with some design and composition golden-rules etc.)

If the changes are affecting the usability then you have more to argue for - try to make your client give reasons for the change. Try to find out what the intent is. The client doesn't necessarily ask for what he need -but what he thinks he wants.

 

Though, some times you have better luck talking to rocks. (At least rocks keeps quiet.)

hehe the clients never right lol

 

on the subject of clients....

Suppose it's like having kids... let them make their own mistakes!

Thanks for the replies to my topic so far guys.

 

Yeah I always justify my reasons to the client for not making their proposed changes. I think I may have been a little too soft with some of them though over the years. I think it's time to take a tougher line in situations like this, without taking it too far. I don't want to baffle my clients with technical jargon because that will just scare them away, but I do want to get my point across.

 

Has anyone tried anything like getting the client to send an email confirming that they are insisting on the changes being made against advice provided to them? Trying to think of ways to make them think twice before butchering designs. I'm not lazy and if a client suggests a change that I think will benefit their site I wholeheartedly approve it and implement it for them, I simply want to produce site designs that are worthy of being displayed in our online portfolio and being totally honest, some of the changes clients have insisted on have ruined the visual appeal of a site and have not been included in examples of our work.

In situations like this it's always difficult because whilst you want to please the client, the reason they approached you in the first place is that you're a design professional and experienced at creating web sites. If it's something you feel very strongly about I would argue the point as best you can.

 

How about creating a second layout with the changes implemented so that you can compare them side by side, and talk the client through the potential issues.

when you show your client the design talk them through it and the reasons why you went with certain colours etc ie."Those colours capture the childrens eyes and are visually appealing". By explaining the design the client can see your point of view and might also be less likely to try and ask you to change things.

We all want to keep our clients happy. But what do we do if they start to tell us, professional web designers, how we should be designing our pages?

 

I've had this happen so many times. It is very frustrating as they are paying you, the designer, who has been designing for years and become very good at it to ignore your instincts and do what they want... which is normally crap, as they aren't designers that have been designing for years!

 

Normally, if a client wants to change the design I start asking other people their opinion, if they agree with the client then I'll hold my hands up, say I was wrong and make the changes... that almost never happens though, most people I ask tend to agree with me and think the client must be on something.

 

It is great when a client says, I know nothing about design, you're the expert, just do what you want...I love that!

Whenever I get a client that tries to tell me my job, I explain to them (in a nice way) that I have more experience in designing websites than they do and I know what people want to see and don't want to see on a site. I also explain to them things from a business point of view (i.e. you'd rather buy from a company that has a professional looking site that tells them what they need to know rather than some whizz bang Flash site that has no alternative text content and bores the user because they cannot find the information they seek).

 

When money's brought into the conversation they usually see sense.

Explaining things from a usability perspective is a good way to convince clients - noone wants to hear that their webpage will become less user friendly! It also means you don't have to insult their 'design skills'! This is much harder in graphic design as it simply comes down to preferences...

This is a problem all designers face. My twopence:

 

1) try to maintain a professional distance from the work, it's primarily for them, not your portfolio. You might think that they've screwed the colors, kerning,composition etc - but you're still getting paid. Ask yourself, WHY are you objecting. Does it break the site, or just offend your aesthetic sensibilities?

 

2) ensure that design revisions are nailed down in the contract, or the client can drag out the contract and you won't get paid for the extra work.

 

3) try to establish OBJECTIVES in the design - so you can refer to them and ascertain if the design has achieved it's aims.

 

4) If you still feel that they're making a mistake, get some research to back up your opinions. For example, a client of mine recently wanted to reduce all the type on a site I did so that the body text was at 8-10px. I showed them this article: http://www.smashingmagazine.com/2009/09/24/10-useful-usability-findings-and-guidelines/

...said I was happy to proceed if they still felt that it was the right course of action. Try to frame the design issues in terms that are relevant to their business - i.e SEO, legibility etc. While you're at it, make sure your own design choices are informed by more than aesthetic preferences - form should follow function.

I like to use the Builder and Extension scenario, If I was a builder constructing an extension on your house....

They stil dont listen though