Feb
20
I’ve been meaning to send you this letter for quite a while now. I’m sorry I didn’t find the time to write it sooner, it was only because I was either too busy replying your 5th email about the new, updated Creative Brief for the website, or listing the 14 reasons why adding a Flash Intro to your homepage is not “cool” anymore.
As much as I love working on your projects, there are a few things that I think we should talk, but first keep in mind that I’m only writing this letter to you because:
That being said, let me continue by listing the issues We need to solve and/or avoid for this and future projects:
So here’s the deal. I’m not Dr. Nick Riviera. You probably don’t know him by name, but as soon as I tell you that he is always the cheaper alternative for medical procedures in The Simpsons, you’ll go “ahhh yeah.. the Mexican looking Doctor”. Exactly.
I really like doing business with you, but Client, I don’t appreciate every time you compare my rates with your Flavor of the Month Designer in India. It makes me realize I made a mistake by not being clear enough in the beginning about two things:
If I do either of those two things, it will mean that I haven’t learned anything at all from this past 11 years working in Design.
It would be like accepting the fact that higher paid projects should deserve a better quality than lower paid projects.
It would make me focus more on the rates, than on the project and it’s goals and I will probably work faster, not because I will be devoted to the deadline or the project, but because I will be trying to land the next project as soon as possible to make it up for the lower rates.
The knee bone’s connected to the something. The something is connected to the red thing. The red thing’s connected to my wrist watch… - Dr. Nick
If I were him, I would probably be OK with everything I just said, but as a serious professional, I can’t.
Do your homework: Research and Plan. It is very important that you do your part of the work before We sit to discuss Colors, Flash Intros and Buttons. The project must be fully planned before We can begin. No matter how tight your deadline is, neither of us can afford to shoot, and then aim.
Setup a list of websites you like, websites that you dislike and be ready to discuss them with me. Keep your competitors close. It’s totally OK to Google the heck out of them, research them, find the things you liked about their approach and try to identify what is their weakest link.
Let’s say your car broke down so you’ve taken it to the Repair Shop and after explaining to the mechanic for 30 minutes all the details about the sudden loss of power and how the transmission gets stuck in reverse, he tells you to park the car near the pit and come back tomorrow.
On the way back, just after paying the cab, you realize the keys are inside your pocket. Because you forgot to leave them at the Shop, you already know the car won’t be ready tomorrow. Obviously you can’t expect the mechanic to move or fix your car without the keys now can you?
That’s exactly what happens when after all the meetings you still forget to provide the copy and images for your website. How serious can a designer be if he just go ahead and uses a generic logo, with generic copy and generic products images to design something that is supposed to be tailored to YOUR needs, YOUR company and YOUR customers.
How safe and secure would you feel if you find out your mechanic picked the lock of your car and moved it anyways? Think about it.
Oh, and while we’re at it, please understand that when I request your logo, I don’t mean the one printed on your business card, and for the last time, NO, I can’t just “scan and enhance it” like the dudes on CSI.
I understand you’re very passionate about you Powerpoint slides and your Word headline fonts (and colors)… I really do, but when it comes to Design, I need you to understand it is my responsibility and obligation to advice you about what direction would be best for the project.
Now I don’t mean to be rude, but seriously, I’m the Designer and one of us need to let go off the wheel. Like Sean Connery said in Highlander, “there can only be one” and you will have to learn how to trust on my abilities and experience.
Think about it for a moment. What if you would go to the Doctor and said:
Just because you know your body, doesn’t mean you know how to identify symptoms or how to treat them. You are right on one thing though: chicks do dig scars.
Yes, I got your last week email about former U.S. Federal Reserve Chairman, Alan Greenspan warning that American economy might slip into recession by year’s end (by the way, how did I end up on your “Financial Easy Reading Club Mailing List” anyway?)
Well… whilst it may be true that the U.S. economy is at risk, I think there is another thing that you should worry more about before Greenspan’s predictions, and that is: Ideacide. Ideacide will bring many Businesses to their knees before the recession does.
i•de•a•cide: | n. | The killing of an idea by person or persons in a corporate setting
Don’t look at me that way, I know and You know we’ve all been in one of those meetings where an idea is killed for being too “something”, too “fast”, too “unproven”, too “far beyond the corporate image”.
Allow people around you to constantly provide feedback and suggest new ideas. Reward that behavior and remember ChangeThis’s Manifesto about ideacide:
In today’s business world, a company’s most important asset is still it’s ability to continually come up with new ideas.
I know helping you is my job, (and believe me, I wouldn’t be sending you this if I wasn’t trying to help you) but I can assure you We will get results a lot sooner if you understand that success it’s a shared responsibility.
Thanks for your time,
- Your Web Designer.
(The letter every Web Designer always wanted to write but never did)
1
This is pretty much the holy grail of what I want to say 60% of the time to clients.
2
Hola!.
Excelente artículo…
De hecho, son las MISMAS Y EXACTAS palabras que de pronto florecen de nuestras bocas hacia nuestros queridos y estimados (¡en serio!) clientes (y amigos)…
Felicitaciones por tu blog!
Saludos desde Chile.
Cristián.
PD: Sorry, but i’m working my english yet…
3
wow and thank you just reading that made me feel better about my current client…
4
Thanks for a laugh. I’ve got a few clients right now I’d like to send this to.
Cheers :)
6
WOW - great letter!!
I recently wrote one of my own - you can see it here. It’s not nearly so polite! LOL
http://www.lisapreston.info/2007/12/28/i-pay-my-bills-with-cash-not-digital-products/
7
Guys! thank you so much for all the feedback.
Sorry I couldn’t get back to you guys sooner, last few days were hectic, working on some clients project, personal projects, etc.
I enjoy a lot writing this kind of articles. I’m a true believer that as Designers we have the responsibility to educate through communication (oh, how didn’t I thought of that for the poster competition) not only the consumers, but also the clients.
I promise to write more about the subject. It is after all a safe form of catharsis :)
8
:’) tal cual ! sobra decir qe me siento identificadisima con tu post, y si T_T que cantidad de clientes que viven en el pasado (web 1.0), puede ser una pesadilla trabajar con ellos, pero como dijiste ‘I will not compromise the quality of my work’ en lo personal =/ por eso sali de mi trabajo anterior =$ que bien me hizo leer tu post, y saber -> i’m not alone :)
9
Gee, If I’m not mistaken, you’re the first Paraguayan Designer to ever come here and leave a comment, so KUDDOS!
After going through your site and resume (nice website btw!) I can totally, TOOOOOTALLY understand what you mean, specially having work in the past for the same people you did.
Every now and then we all get to wrestle with “that” from hell who want a “quick, nice and easy to use” website by YESTERDAY and sees Design as plain decoration. They couldn’t be more mistaken.
10
Did anyone else tell you that they love you for this? So many people have told me they know some guy who will do their website if I don’t, and you know what? I leave it at that and never hear of any website being done.
Or someone will tell you they need a website, when can you have it done? What? I don’t even know what you’re selling! What am I supposed to be putting on this website? “I don’t know, you’re the web designer!” I mostly code for personal gratification now because no one else “gets it”.
So, don’t take this the wrong way but, I love you for this.
11
Lol. There is no such thing as being too honest. I wish I was able to be descriptive as you.
12
A great piece. :) I’m a little bit thoughtful about the “Help me help you” part. Clients can’t really identify the weak parts of visual representations - they don’t have the appropriate knowledge. This is what we (web designers) are supposed to be doing.
13
Great piece! I will now include this with all new client contracts :-). The unsaid truth is that these rules have to go both ways. Attempting to cut a deal with a client suited for Dr. Nick Riviera to get the business usually turns into trouble. I love your site by the way I think you did a superb job with the design.
14
@bezalel: I agree with what you’re saying. Like Steveness himself said it:
<q>Customers don’t know what they want until you show it to them</q>
@MetaSpring: Thank you, that’s very kind!
15
Hiya Juanma,
Thats a beautiful mail.
Neatly sculpted words! :)
Great on your part, for having the heart to telling dummies like me on how to do get things done with the client.
Keep up the good work!
Keep up the fire!
Cheerio!
