The work we do is so
multi-faceted I am surprised so many of us stay in the business. So many designers I’ve met try to do it all
without the correct support personnel. I’m
not going to do another piece on outsourcing but it is good to remember that
particular solution to your staffing challenges. What I want to direct your attention to is
how to make and keep your clients satisfied with the work you and your staff
produce for them. I hear so often about
client’s unrealistic expectations and how difficult it is to deal with those
expectations. Well, I’m here to tell you
it’s up to you to set expectations; not the client. From the very beginning of the relationship
it is you and your firm that should be in charge of how business is done. Your firm should produce the letter of
agreement or contract upon which the project will be based. You decide how and when time charges and
deposits for goods are taken; not the client.
You should make it very clear from the beginning just how you operate as
a firm. Your contract should be concise
and easily understood. Proposals for
goods orders should state how deposits will be paid and when the balance due is
expected. You must adhere to the terms
of the agreement just as you expect the client to adhere to those same
terms. If your contract calls for bi-weekly
billings for time then make sure those invoices go out every other week. If not, you are breaking the contract your
firm presented. As long as every person
in your firm works to meet the obligations of the contract it won’t be hard to
keep the client on the straight and narrow.
This is the essence of good
client and project management. You aren’t
the dictator but you are the voice of reason when it comes to contract
obligations. Make sure you are happy
with your contract and how it works for your business. Review it every six months or so just to be
clear about the contents. Occasionally
ask someone not in the business to read your contract and tell you what it says. You might be surprised at the responses you
get. Make changes if you have to and
keep it as clean as possible. The
framework upon which you base your business and the procedures you create to
ensure good project and client management are part of your overall business plan. Keep it fresh and up to date. Make sure you are happy with how business is
done in your firm. Clients will
recognize your professionalism and be happier working with a firm that stands
by its’ business ethics. Clients will
respond to this precise type of management by paying invoices on time and
working with you and your office to move the project forward in a timely
manner. It will also give you much more
time to focus on the important part of our business which is good design and a
client that will refer you to others and continue to use you and your services
for new projects.
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