What Clients Say vs What They Mean

We are all familiar with the “clients from hell”. Those clients that don’t seem to have the ability to convey their message properly. As frustrating as it may be, we must learn how to head off the problems caused by this gap in language and meaning.

Here are a few examples of what a client says versus what they actually mean, and the best way to solve this.

1. What the client says:

   “This is a great opportunity for you!”
   
   

   What the client means:
   

   “Do this for free.”
   
   

   Answer: “I really prefer the opportunity to earn money to pay my bills.”

    

2. What the client says:
   

   “This design has to respond to everyone!”
   
   

   What the client means:
   

   “The last designer I drove insane mentioned ‘responsive design’ but I didn’t understand the term, and I didn’t want to pay more.”
   
   

   Answer: “Responsive design would fit your needs better. It’s built into my quote already as it’s now a web standard.”
   
   

3. What the client says:

   “I want people to know this is my website.”
   
   

   What the client means:

   “Make the logo HUGE.”
   
   

   Answer: “I’ll certainly make sure your brand is well represented.”

    

4. What the client says:

   “This website has to be very popular.”
   
   

   What the client means:

   “I want lots of traffic.”
   
   

   Answer: “We’ll build in all the sharing buttons, but you will need to keep up with fresh content, otherwise the website will die.”
   This will keep the client paying you for content creation.

    

5. What the client says:

   “I’m not making changes. The project is evolving!”
   
   

   What the client means:

   “I’m not paying for the multiple changes I’ve demanded.”
   
   

   Answer: “Even so, the costs are increasing over the approved design direction, just so you are aware.”

    

6. What the client says:

   “We all need to be flexible for this project to move it along.”
   
   

   What the client means:

   “I’ll be changing my mind a lot, but don’t want to pay for changes and still want it on time.”
   
   

   Answer: “You’ll find the contract allows you full freedom to be flexible within the parameters of the payment schedules and scope.”

    

7. What the client says:

   “The last three designers were idiots!”
   
   

   What the client means:

   “I’m an idiot and can’t work with a professional.”
   
   

   Answer: “They should have issued you professional contracts to protect your rights, and spell out the parameters of the project so everyone had full transparency and clear expectations.”

    

8. What the client says:

   “We need to build a relationship based on trust and not a piece of paper!”
   
   

   What the client means:

   “I don’t want a contract that will hold me to timely payments and changes.”
   
   

   Answer: “My contract is digital!”

    

9. What the client says:

   “I’ve consulted with a friend who’s an expert in design and they have many concerns about your design.”
   
   

   What the client means:

   “My six year-old daughter doesn’t like the design and she won an art contest at her school.”
   
   

   Answer: “Design can be subjective from person to person. We’re seeking out a design that functions with your brand AND your demographic that will sell at a higher level. How does that friend feel about the functionality and reach potential?”

    

10. What the client says:

    “I prefer you work on site, here, so we can brainstorm as we move forward.”
    
    

    What the client means:

    “I’m a control freak.”
    
    

    Answer: “That’s why I’ve set firm milestones in the process, so you will be aware of all steps in the design, as well as the payments.”

SOURCE: Onextrapixel