The "Yes" Man No More...

As a young designer, I left college with the mentality that I should always say that you (my client) are right and yes I can do that for you. I guess I felt that if I said no, that my clients would have their "feelings" hurt or that I would develop the stigma of the designer who couldn't measure up. After having dealt with clients that are either well informed or completely unaware, my stance on being the "Yes Man" has changed. Some people understand design like they understand rocket science. They know it exists but are completely oblivious to the amount of work and thought that goes into some of the simplest creations. It is a completely foreign language that they simply cannot understand. Designers understand the complexities that are inherent when it comes to developing good design from scratch, but "Joe the Plumber" doesn't (sorry... but I had to use this terminology. I just couldn't pass up the opportunity to be like the Pres. candidates!).

I am not saying that you should say No to everyone that comes knocking at your door asking for design. Really, I think you should say that you can work with them no matter what but you need to set certain rules and criteria when it comes to working with people that are uninformed. Expressing your concerns upfront with your client can be the foundation to an open communication and trust. That is usually what it boils down to with people that are uninformed. They need to know that they can trust you to accomplish exactly what they are expecting from you.

This is all great but I haven't really given you a real life example for you to see exactly what I mean.

Let's say you have been doing work for a client for the past three months. The work has been pretty steady and they have worshiped you for the hard work and the excellent designs you have provided them over and over again. You're two days away from the deadline to complete all the elements for their campaign. You agreed to a definite list of deliverables and the deadline is absolute. Now your client wants to add four more pieces of collateral and three more pages to their website. What do you say?

First I think you need to sit down with them and really discuss what it is they are asking for. Make them completely aware of the amount of working they are now asking you to do. Bring your planner so that you know what you have already planned for the next couple days. Ask yourself "is this even close to being feasible" and "how much more work do you want to do for this client?" Obviously you need to let them know that the cost of your services is going to increase because of the amount of work has also increased (In most cases, they are already expecting this but it is best to communicate everything that will be affected by this last minute addition... always best to cover yourself just incase). If you can't possibly complete everything by the drop dead date of a couple days out (which is the probable outcome of your conversation), you need to start cutting desired work or pushing them past the deadline. Create a list of everything you have remaining to complete and say, "what do you want to cut from the list of deliverables" or "what is least important to you?" They need to know that these last minute additions have consequences. Be sure you get them to sign off on a final decision ... again just to cover yourself.

Most of you probably understand why this is important. Like I said earlier, you need to have an open line of communication at all times with your clients. They will appreciate it and communicating with them will make your life ten times less stressful. All this is to ensure that your client doesn't take advantage of you and your work ethic. This is a lesson that they teach you back in elementary school and one that can be used throughout your life. If You Give a Mouse a Cookie is a great book (a children's book but it carries a great lesson within). It speaks exactly to the point I am trying to make but puts it in the simplest of terms. Basically what the book is saying is that if you give in once, the person asking for the favor is bound to think you will give in again and then start to take advantage of you. You should check it out (If someone asks why you are checking out a childrens book, you can blame it on me). Your clients need to know that at some point you can no longer be the "Yes Man".