For the introduction of this post I’ll replay a conversation between a client and ourselves here at OBOX HQ… It went something like this:

Set the scene, it’s just after redesign number five, we’re finalizing the site, and while navigating the now totally-unlike-version-one site the Client pipes up… “Do you not think that maybe clicking around the website is a bit tedious?”

“… Excuse me sir? I think the inventors of the PC spent a few years developing the mouse to have buttons for a reason, but if that’s what you want I’ll look into it.”
(Okay, my response was not so brash, but I did say I would look into it)

I think the term “the client is always right” doesn’t quite apply to the web world as much as it applies to other sphere’s in life (like retail, for example) – sometimes our clients need direction to keep them on the straight and narrow. Because the web is what it is and we can do almost anything, it’s easy to get carried away with big ideas and extreme design directions, at times I think it’s a good idea to step back and review what direction your project has taken, instead of getting too deep and having to back track.

There’s also something that can be quickly forgotten when you’re really getting carried away and in your stride, and that is our friend The Quote – The Quote keeps us in check and, in theory at least, should stop us and the client getting over the top – when a client requests a big change it’s a good idea to refer to The Quote, as soon as you mention you will have to charge 100 hours for (in our case) re-engineering the basic function of the PC and the mouse, they are likely to detract their wild statements and ideas.

On that note, it’s also good to remember that while the quote and the invoice are two separate things, it’s always a good idea to let your client know when there’s an additional cost which is not mentioned on the quote, because there’s a good chance that relations will get sour and payment will be hard to come by. It’s happened to us, and I don’t want it happening to you!

So in conclusion (I know it’s a short post), what can we take from my rant?

• Don’t get carried away on an idea if it’s not in the quote.
• Always communicate with your client as to whether something’s an extra charge.
• Don’t just say yes to your clients’ ideas because you’ve been taught “the client is always right”
• Don’t just say a flat “no” – I always say we will look into it.

So be stern without being rude and stick to your guns if your client is getting over optimistic – it’s not worth the headache and occasionally, against all odds, you may just be right.