UX Media

This weeks Big Debate

This weeks Big Debate: Do bad clients really exist?

No
(Matt Goddard)

In the immortal words of the Scottish philosopher Billy Connelly "There is no such thing as bad weather, only the wrong clothes" and so it is with clients.

Let’s be honest, there are some businesses you should never work with and some who are slightly more work than others. Sadly, it’s this mismatch between agencies and clients that allows the "bad client" myth to prevail.

Clients you should never work with
Like people, there are some businesses you should never, ever work with. Do your homework; the engagement process is a two-way street. You can be certain they’ve checked you out thoroughly and you should do the same.

• Do your company cultures fit? If you're an agency that specialises in mobile website design for the games industry then don't commit to creating a corporate intranet. Say NO.
• What's their burn-through rate? If they are burning through a couple of agencies a year, something's broken and you probably won't be able to fix it. Say NO.
• Do you have to cut your prices just to get in the front door? You have overheads so what's the use in going out of business before the job’s done? Say NO.
• Are you being asked for the moon on a stick? You'll never achieve the impossible, so if they aren't prepared to be realistic say NO.

I know it's tough to say no. You're worried where the next cheque is coming from and there’s rent to cough up and staff to pay. But if you say yes you're going to hate it. Worse than that, you're going to demotivate your staff and you could miss the opportunity that's just right for you coming around the corner.

Clients that are more work than others
If there is nothing fundamentally wrong but you find yourself being knocked from pillar to post then it's time to take control. You're the experts, you've been asked to deliver a project and that's what you're going to do.

Four simple tips:

1. Be honest - explain the difficulties and propose a way of working to ensure a successful outcome.
2. Communicate - Let your client know what's happening. You don't have to respond immediately but don't neglect them. Most problems can be resolved quickly with a simple phone call.
3. Set realistic expectations - Do not over promise and under deliver.
4. Set ground rules - How will changes be factored in? What response time will you provide on emails and phone calls?

It's probably not going to be smooth sailing, and you'll probably have to reiterate the rules several times, but in the end you'll find a happy medium that works for both you and your client.

---

Yes
(Ali Peppard)

Companies run by seagulls are bad clients.

We all know a seagull. That one senior exec who flies way up high ignoring the project, only to swoop down at the last minute, c*ap all over it and fly off again.

You will not win with these clients because the ground rules you established with the hands-on project team are trampled over by the management time and time again. Companies who allow, and often encourage, this type of culture are bad clients.

They are the ones who don’t have a structure in place to deal with sign-off. They either allow the project to run for miles then demand a U-turn just before the final destination, or they insist that every suggestion and decision must be signed off by every stakeholder available (or worse, not available).

They are the ones who want you to “make a start” before the project goals have been established and agreed. Worse, they want you to begin user testing before they know what they’re trying to find out. I guarantee you’ll end up with a complete “do over” at least once.

They are the ones that haven’t ring-fenced any budget before getting you involved, but fail to tell you this until the proposals you’ve spent days creating to meet their objectives are dismissed out of hand because of lack of funding.

They are the ones who don’t understand that their change requests will impact the project plan. And then bad mouth you for not delivering within the original time frame.

They are the ones whose name rings a bell… because you’ve heard about them from their previous five agencies. If everyone else with all their experience and knowledge couldn’t get past the ground-in company culture, it’s highly unlikely you will.

I have the luxury of being able to honestly say that I currently do not have any bad clients. I have challenging clients; the ones who stretch me and get my creative juices flowing. I have clients who don’t understand user experience and interaction design, but are willing to learn; they keep me communicating and sharing.

But I’ve been to Bad Client World before and it’s not a happy experience. The demands are exhausting, the rewards are few and far between and the whole experience leaves a bitter taste in your mouth.

--

So what do you think? Do bad clients really exist or is it just a matter of finding the right fit? Let us know and we'll publish your comments before next week's Big Debate.