How to Properly Work with Clients: Tips from Professionals

A friendly and paying client who clearly knows what they want and is ready to order a design project in full scope is the dream of every designer. However, in reality, one client can't decide, another wants to save money, and a third may even be "difficult" or conflict-prone.

Together with Anna Poshan'eva, we assure that a successful individual approach can be found for every client without exception.

Anna Poshan'eva is an EXPERT, a designer at In my box studio, who views each project as a search for the perfect layout and composition solution.

Obvious benefits

Successful cooperation with clients who are satisfied with the results of our studio's work initiates "word-of-mouth marketing," which is excellent advertising. Grateful clients leave positive reviews, tell their family and friends about us, and recommend us to others when they need our services.

It is well known that recommendations from close people play a decisive role in making the final decision when placing an order with a particular designer.

On the other hand, if an unsatisfied client holds a grudge, they will definitely tell others about you, but in a negative tone.

Design: In my box Studio

If you are a beginner entrepreneur and do not yet have a circle of satisfied clients, it's time to launch advertising on digital platforms. Don't waste money on advertising in vain; work with proven, well-known platforms that provide reporting upon request and even offer advertising for your target audience. For example, Point Bank gives its customers the opportunity to launch advertising with a total cost of up to 190,000 rubles on large global and service platforms like Yandex.Direct, VK, and others.

It is the recommendations from close people that play a decisive role in making the final decision when placing an order with a particular designer.

Pitfalls

It's not worth dividing clients into good and bad, but sometimes unpleasant incidents can occur during communication:

• the client is dissatisfied with the work and complains for unreasonably justified reasons;
  
• the client is rude and disrespectful in behavior;
  
• the client delays payment.
  

To start, try to understand the situation and identify the reasons for such behavior. Perhaps the client simply believes they are not receiving enough attention, and their caprices stem from this. A "difficult" client is still a client, and it's quite possible to build good relationships with them without dismissing them.

If the designer realizes that interaction leads to mutual losses (time, finances, and nerves) and it's better to part ways with the client by terminating the contract, this should be done in the most comfortable way for the last one. Show tact and flexibility to soften the consequences of such a breakup and avoid negative word-of-mouth.

Design: In my box Studio

A "difficult" client is still a client, and it's quite possible to build good relationships with them without dismissing them.

How to Start Working with Clients

It's best to begin working with a client even before they reach out with an order. In marketing, the concept of a "touchpoint" is used, which refers to all methods of interaction between clients and potential customers with you or your studio.

• your business cards;
• your website;
• advertising;
• your social media pages;
• the interior of your office;
• your appearance and communication style;
• the office atmosphere: comfort of chairs, appearance of employees, quality of drinks, chill-out zone in case the client needs to wait;
• partners;
• clients;
• cases of completed works.

Try to make the best impression during client contact and carefully plan the algorithm for further interaction. When building a dialogue, always think first about the client's interests rather than your own, be flexible in communication, respect personal boundaries of individuals, but also do not tolerate violations of your own.

Design: In my box Studio

When building a dialogue, always think first about the client's interests rather than your own, be flexible in communication.

Legal Relations

With a confirmed client, whether it's a legal entity or an individual, we always conclude a contract for the provision of design services. This helps to interact with the client on legal grounds.

Standard contract templates can be found online on specialized websites, but it's always better to consult with a good lawyer and create your own contract template. It's important to specify the rights and obligations of both parties in case of force majeure or termination of contractual relations.

Here are several life hacks:

• If your business's main asset is software and/or design, don't forget to purchase rights to them through an assignment of exclusive rights contract. Otherwise, you could end up paying millions in fines;
  
• Accounting and taxes are not the most loved tasks for entrepreneurs. You can fully automate tax payments and insurance contributions through Point's service: automatic calculation, deadline hints, report preparation;
• Always keep all emails with your clients, counterparties, and investors. Everything written during business operations can be used to resolve any potential conflict situations.
  

Financial Settlements

Under our standard contract, the amount is divided into three parts, and the client pays in stages: first, a prepayment is made on the day of signing the contract, then the second part is paid upon delivery of 3D models, and finally, the remaining portion after delivery of the full set of drawings.

The last payment accounts for only 20% of the total amount—this protects us in case the client decides to delay payment for some reason.

Choosing a bank for financial transactions with clients today is not a problem. However, always check who the shareholders are, how long the bank has been operating, and what its overall reputation is. For us, the decisive factor was Point Bank’s first place in the ranking of top internet banks and mobile apps for business according to Markswebb Rank & Report.

Design: In my box Studio

A Few Tips from Our Studio

Don’t leave a client with an unresolved issue

Even if you're not ready to solve it right now. Show the client that helping them is very important to you, and a client is not a burden, and you will definitely find a solution to the problem.

If the client is angry at your fault, let them know that their anger is quite justified

Offer support and apologize. It's important to take responsibility and demonstrate your willingness to try to fix the situation, help, and propose ways out. Use logic, focus on the client's "pain points" and interests.

Important Details

First, it's not enough to just behave professionally with the client—what's important is to correctly accept and warm up to the person.

Second, it's necessary to maintain warm relationships with former clients, congratulate them on holidays, inform them about new services and events happening in your studio.

The most important thing, in our view, when working with clients is to think strategically, trying to predict clients' wishes and their "pain points".

Design: In my box Studio

On the cover: Design project of In my box Studio