The other day, I was shopping for a suit. This was in some ways yet another reminder of how I’m am indeed short. Upon trying on the “R” suit coats I soon realized that every other suit that I have owned in my life has been a “S” suit, thus my wishfull thinking of myself as a much taller person, had failed to actually make me grow. It’s weird how I don’t really think of my self as being as short as I really am. It’s like I have this weird tall complex. Inseams are another story.

In my relatively short career, there is one over-arching lesson that I have learned. It being that the word “no” is not a “four-letter word”. It isn’t (since it has two letters), especially when dealing with a client. Slowly, I have and continue to learn that word’s importance my relationship with clients. Being (as I have recently been describe) a natural-born “yes-man” it goes against my very nature to say no. For many creatives who are truly passionate about what they do this is a very easy trap to fall into.

Managing Expectations is hard to do.

It goes without saying, managing client expectations is at the core of the client-designer relationship. Educating your clients as to why something takes as long as it does, why something is done a certain way, etc. are all parts of the job that you sometimes don’t think about when starting a new project. For many of us who have worked in the world of project managers and account reps, we enjoy a level of insulation from the the client and his needs/expectations. We take their requirements (often already filtered and negotiated) and do our thing. This is especially true for young designers who have everything monitored and checked by two or three people before a client ever lays eyes on their design. It is often a crash-course in client relations the first time that you work on your own project for your own client. As most savvy business people go, your client will most likely try to get as much work, time and product out of you for the least amount of cost to them. And, if expectations on what they are getting, when they get it and for how much are not clearly set from the beginning, then you will have problems. I have learned that the best way to keep everybody (mostly) happy is to have a clear, explicit contract that both parties have agreed upon, before the first pixel is pushed. With that place you will always have back-up in the event that you do have to use the “n” word.

Like A Mule

Sufficive to say, you’ve had or will have a client with a bad idea for something related to the project at hand. As with anything, consistency and sticking to your guns is imperative. I’m not saying that you should stubbornly argue for cobalt blue if your client prefers perry winkle, but stubbornness does have it’s place. I like to think of myself of as much a teacher to my clients as I am designer. Your client has hired you because as at some point down the line he recognized that you have a knack for design, and they don’t. Sometimes they need to be reminded of this and to trust your judgment. This isn’t always the easiest thing to do. Speaking as a chronic, life-long conflict-avoider this rings especially true for me. The idea of openly and vehemently disagreeing with the person paying me is hard to swallow sometimes, but completely necessary. You should take a cue from so many terrible corporate training videos and stand by your convictions especially when you know you are right. When thoughtfully argued, you further establish yourself as an authority, who is worth the money they are paying you, even if you don’t win the “battle”.

The Optimistic Naysayer

When it comes to actually saying no, obviously it’s important how you say it. The hardest lesson that I continue to have to learn is how to respond to bad idea or ridiculous request with patience and positivity. It’s all simple manners, letting people finish their thought before chiming in. It’s something that I kind of suck at, but is key to really getting your point across. In the end though, I’ve found that the best argument is not what will go wrong if I do something I advise against, but rather, what amazing thing will be accomplished if my idea is executed. Learning to spin things positively is always valuable, especially when saying no.

Pick Up The Pieces

I would hardly consider myself an expert on dealing with customers and have made my fair share of mistakes, mismanaged expectations, and gotten myself in over my head on many occasions. But, I’m learning. I’m finding that the secret to having happy customers and clients is knowing what to say and how to say it. It takes finesse, patience and nerves of steel. Though in the end, if handled correctly both client and designer usually emerge pleased with the results.

A short film by Hillman Curtis (” Sagmeister 08″) a short film about designer Stefan Sagmeister. In so many ways I found this piece to be inspirational and worth sharing.

Enjoy.