We’ve all been there. Whether it is said explicitly or not, the clear message of the project is “I’ll know it when I see it.”
When you hear or sense this you hear the big sucking sound of a time waster coming on. Invariable it creates an endless cycle of, “hmmmm not quite right.” If the architectural drawings, high-heeled shoes or ad campaign doesn’t meet their unstated standards, you’re back to doing it again.
Sometimes you can make a handsome profit on all the fees you charge to redo things that indulge the ego of the customer, but more likely than not, your time is wasted until they’re happy. If you have a client who feels the same way, you can work together to save time and money by being clear with each other about what’s wanted. I think helping a client say what they want before they see it is a worthy endeavor.
Here are some good ideas from Seth Godin on how to avoid all this.
Do it on purpose. When engaging with a new client, intentionally create an environment where personal taste is described in advance, and as much boundary-building as possible is done when it’s cheap to iterate, not at the end when it’s expensive.
Demand benchmarks. The world is filled with things that are a lot like what you’ve been asked to create. So mutually identify them. Show me three other websites that feel like what you’re hoping to feel like. Hand me a hardcover book that has type that reads the way you want yours to read. Walk me through a building that has the vibe you’re looking for…
Describe the assignment before you start. Using your words and the words of the client, precisely state what problem you’re trying to solve. “We’re trying to build something that does a, b and c, and not d…”
Then, before you show off your proposal, before you hand in your work, restate the problem again. “You asked us to do a, b and c at a cost of under X. What I’m about to show you does a, it does b and it does c… and it costs half of X.” This sort of intentional restatement of the scope of work respects your client by honoring their stated intent, at the same time it focuses your work on the stated goals.
Make a decision about whether you want a reputation for doing this sort of focused work. If you do, don’t work for clients who don’t buy into the process. Over time, you’ll earn the kind of clients you want.
via Seth’s Blog: Avoiding “I’ll know it when I see it”.