Ignore your instinct.

Customer is unsure, has questions, is indecisive. Are they ready? Or a chronically indecisive person? Will they second guess you? Will they keep moving to goal posts so you will never score?

Instinct tells you, this will result in a colossal failure, but your feelings about the person, product, service are good.

When you’re in client services, it’s going to be your fault. You may be afraid to stay at a bad job, because of economic insecurities, confrontation, your reputation. Understand when to turn away. Your feelings may say, it’s only one more redesign, on more set of wireframes, etc. You’ll end up being miserable.

You shouldn’t take the job because you fall in love with the product, the romance of the story and everything else doesn’t feel right.

Trust your gut.

You don’t want to be stuck in the situation where you can’t pay your rent. You also don’t want to be stuck in the wrong job for five years.

Don’t jump in, before you know what’s involved. The web is where all of publishing is going. Many customers will not understand the complexity of what they’re asking for. What research will be required before you begin? From customers point of view, it’s a template. From a user experience and web perspective, it’s a month of research just to come up with requirements. Twelve templates can turn into 70-80 wireframes.

You must become a master of saying no. No with conditions, some negotiations may need to take place.  No Billy, don’t put your hand into the fire. The fire is for warmth.  Who has kids? Bring those skills to bear, but make it sound respectful.

When you’re interviewing for your next job, or your next potential client. It’s really important to get one person who is in charge, or one person with whom everything can be funneled. One person who can do much of the selling for you. This can enable you to do a good job.

Roles and responsibilities.

Don’t let panic be your strategy. Don’t spend a year waking up at 3am clutching your chest wondering what about …? Always leave lots of filler, plan for contingencies. If you’re absolutely sure it’s going to take you thirty hours, budget for sixty. The client is paying you, and from the clients point of view, you’re supposed to deliver a service. Your boss, client may or will not understand the complexities involved with whatever might delay you. Have a plan for when it doesn’t work. Be flexible and willing to change things on your own time and at your own expense.

When you have a problem with a client, tell them right away. Don’t avoid the client. Confront issues immediately. Talk to the client or boss immediately, but put it in his or her language. Tell it like it is. Use psychology. What does the client want to hear at the time. If you can’t deliver the new functionality in time for the launch, your boss doesn’t want to hear it’s because of a database issue or you haven’t slept, etc. Those may all be true, but you must find a way to phrase it so they understand and it’s a benefit to them. Contact them early and have a plan and discuss in a way that it sounds like it’s about them and their needs.

No way out. Have an escape clauses that allow you or the client to escape, with dignity. Have a series of milestones, if at any point either are not happy, walk away with dignity. I really like you and I want to work this out, but if it doesn’t work, know when to walk away. It’s not you, it’s me. When someone doesn’t respect you, your expertise, you lose your dignity. If you’re becoming antagonistic, it’s not cool, it’s not fun. Break up with him/her and make it seem like it’s their idea.

I like your ideas, but I don’t know that I’m qualified. I feel like I’ve bit off more than I can chew. Keep your dignity, your integrity. The painful decisions make the culture. Don’t fire a client, raise your rates. Sometimes it works. You will earn the money.

Ten things.

1. Know before you go.
2. Keep expectations on track and in sync.
3. Constantly course-correct.
4. Tell the truth.
5. Phrase it from the client’s point of view, not your own.
6. Report bad news before the client notices it.
7. Have a recovery plan.
8. Apologize-but never denigrate yourself or your team.
9. Have an exit strategy.
10. Know when to quit.

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