Dfey Creative Minds

作为一个网页设计师，最头痛的事情是碰上“你不明白我的意思”这样的客户。这篇文章谈谈客户无理要求令网页设计师头疼的七大问题。当然并不会仅仅是发现这些常见的问题，我们将还会与大家分享如何避免这类问题的产生并向顾客解释清楚为什么无法满足他们的要求。

“我现在预算比较紧张，希望这个项目尽可能便宜。”

最难应付的问题之一就是客户没有充分意识到你即将向他提供服务的价值。网页设计师也要谋生，如果项目的报酬太低，大多数情况下还是算了，因为这种低报酬的项目还会让你失去其它机会。

如何应对

如果说你正要寻找更多的客户，那么积极做出回应也无妨，但是如果你有相当多的工作要做，还是考虑推掉这种项目。虽然关于项目的价格最终达成一致可能需要一点时间，一开始这么回复比较有帮助：

“我最低时薪为$XX小时，如果你有兴趣，我很乐意给你一个更详细的报价。”

如果他们对你比较感兴趣的话，他们可能会回复，如果没有回复的话，不要试图依靠调整时薪来获取这个用户，这是不明智的。还是等待更好的时机，花更多的时间和精力在你现有的客户身上。

有些客户甚至可能还会进一步压低我们的报酬，说诸如“我儿子说只要50美元就可以做了，我只是打算找些更专业的人罢了，不过看起来好像太贵了，就算是专业人士也不值这个价。”

碰到这种情况，一定要保持镇静同时显示出你的专业性，跟客户解释清楚专业网站设计师与业余设计师是有区别的。

“我自己也可以做，只是……”

这类型的客户通常会是需要把工作外包的专业人士，也可能是一些业余的设计师却自认为自己达到了专业网页设计师的水准。他们的心态往往是这样的，”这种工作我也可以做，不需要花费太多钱”。 除此之外，这类客户似乎知道如何把所有的事情做好，有点霸道或者无法放手发挥你的创造性。

如何应对

如果事情比较多的话，我想我通常会推掉这类项目，因为此类客户不仅希望用低价钱把项目做好，还想要掌控整个过程，说话霸道使得你的工作很难执行。简单地说，”对不起，我现在有很多客户的项目还等着完成，应该无法参与您的项目了。”即可。

要是你已经被这种“我自己也可以做的”客户缠身了，怎么办？只要向他暗示你是因为专业而被雇佣的就足够了。用设计师的专业技能给他大体列出拥有网站 设计师的好处，如果是一个新公司，你可以跟他们说，把网站设计托付给你，他们可以安心地把精力集中放到他们需要处理的其他事情上。

“有点单调，需要更花俏一点。”

这么说可能需要你精心策划图标，字体搞成热粉红色，或者是添加灰绿色背景。 不管这么说的意思是什么，大多数客户这么说后，添加的工作量都不少。通常都涉及到增加非常多的功能或者一些非常突兀的视觉元素，而破坏了你的网站设计。 这句话还有一个比较可怕地方在于，我们无法摸清客户到底是什么意思，如何才能让他们满意。

如何应对

注意不要立刻对顾客的请求做妥协，你需要确保修改的东西能对你整体的设计有好处。作品是你的，如果说因为客户的要求而做修改，最后作品却无法拿出来展示，那么也不是件好事情。

如果依据你的判断认为他们的建议是不可取的，给出一个比较合理的依据。这样一来，只要你的理由是比较合理的，他们通常会把你当专家看待。 不过你始终要注意他们想要表达什么，可能他们的主意不是很好，但是他们想要说明的问题确实存在。跟他们一起帮助他们找出问题所在，为何觉得”单调” 并提出解决问题的好方法。

“哦，顺便说下，我需要把这段代码写到博客中”

增加项目范畴: 这是每个设计师的噩梦。如果你们当初协议上的内容不包括创建一个博客或者一个WordPress主题，这就叫做工作范畴扩大 。虽然被要求做原先没有同意做的事情会有点烦，我们必须认识到没有技术知识的客户并不知道如何才能把一个网页设计变成一个博客主题，并且很可能并不知道编 程并不是标准网页设计师的工作。当然这个问题，远远不仅是把一个网页设计变成一个博客，还包括补充其它很多工作，如：设计，编码，选择合适的博客平台等。

如何应对

最好在项目的最初就规定好工作范围：可避免将来出现矛盾，列出你将为他们做的所有事情，并且始终坚持这个提纲。抵制住他们的劝诱，不要同意任何没有附加报酬的超出工作范畴以外的事情，否则会助长客户气势，继续给你增加更多的工作。

收集客户需求也可以有效防止这个问题出现，通过了解客户究竟需要什么，为客户做好更多准备，如果他们有提到需要创建一个博客，那么你可以告诉他们你 不能提供此服务，或者说需要额外的费用。 写明详细的报价，项目计划以及时间进程也会对你有帮助，这样，客户可以站在你的角度更好地看问题，可以清楚地知道“快速升级博客” 并不是这个项目中的内容。

如果客户要求把设计转为博客主题，你可以提醒他这不属于合同所规定的范畴，需要额外的费用和时间。

“我不希望 [用那种交流方式/支付方式/用你这种方式做事情]， 还是这么做吧”

开始一个项目，跟客户讨论详细工作计划时，他们希望一切都按照他们的方式来办。 小事情就不要去斤斤计较，这样才能建立好关系，同时也显示出你愿意依据他们的需求做些调整。 不过，当你出于安全考虑通过某一系统开发票或者通过一个在线渠道进行合作沟通管理– 核心业务流程 –不要仅因为‘他们不喜欢这种方式’就向客户妥协。

这里面有几个问题，第一，你很可能花费了很多时间才完全使这种工作流程运筹帷幄；第二，你运行的体制背后都一定有其缘由，这一点不容忘记。

如何应对

如果你的客户试图改变你的业务流程，你可以这么说:

“我能理解你，但是你要明白我每天要跟很多不同客户打交道，这么做事情是因为这样我办事效率更高，因而也能更快更好地把你的项目做好。”

大多数客户都能理解你的日程上不仅仅是他们的项目，同时也告诉他们你不同意他们要求的理由。

同时，有些客户可能不熟悉而不想使用某些工具，支付方式，或服务。例如，大多数人都应该听说过支付宝，只要他们之前有做过网上交易，但并不是说你的客户就业听说过它。作为依赖此技术的你有责任让你客户更熟练地使用你正在使用的工具。如果是关于支付宝的，你可以这么说:

“如果你之前没有使用过支付宝，让我先说清楚几点。我使用支付宝是因为它是互联网上安全支付网关，现在处处都得小心。你方不需要做出任何承 诺，你也不必注册支付宝或者给支付宝账户添加资金，你可以使用信用卡或者借记卡支付，就如你在其他任何网上商店支付一样，这是出于对我们双方的安全考虑， 我们公司接受的付款方式。”

坚持你的业务流程，不要轻易被推覆。

“我需要一个完全相同的网站[示例网站]，它必需以同样的方式运作。”

想要完全克隆别的网站的客户是经常有的。注意: 不要侵犯任何版权。

创建一个能与竞争对手展开竞争的网站和完全复制一个网站是两码事。给一个刚起步的公司制作网站时，看看竞争对手的网站，找出可以提高的地方，这是件好事，但是千万不能直接抄袭。

如何应对

当碰到客户叫你复制另一个网站时，最好的办法是跟他们解释清楚这么做的应付法律责任。并且关于如何创建一个能与竞争对手抗衡的网站，提供些你个人的看法。 另外，还要明确告诉他们，与别人网站不同将会让他们更受益。

“几个星期前我就希望这个能做好了，你什么时候才能完成？”

许多客户都觉得你应该把他们放在第一位置，如果你还有其他事情做，承诺的期限无法遵守是不合理的。你不能拖延现在的项目来适应另一个项目，因为，从长远来讲，你也会遭受损失。

反之，碰上一些客户不能提供他们相应的工作内容也是经常有的事情。不管哪一个网站设计师都不希望完成一个项目要比预计的迟好久，仅仅因为客户无法及时提供内容或者其他需要的信息。

如何应对

让客户意识到你还有其他项目要完成，依据他们的具体情况，给他们提供一个切实可行的项目完成日期，在最初的计划里为该项目设定一个合理的时间表。

如果你的时间不适合他们，长远考虑还是不要做这个项目比较好。对你来说，不用急着赶其它项目为这个项目挤出时间。对客户而言，或许他们能找到其它设计师能在他们需要的时间内完成工作。

原文如下：

One of the most difficult aspects of being a web designer is dealing with clients that “just don’t get it”. In this article, we’ll discuss seven things that often make the job of web designers difficult when dealing with unreasonable demands from clients. The goal in this article is not only to identify these common situations, but also to share with you some ways to avoid them and explain to your clients why their demands can’t or won’t be met.

“I’m on a really tight budget and I need this done as inexpensively as possible.”

One of the most difficult situations to be in is a client that does not appreciate the value of the service you will be providing. Web designers need to make a living too, and if the compensation of the project is too low, a lot of times it’s better to just pass on it because of opportunity losses of taking on low-budget projects.

How to Deal

If you are looking to take on more clients, it doesn’t hurt to respond; but if you have a comfortable amount of work – consider passing this one up. Even though it takes a bit of consultation time to determine the final price of a project, it can be helpful to respond initially with:

“My minimum hourly rate is $XX/hr. I’d be happy to give you a more detailed quote for the entire project with more consultation if you’re interested.”

If they like your work enough, they may respond, and if not, it’s not wise to adjust your rate to gain a client. It’s better to wait for an opportunity and spend more time with your existing clients, than to take a low-cost job.

Some clients that just don’t get it may go further to devaluate our work with comments such as “my son said he could do it for $50! I was looking for someone a bit more professional…but that seems way too expensive, even for someone with more expertise.”

In this type of situation, it’s important to maintain your composure and professionalism. You must also explain to the client that difference between a professional and an amateur web designer.

“I could probably figure this out myself, but…”

This type of client is usually a professional that needs to outsource their own work, or an amateur web designer who feels that their level of expertise is on par with professional web designers. This type of work often starts of with the mindset of, “since I can do your job, I shouldn’t need to pay a lot”.

In addition, many clients like this seem to know what they’re doing all too well, and can be overbearing or can try to take the creative process away from you.

How to Deal

If I have enough jobs, again, I will generally stir clear from these types of projects because not only will the client expect a low-budget project, but will also want to drive the process or may be too overbearing, making it difficult for you to perform your job. A simple, “I apologize, but I’m really backed up at the moment with clients and don’t think I’ll be able to take on your project,” will do.

Now, what if you’re already stuck with an ‘I can do this myself’ client? A simple reminder that you were hired for your expertise will suffice. Try to outline the benefits of having a web designer use his or her professional skills to craft the design for them. If it’s for a startup/new company, you can say that by giving the reins of the web design process to you, they can focus on other things that they need to get up and running.

“It’s a bit boring…it just needs a bit more ‘pizzazz’.”

This statement could lead to a dreadful spinning logo, hot-pink marquee text, or a lime green background. Whatever they mean by it, not many clients who say this end up meaning subtle additions to make the design livelier; often it’s exaggerated features or obtrusive visual elements that throw off the harmony of your web design.

Another bad thing about this statement is that we can’t be sure what the client exactly means and how to address it to satisfy their desires.

How to Deal

Be careful of giving in to your client’s desire right away; you have to make sure that the revision you are doing is good for the design overall. This design is yours, and if you can’t be proud to show it off in your portfolio because of a design decision the client is trying to make for you, then that’s not a good thing for anyone involved.

If, based on your better judgment, it is not a good idea to go ahead with their suggestions, give valid justification as to why it isn’t a wise decision. More often then not, they see you as the expert in the relationship, and they’ll pay heed to your experience as long as your reasons are understandable.

But you should always pay attention to what they’re trying to say. Maybe their idea may not be the right choice, but the problem they’re trying to address may be valid. Work with them and help them articulate what it is, really, that they find “boring” and suggest good ways of addressing those problems.

“Oh, and by the way, I’ll need this coded into a blog.”

Increased project scope: every web designer’s worst nightmare. If what you agreed to wasn’t setting up a weblog or creating a WordPress theme, it is scope creep. While it may be annoying to be asked to do something that you did not agree to, we must realize that a client with no technical expertise has no idea what it takes to turn a web design into a blog theme, and most probably aren’t aware that programming isn’t a standard web designer’s job. This problem, of course, goes beyond turning a web design into a blog into a number of other added jobs: design, coding, picking the right blogging platform, etc.

How to Deal

It is best to define initially in the proposal exactly what you will do for this project: this avoids potential problems in the future. Outline all the things you’ll do for them, and stick to this outline; resist the urge to agree to items outside of scope without additional fees because it encourages demands outside of what the project entails.

Solid requirements gathering also steers you clear from these situations; by knowing what it is exactly the client expects, the more prepared you are to provide it to them. If they mention a need for a weblog set-up, then you either need to tell them that it is not a service that you provide, or that it will cost extra.

It can also help to lay out the quote, project plan, and timeline so that it is very detailed to what you are going. This way, the client can better see things from your perspective, and clearly see that a “quick blog upgrade” is not a part of this project.

When the client broaches the subject of converting a design into a blog theme, remind them that it wasn’t part of the contract and that there will be additional costs and time requirements.

“I don’t really want to [use that communication method/pay that way/have to do this your way]. Let’s do this instead.”

You’re just beginning a project, discussing initial details, and the moment you begin explaining to the client how you do business, they want it all done their way.

Let the small things slide, it will make for a better relationship and shows that you’re willing to accommodate their needs.

However, when you invoice through a certain system for financial security or collaborate through an online venue for organization and easier communication – a core business process – don’t cut clients slack just because ‘they don’t feel like it.’

There are a few problems with this. For one, you’ve likely spent time organizing your business in such a way that keeps in control of it; there’s a reasoning behind your system and you shouldn’t forget that.

How to Deal

If you’re in a situation where the client is trying to change a business process of yours, you can say something like:

“I understand where you’re coming from, but you should realize that I handle a number of different clients on a daily basis, and the reasoning for doing things this way it to help me run my business efficiently, and to get the project done for you more quickly with better results.”

Most clients will understand that their project is not the only project on your agenda. It also shows that you’re not bending to their demands for a reason.

Also, some clients may not want to use a certain tool, payment method, or service because they are unfamiliar with it. For example, most people will have heard of PayPal if they’ve done any sort of online transactions in the past, but it doesn’t mean that your client’s heard of it before. It’s your duty – as a business that relies on this technology – to help your clients be more comfortable with the tools you use. In the case of PayPal, you could say something along the lines of:

“If you’ve never used PayPal before, let me help clear a few things up. I use PayPal because it is a secure payment gateway for the internet – you can never be too careful these days. There is no commitment on your part. You don’t need to sign up with PayPal or add funds to a PayPal account. You can easily pay with a credit/debit card, as you would with any sort of online store. It is a way for my business to accept payments and offer security for the both of us.”

Stick up for your business processes, and don’t be such a pushover.

“I need a website identical to [Example website]. It should function the same way as well.”

Clients who want to copy another website design happens more frequently than it should. Be careful: you don’t want to run into any copyright infringements.

There is a difference between creating a design that can compete with their competition and ripping off a website completely. When doing a website for a start-up business, it’s good to look at the competitor’s websites and find things that you can improve on, but you should never copy them directly.

How to Deal

The best way to deal with a client looking to copy another website is to explain to them the legalities of doing so. Instead, offer your ideas on how you can create a web design that can compete very well against their competition.

Additionally, make it clear that their website will benefit from being different.

“I needed this done a few weeks ago. When can you get it done for me?”

Many clients think that they are your only priority. If you have other things that you’re working on, it’s not reasonable to make deadline promises you can’t keep. You shouldn’t drop deadlines on your existing work to accommodate another project, because in the long run, everyone loses.

It wouldn’t be surprising when working with a client like this that they would not deliver their portion of the deal either. No type of web professional should have to work for a project months longer than expected, just because the client cannot give content or other needed information in a timely matter.

How to Deal

Make that client aware that you have other commitments that must be met and give them a realistic expectation of when you can get a project done based on their details, and set a reasonable timeframe for the project in the initial proposal. Just remember the fact that they needed it yesterday is their problem, not yours!

If your timeline is not suitable to them, in the long run, it’s better if they go somewhere else; for you, you won’t be rushing other projects to make up time, and for the client, maybe they can find someone who can get the job done in the timeframe they require.