How To Get Clients To Trust The Process

I’ve written about the process I take my freelance clients through. In this post, I want to discuss my thoughts on how to get those clients to trust the process. The first step in doing this may surprise you.

Choose The Right Clients

“Serious Inquiries Only”

There is a reason you see this when people post their business contact information.

Be selective about who you work with. Once you accept the opportunity to work with someone, that client and that project is your responsibility. In my field, I like to only work with people who understand the value and importance of design. I also love working with people whose projects will bring some positivity into the world, whether through a service or product. Take the time prior to accepting a job to evaluate how well you and the potential client fit with one another. Evaluate how well you can accomplish what is necessary for the project. Be thorough in determining what they need and establish yourself as a teammate and not a tool. Some people are simply looking for technicians while others want to invest in a specialist to join their team for a time.

Keep The Focus On Their Goals

Never take for granted their decision to reach out to you for help. Appreciate every opportunity you have to serve someone else. While appreciating, make sure you are digging. You build trust by digging deeper into their backstory and the backstory of the project. The more they can tell you are personally invested in their success, the more they trust in you as a teammate. You must be invested in their vision beyond the mere monetary transaction. As a graphic designer, I’m not chasing money. I’m chasing purpose. I feel these skills I’ve been blessed with have a purpose attached. My purpose is tied to helping others more efficiently fulfill their purpose through the visual medium. The overall goal and purpose of the project should inform every decision.

Explain The Process & Reasoning

Do your due diligence in “on-boarding” your client. Take the time to explain the process and make them feel welcomed. Just as you need to feel like a teammate so do they. Throughout the process, explain your design decisions with clarity. Also, be open to critique. Try what they may want to see before rejecting their input. Showing is always better than telling. Give options and explain why, in your professional opinion, you would go with one over another.   Be the professional and take responsibility for your part in getting the project from idea to tangible reality.

Deliver

At the end of the day, you need to deliver. A satisfied client will become an ambassador for you. They will go forth and tell the world of how great you are. Others will be listening and come to you with confidence and excitement. Word-of-mouth references are the best. Potential clients will come ready to trust your process after seeing how well it worked out for their friend or colleague. The equity you have built with your client will go a long way in bringing in new ones. Your positive reputation grows with each successful project – putting you in a better position to serve in the future.

~b.

Client Services: Create/Discover Your Trusted Process

Writing down your process is important. It is great to know how you best operate so you can communicate that with those who potentially want to work with you on a project. In this post, I will take you through the client process I typically use for my freelance design clients.

The Questionnaire + Q&A

Information is vital to understanding. Whenever anyone reaches out to me about possibly designing something for them, I send them to the contact page on my portfolio website. My questionnaire gives me much needed background of the project, their goals, and any design preferences. It is my job as a designer to bring the vision of the client to fruition. I can’t do that unless I know everything I can as early as I can.

After receiving the initial questionnaire answers, we delve deeper and have further discussion with the goal to gain the utmost clarity on the project needs and goals. This is where I learn more about you as an individual and the impact you want to make on the world (or your local area) through this endeavor. Clearly defined company and project goals are required to successfully translate the story of your brand to the public. As a designer, I want to know as much as possible before any sketching or designing actually begins. Knowing the goal(s) makes it easier to come up with a brand strategy — visually and otherwise.

Design Brief and Proposal

Based on the questionnaire and our follow-up discussion, I will put together a contract that will include the design goals, pricing, and policies. The question of “How much” is reserved for this stage because an estimate can not be made without the project goals and needs being clearly defined and agreed upon. I personally don’t have set generic prices I advertise. Every project is given it’s own price estimate based on its particular needs and scope.

Project Start to Finish

Once the proposal is approved and the first deposit (usually 50%) is made then the project will begin. The personal investment made by the client means that there is buy-in from the beginning. It means they value my time. The receipt of the deposit secures their project into my schedule.

After initial sketching and digitization and refining, we will go through rounds of necessary revisions until we achieve the optimal solution. We are teammates in this endeavor. Once we have agreed on the final design(s), the remaining balance will be due. Once final payment is received, all necessary files will be turned over to the client for use.

Conclusion

Create your own process. Discover what works best for you. There is a confidence that comes with having one mapped out. With practice, you’ll know when to deviate and/or re-evaluate. However, the clarity of process will do you good.

~b.