5 Avoidable Reasons a Web Designer Might Release a Client
There is nothing worse than having to fire a web design client. As a professional web agency, we do everything to avoid it.
Releasing a web design client will undoubtedly have implications such as stress, loss of revenue, and potentially reputation damage.
Web designers may also agonize over a decision like this for quite some before deciding to take action. Ultimately, they will lose time and creative energy leading up to the decision.
Web Designers Are NOT Always at Fault
I'd like to quickly reference my previous newsletter where for the first time ever as a web developer in the industry, I issued a public apology to all businesses that have ever been fleeced by a website design company.
Contrary to that article of mine, it is “not” always the fault of the web designer.
Sometimes the basic fundamentals of a good vendor-client relationship become broken and cause issues.
I want to discuss a few scenarios where it might be appropriate for a web design company to release a problematic client.
But before I do, I want to mention an important fact:
Web Design is Not Easy
It really is NOT that easy to be a professional web designer that strives for greatness.
I mean, sure there are web designers that will gladly take a couple thousand dollars to jam your website content and pictures into a template and call it done.
For the web agencies out there that take the process more seriously, it is not easy because they are trying to:
A) please the client
B) integrate strategies within the new website that will get better results
Sometimes accomplishing both A and B is challenging because clients don't always understand the things that needs to happen to accomplish B, as they are only focused on A.
Being able to accomplish both A and B takes time, effort, and experience.
I mention this point because I want my readers to understand that web design is not necessarily as easy as accepting payment and producing a product.
A lot more “gray area” exists because it is a creative service, and therefore web vendors need to shield themselves as well as clients.
Now let's dig into the 5 avoidable reasons a web designer might release a client:
1. Payment Problems
The relationship between a web agency and their customer must be mutually beneficial.
It is the responsibility of the web agency to ensure that the client understands the payment terms and that invoices are sent on a timely basis with followup to ensure receipt.
However, if those payment terms are not followed, then a web agency may have a reason to part ways with the client.
If the business client is attempting to withhold payment over a discrepancy, then I would recommend to the business client to PROMPTLY itemize their issues within a list and deliver to the web agency.
The web agency will then have a better understanding of the problem and have the ability to either rectify the issues or part ways.
2. Trust Issues
The relationship between a web agency and their client can be similar to a personal relationship since both tend to be based on trust.
The web agency must trust that they are onboarding a great client, and the client must trust that the web agency will take great care of them. It truly is this simple.
There are many reasons why trust is important for a web designer, but for brevity, I will choose one example.
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The web agency must trust that the business client will provide ample direction (and) be a rational client within the design phase so that they can successfully do their job.
Like I mentioned earlier within this article, web design is not easy.
A web designer’s worse nightmare is when they receive little direction from the client and then the design process bottlenecks with a client that is not happy with the concept.
3. Compatibility Difficulties
This may seem surprising, but experienced web agencies can sometimes naturally attract those customers for which they are most compatible. I know it sounds crazy, but it has been true for me in most scenarios throughout my tenure in web.
When the natural law of attraction does not work for web design, the personality type of the web agency owner and the primary point-of-contact at the business can sometimes cause incompatibility issues.
Even socioeconomic factors can inadvertently cause compatibility problems within the relationship.
It is always best to evaluate compatibility within the onboarding process in the hopes of avoiding it as the reason for parting ways within the project.
4. Communication Troubles
If a business client can’t communicate well with a web agency that makes every effort to communicate well with them, then a problem may result. Great communication is key, and it must happen on both ends.
Non-responsive web design clients are not easy to please because what they desire remains a total mystery.
Web agencies have a challenge within the actual process of designing a great website. They should not have to work extra hard just to communicate important details to a client and to receive their feedback.
Additionally, feedback that is sent by a business client to their web developer should be clear, concise, and understandable to make it easier for them to comprehend.
5. Unreasonable Expectations
This reason is probably the most common because everyone is different and has unique expectations.
A great web agency must be an expert at managing client expectations in order to be sustainable. They can’t overpromise nor can they underpromise.
Placing expectations right on the sweet spot is the challenge.
If the web agency sets the expectations within a well-written proposal and the business client continually pushes the limits of those expectations within the project, then there may be no choice but to part ways.
Trust Your Gut Instincts
Regardless of the issues, if a web designer and their client must part ways, then hopefully the details of the separation can remain amicable.
It is always best for both parties to remain calm and without emotion during those scenarios.
The 5 reasons that I discussed in this article are avoidable in my opinion because if you are aware of them, you can more proactively avoid them.
Additionally, a web agency and their prospective business client should both trust their gut instincts about whether or not to proceed with a web deal.
If it doesn’t feel right within the early stages of the onboarding process, then the relationship ultimately might not be a good fit.
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Take care,
John “trust your gut” LiCausi