{"id":103,"date":"2009-03-18T12:15:36","date_gmt":"2009-03-18T17:15:36","guid":{"rendered":"http:\/\/www.earthlingworks.com\/blog\/?p=103"},"modified":"2020-08-18T17:50:48","modified_gmt":"2020-08-19T00:50:48","slug":"non-responsive-clients-why-your-client-doesnt-care","status":"publish","type":"post","link":"https:\/\/www.bidsketch.com\/blog\/web-design-business\/non-responsive-clients-why-your-client-doesnt-care\/","title":{"rendered":"Non-responsive Clients: Why Your Client Doesn&#8217;t Care"},"content":{"rendered":"<p>I&#8217;m sure you&#8217;ve been there before. Stuck on a project because the client hasn&#8217;t gotten back to you so you can keep working. Emails and phone calls go unanswered; and when they&#8217;re answered, you&#8217;re greeted with excuses rather action items.<\/p>\n<p>It&#8217;s a site for them and they just don&#8217;t seem to care.<\/p>\n<p>You continue to chase them throughout the entire project. The worst part of it is that it&#8217;ll most likely end badly. They&#8217;ll be surprised with what you deliver<\/p>\n<p>They&#8217;ll wait to come up with a string of never-ending changes and revisions because it&#8217;s not what they wanted.<\/p>\n<p>And they blame you.<\/p>\n<p>If you just would have consulted with them, they wouldn&#8217;t have to ask for all these changes. The undercurrent is there. You&#8217;re the bad guy.<\/p>\n<h3>Who&#8217;s Really at Fault?<\/h3>\n<p>After much back and forth you work through the final phase of the project and somehow end up keeping your sanity. Interaction with the client at the end isn&#8217;t pretty but you somehow pull it off. Still, you end up with a pissed off client. You end up stressed out and making too little money for too much hassle.<\/p>\n<p>So why did this happen? Why do some clients lose interest once the project starts? Don&#8217;t they care? It&#8217;s for them after all!<\/p>\n<p>They should care, but they don&#8217;t.<\/p>\n<p>There are many reasons why they don&#8217;t, some of them are:<\/p>\n<ul>\n<li>They procrastinate<\/li>\n<li>What you want is not very important (to them, at the moment)<\/li>\n<li>It&#8217;s just plain boring<\/li>\n<li>It&#8217;s hard work (they&#8217;re lazy)<\/li>\n<\/ul>\n<p>That&#8217;s right, you&#8217;re dealing with <a title=\"Cylon Wikipedia Entry\" href=\"http:\/\/en.wikipedia.org\/wiki\/Cylon_(Battlestar_Galactica)\" target=\"_blank\" rel=\"noopener noreferrer\">people not robots<\/a>. So people get bored. They procrastinate. They slack. It&#8217;s human. We all do it. It&#8217;s just that some people do it at different times than others. And some do it more often than others.<\/p>\n<p>You&#8217;re being paid money to be on the ball, so you are. They&#8217;re having to deal with this abstract idea of a web site and it&#8217;s just not all that exciting. Sorry to break it to you but what you&#8217;ve done early in a project isn&#8217;t all that interesting to them.<\/p>\n<p>What can be done?<\/p>\n<h3>Make it a Visual Process<\/h3>\n<p>People are visual. That&#8217;s why you&#8217;re a lot more likely to get feedback on early mockups or comps than you are with content changes or questions about processes.<\/p>\n<p>So make it a visual process. Don&#8217;t tell them how something is going to work, show them process flow diagrams, mockups, <a title=\"Mind Meister\" href=\"http:\/\/www.mindmeister.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">mind maps<\/a> and screenshots.<\/p>\n<p>It&#8217;s simple but it works. It makes things more interesting.<\/p>\n<h3>Make them Commit<\/h3>\n<p>A simple way to get clients to follow through is to make them commit. How&#8217;s this done? Give them a deadline.<\/p>\n<p>Instead of saying:<\/p>\n<blockquote><p>&#8220;Can you send the pricing plan information so we can work on the pricing page?&#8221;<\/p><\/blockquote>\n<p>Say:<\/p>\n<blockquote><p>&#8220;We&#8217;re ready to work on the pricing page, to prevent delays we will need the pricing plan delivered no later than Thursday&#8221;<\/p><\/blockquote>\n<p>And don&#8217;t just say it but make sure you get them to agree to the deadline and then repeat the confirmation: &#8220;Ok, so you&#8217;re sending us the pricing plan packet by Thursday, right?&#8221;<\/p>\n<p>Without making them commit to a specific date, there&#8217;s nothing preventing them from doing it <em>later<\/em>. Giving them a date makes it concrete. If you can get them to commit to a deadline in front of others (in person or through email) even better.<\/p>\n<h3>Motivate With Pain<\/h3>\n<p>One thing most of these clients have in common is that they&#8217;re motivated by pain more than pleasure. If they were motivated by pleasure then the thought of having the project completed quickly would be driving their behavior. In these scenarios, it&#8217;s not.<\/p>\n<p>Ways to motivate with pain?<\/p>\n<p>Make them pay. Delays on feedback or deliverables are billable. Work that into your contract. Remind them if it looks like it&#8217;ll become an issue. Hold them to it.<\/p>\n<p>Consider other penalties for delays. One of the vendors I contracted had an interesting penalty written into their contract.<\/p>\n<p>The contract stated that I agreed to get required items back to the vendor no later than a week after they&#8217;ve asked for them. Delays beyond that time would be billable. And beyond that, the project would end &#8212; final payment due at that time.<\/p>\n<p>Seems a little harsh but I didn&#8217;t mind at all. If anything it told me these guys meant business. They move quickly and get things done.<\/p>\n<h3>In the End<\/h3>\n<p>There&#8217;s no guarantee that any of these suggestions will turn the tide but they&#8217;ll certainly help. You&#8217;ll most likely want to use a combination of the items I&#8217;ve suggested for best results.<\/p>\n<p>It&#8217;s important to remember that there&#8217;s a certain way to go about doing these things. Don&#8217;t <a title=\"Mr. T\" href=\"http:\/\/www.imdb.com\/name\/nm0001558\/\" target=\"_blank\" rel=\"noopener noreferrer\" class=\"broken_link\">be a hard ass<\/a> about it. Be polite yet firm. Doing so will help make dealing with slacking clients a lot less painful.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>I&#8217;m sure you&#8217;ve been there before. Stuck on a project because the client hasn&#8217;t gotten back to you so you can keep working. Emails and phone calls go unanswered; and when they&#8217;re answered, you&#8217;re greeted with excuses rather action items. It&#8217;s a site for them and they just don&#8217;t seem to care. You continue to [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[9],"tags":[],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Non-responsive Clients: Why Your Client Doesn&#039;t Care - Bidsketch<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.bidsketch.com\/blog\/web-design-business\/non-responsive-clients-why-your-client-doesnt-care\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Non-responsive Clients: Why Your Client Doesn&#039;t Care - Bidsketch\" \/>\n<meta property=\"og:description\" content=\"I&#8217;m sure you&#8217;ve been there before. Stuck on a project because the client hasn&#8217;t gotten back to you so you can keep working. Emails and phone calls go unanswered; and when they&#8217;re answered, you&#8217;re greeted with excuses rather action items. It&#8217;s a site for them and they just don&#8217;t seem to care. 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