We all know the common business philosophy that “the client is always right” – but is it always true? In terms of treating the client with respect, absolutely – that should be a no-brainer. But when it comes to the nuts and bolts of a service, there’s a good chance the client may be uninformed. And that’s okay– after all, they presumably hired you for your expertise in solving a problem that they can’t solve on their own.
Saying no can feel icky, especially since in our case we generally want to please others with our designs and our level of service. So does it ever make sense to say “no” (or a diplomatic equivalent) to a client? The answer is a resounding yes, and here are five reasons why:
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Accessibility Concerns. We are living in a digital age that not only promotes inclusivity, but depends on it to broaden reach and engagement. Sometimes an idea may seem appealing at first blush, but if it doesn’t result in appropriate color contrast or suitable font size, for example, it may not be seen by those with vision deficiencies. Designing for accessibility serves to maximize the number of users who can potentially consume your content, fostering inclusivity and connection.
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Expense Considerations. Good design looks effortless, and because of that it takes time. Luxury taste on a shoestring budget presents unique challenges, and we have to get creative about how we might, well, get creative. If a request is outside a client’s budget, it’s best to address it up-front and come up with a plan B. That might mean decreasing the scope of a project, changing how it’s executed, or taking a phased approach.
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Not Best Practice. Sometimes what the client is requesting is not always best practice, unbeknownst to them. Any skilled profession requires in-depth learning and insights that would not be common knowledge. Best practice is typically best practice for a reason, so we want to educate our clients and steer them in the right direction for their design solutions.
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Misalignment With Goals and Values. Strategy should always precede design– it’s how you determine a client’s goals and values and become aligned on design direction before ever taking pen to paper. These goals and values should anchor the project to promote efficiency and prevent the project from taking a left turn. Sometimes an idea pops up that may not necessarily support a client’s objectives, so it’s important to discuss and revisit the goals as a guide.
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Lack of Appropriate Expertise. To give clients the most bang for their buck, we like to embrace our sweet spot of branding and design. Instead of trying to do everything for everyone, we tap into our network of associated partners so we’re doing right by everyone. Sticking to what’s in our wheelhouse allows us to stay focused, and helps us act in a client’s best interest by making the appropriate referrals when something falls outside of our core expertise.
Collaboration is at the heart of all of our client engagements. We always want to accommodate our clients in a way that supports their goals while adhering to sophisticated design principles, and sometimes that means politely declining a request, educating about drawbacks or limitations, and offering alternative solutions. The design process is a dialogue to craft the ultimate solution– it’s how we keep our clients’ best interests in mind and ensure they feel heard. If you’re looking for a design partner who will be an ally and a guide, let’s have a conversation.
