Giving your clients an amazing website design isn’t the only way to leave them speechless! Amaze your web design clients throughout your work with them! By planning your client interaction from start to finish you can ensure your clients have an exceptional experience working with you that leaves them coming back for more and recommending you to all their associates! Here 6 tips you can use to amaze your web design clients.
1 | Welcome Them
Your client interaction doesn’t just start when they sign a contract with you. It starts from the first moment they encounter you be it on social media, from your website, or in real life! Make sure your first impressions are a favorable one to get the relationship starting out on the right foot.
Start with your branding.
Make sure your brand is on point; from your social media posts to your website copy. Holistically integrating all the aspects of your brand into one cohesive brand goes a long way to build that initial trust that resonates with your clients. Different tones or styles on your site vs your social media can leave clients feeling confused or unsure, that could lead to hesitation in working with your or simply looking elsewhere. Avoid this by reviewing your brand regularly and realigning your content or copy to your brand as needed.
Next, officially welcome them.
So you’ve got a lead who is eager to learn more, what do you do? Send them your welcome packet! Your welcome packet should contain all the information they need to know about working with you. It’s a general overview of the process, the prices, and the outcomes of doing business with you. Think of it like an introduction to your services. It doesn’t need to give them every single detail, but it should give them enough knowledge to know if you are right for them as well as outline what steps they need to complete next to work with you.
Your welcome “packet” can be anything from a PDF to a page on your website or even an email template you send out for just such an occasion. The main outcome you want it to accomplish is to help encourage your perfect match clients to take the next step and work with you. Amaze your clients-to-be with your uncanny ability to answer questions about working with you they didn’t even know they had and set their mind at ease to know you are their perfect match.
2 | Share Your Knowledge
Sometimes when working with a client you run into problems and don’t see eye to eye. Many times this can be resolved by educating them. If they don’t like a design choice, explain to them why you’ve made that choice. There are user experience reasons for all the choices you make, but to many clients who are unfamiliar with web design and user experience design all they see is someone making something look pretty. So why shouldn’t this change specific change happen? I won’t matter much. Explain to them in a way they can understand (that means leave the tech speak out of it) the reasoning and if you have it, evidence that supports your decision. They may still not always agree, but they will have learned something and hopefully use that information moving forward.
Knowledge also comes into play when you are educating your clients on how they can use their website. This can mean sharing walkthroughs or tutorials to help them manage and maintain their new websites or explaining to them step by step why they need a domain and a host, or going above and beyond and giving them a personal tutorial on how to use their site. Let’s be real, no one ever reads the instructions but having someone focused on teaching you how to use your new toy is a much more enriching and educational experience.
3 | Make the Process Painless
Have you ever gone to a store or website to try and buy something only for the process to be overly complicated so you just said “screw it” and left? Yeah, me too. Don’t let that happen to your customers! Make sure your client process is as painless as possible. that means making sure you plan ahead of time what you need from them when they need to give it to you, and what actions they need to take. Making these expectations clear helps ensure the client not only understands the process but is able to be a willing and productive participant in it.
Need tips to refine your client workflow? There’s a workbook for that!
4 | Honor Your Agreements
What’s one of the biggest complaints I see clients have about working with designers and developers? Not honoring agreements. Not showing up on time, not adhering to deadlines, or even just not doing what they said they would do. If you only do one thing, make it this. Honor your agreements, honor your timelines and if (as happens sometimes) you can’t meet them then be upfront about it. Communicate with your clients and let them know what’s going on and how you will fix it. Things happen, but that doesn’t mean it’s okay to just ignore it when it does.
5 | Deliver the Goods
This ties in with #4, but it’s very important to building trust and relationships with your clients: deliver the thing. Deliver the mockups, deliver the wireframes, deliver the prototypes. For this point, I was going to say deliver your best work, but let’s be real here: that’s impossible. As much as we’d love it if every single thing we did was perfect and the best example of our work, it’s not realistic. So instead of chasing perfection, chase the hard work. Deliver what you say you will when you say you will become a habit if you do it enough. So too do the tools and methods you use to get to that point. All of this reinforces your own strategy and methods of working which lay a strong foundation for your work. That foundation can carry you through projects that are hard, that challenge you, and that makes you feel like giving up. On the client side, it lets them know they can trust you and rely upon you. It gives them peace of mind and grows your relationship, it also demonstrates that you are a professional. You are an expert with a method that works and guarantees a certain outcome because of the baseline skills and foundation you have built up.
6 | Give them a Send-Off
Your project is complete but how will your client go forward? Do they know who to turn to with questions about their new website, or how to use it? Websites need care and maintenance and your client may need more design work or changes in the future. One good way to amaze your web design clients once the project is done is to provide them with a Goodbye Packet. This can be a list of resources you recommend to get the most out of their website or other professionals you recommend to help your client with other needs like SEO, social media or copywriting. It’s a great way to give your client more guidance to help them and leave them with one last fond memory of working with you. You may also want to let them know about services you offer which they might be interested in the future, like design changes or updates, or ongoing maintenance packages.
Building an amazing client experience begins with their first interaction with you and ends with their last. The experience will leave a lasting positive impression of you in their mind. An amazing client experience can help you build long-lasting professional relationships that lead to return clients and referrals down the road. So don’t settle for just an okay client experience. Go one step further and offer them an amazing one! Amaze your web design clients by going that extra mile and showing them how working with you makes their experiences special.