Communication – talk isn’t cheap, it’s worth every minute
It’s amazing how simple communication can make such a great difference. We like to keep in touch with all our clients on a regular basis. We may have multiple projects going on, but we strive to email our clients each week even if it’s just to touch base with them on their project. It really does make all the difference. If I have one word of advice for any new designer or design firm, it’s this: keep communicating with your clients. Whether you have made huge strides on a project, or only had a chance to do something small, let your client know. I find that too many designers and design firms like to shut themselves into their design void and want to just “wow” their client with the final outcome. Although your client may be “wowed” (and that is a “may be”) they will appreciate regular communications with you far more. You may be pleasantly surprised at how open clients are to new ideas and ways to handle their project. Often, once the lines of communication are opened and maintained, better ideas start flowing and as you develop a stronger relationship, you’ll start communicating better and easier with each other.
At DV, we also run Expressions – the first hosted photoblogging service – which we thoroughly enjoy. I am a photoblogger myself, so it’s great to be in the thick of the community, so to speak. This past weekend we experienced some unexpected downtime due to our server provider undergoing a network upgrade. We made a concerted effort to keep communications open with all our members through various means. We have a fantastic community who were wonderfully patient and understanding, and we have received emails from members thanking us for our constant communications with them. A situation that could have been horribly handled with irate members, became a really friendly conversation – which seemed to revolve around what we all ate and gave me a craving for Oreos.
A bit of advice to all our clients and colleagues: communicate openly and often with your customers, members and clients. Knowing that you are available to field questions or discuss things is vital. It does take time and effort, but it is well worth it and your clients will truly appreciate it.