Do your clients give good feedback?
March 3, 2015
Clients come in a variety of sizes and experience levels. Sometimes I am working one-on-one with a client to develop a new website. Sometimes my client has more people in their marketing department than I have working with me at the agency.
Regardless of the client, one thing that we struggle with is how to encourage clients to give good feedback. That is, feedback that is helpful to the designer, developer or creative, and feedback that accurately reflects the client’s views on the project.
Setting the tone and standards of feedback early is key. Once a client has devolved into a bad habit (say, completely rewriting my copy minutes before the print deadline), it’s hard to break them out of that.
So here are a few things that I tell clients early on in the relationship to encourage constructive feedback:
1. Tell me why: You may not like this color or that image, but please, tell me why. How does it make you feel? What feeling were you hoping that element might create? What is your goal in changing that element?
2. Tell me early: Feedback is best when it comes early. When you see the wireframes, if there’s something you want to change, it’s much easier to change in that stage that it is once I have built your navigation. Same thing with more general feedback on the feel, styling, and substance of the end product.
3. Tell me straight: The number one thing I hate that clients do is to sugar coat their criticism. My graduate school professors can tell you I have never been a fan of the compliment sandwich. You are not going to hurt my feelings if you don’t like something. I am a grown woman and can handle it, so please don’t water it down for me. The only thing that accomplishes is creating another round of edits when I thought I made the changes you requested and you think I have no idea what you said.
4. Finally, Let me explain: You hired me because I am the expert at what I do and you are not. So let me explain to you why I made the choices I did. They are almost always based in research, data analysis, or best practices. You and I may ultimately agree to deviate from those standards, but let me explain to you why I did what I did so that you can make a decision based on all the facts.