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Onboarding a Client

by John Marshall
10 replies
  • WEB DESIGN
    • |
How do you handle the design side of onboarding a new client? Do you ask them how they want their website to look, or ask for examples of site they like, or do you just come up with a design for them?

What approach do you find works best?
#client #design #onboarding #website
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  • Profile picture of the author Naheed
    Hi john Marshall,
    We definitely need to ask the client about his specifications and requirements whether it be the design of a logo, flyer, or a website. Mostly, clients let us know their choice in color, style, design, layout etc. At times they share the competitors' website links with us, as to how our website look to be grabbing and unique but not the copy work at all.
    Sometimes, they brief a little and when the work is done, they ask for revisions. So, better to ask and know their specifications. Thus it will be easy for the web designer to meet their expectations.

    Best,
    Naheed
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  • Profile picture of the author Matthew Stanley
    Yeah - as you'll naturally want the onboarding process to further establish and strengthen the trust your client has in you (to set yourself up for future success in the form of a good review, a recommendation, more business from this client, etc), imo "getting inside their head" (to understand what it is they're looking for) at this juncture is critical.

    So, would suggest asking lots of questions about the project prior to delving in (eg, what do you need to know about the business, product/service, client's goals, their ideas/expectations, relevant design examples, etc).

    I find it most helpful to do this through a phone (or Skype/Zoom) call in which the client does most of the talking. That way, you can occasionally stop and repeat back to them your understanding of what they're saying/asking for, to ensure you're on the same page.
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    • Profile picture of the author John Marshall
      Originally Posted by Matthew Stanley View Post

      Yeah - as you'll naturally want the onboarding process to further establish and strengthen the trust your client has in you (to set yourself up for future success in the form of a good review, a recommendation, more business from this client, etc), imo "getting inside their head" (to understand what it is they're looking for) at this juncture is critical.

      So, would suggest asking lots of questions about the project prior to delving in (eg, what do you need to know about the business, product/service, client's goals, their ideas/expectations, relevant design examples, etc).

      I find it most helpful to do this through a phone (or Skype/Zoom) call in which the client does most of the talking. That way, you can occasionally stop and repeat back to them your understanding of what they're saying/asking for, to ensure you're on the same page.
      Just called my client who loves the idea of a skype/zoom meeting. Will keep me on course to deliver what the client wants. Thanks for the tip.

      Any other general client onboarding advice would be appreciated.
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      • Profile picture of the author Matthew Stanley
        Cool - good luck! If any ideas occur to you on the phone or shortly thereafter, it can also be useful in the "pre-work" phase to run "big ideas" by the client to get their buy-in on some of it. Doesn't mean they want to be inundated with 1000 small decisions to make, of course, but have found it helpful to discuss (and get sign in on) some of the more material ideas you may have at this phase.
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        • Profile picture of the author John Marshall
          Originally Posted by Matthew Stanley View Post

          Cool - good luck! If any ideas occur to you on the phone or shortly thereafter, it can also be useful in the "pre-work" phase to run "big ideas" by the client to get their buy-in on some of it. Doesn't mean they want to be inundated with 1000 small decisions to make, of course, but have found it helpful to discuss (and get sign in on) some of the more material ideas you may have at this phase.
          Thanks, Matthew. I'll get prepared for the meeting but it will be a learning exercise. My main aim is to get the website signed off and to progress it but I'll have one or two extra options available if I think it is suitable to mention at the time. I'll have the basics of an agenda ready and I'll update it for future cleints thereafter.

          I appreciate your help. I was wondering how to move this client forward as they were so vague but I can see how to do it now so thank you
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  • Profile picture of the author John Marshall
    Thanks, Folks. Skype / video call at an early stage is a great idea.
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  • Profile picture of the author Fnstraka
    Hi John,

    I am not a website designer but from a client stands point of view, I would like to see some of your recent example designs, then your suggestion, and If I have my own design then we can discuss and put together ideas for the best design.

    It is always best to showcase what you have and then the client decides which is best then you go from there. Clients want great satisfaction.

    Florence.
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  • Profile picture of the author HaniahShafi
    It's important to ask questions and get clarity at the very start. It saves your time and client's time and prevents future clashes. Mostly, clients have brand guidelines, logo and colors in place and an expectation of how their website should look.

    In case they don't, they would ask you to build a design from scratch and then you can suggest some options.
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  • Profile picture of the author John Marshall
    My first client meeting has been very useful. They are getting a very good deal from me because I didn't set out the process clearly. I'll go along with things and do the extra work for this client especially as I hope to gain an excellent endorsement. However, I am wiser to things now and next time I will set boundaries and say what I will will not do.

    It's a learning process!
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  • Profile picture of the author tombartholomew
    After a customer accepts my proposal I send them this
    It's a Google Form and helps form a foundation for the design process. After the customer fills out the form, then we schedule a Zoom call so I can ask directed questions to get them speaking about their business. Take a lot of notes.
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  • Profile picture of the author Radcliff
    It is always better to ask the client about their requirements and choices because otherwise, you will have to design multiple times before the design gets finalized or accepted.
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