Usually designers have their own methods on how they sell, design, implement, and create a new website for a customer. If you have no idea where to start I will give you a run through of my design process. My design process may be shorter or longer then some others, but it is my own, you can use it or create an process that works better for you.

In this blog post I will show you my process, my contract information, how to speak with a customer, and what to do after a design is finished. I hope you enjoy the tips and the article helps you land new clients as well as keep old clients.

Getting The Call

At anytime during the work day you may receive a call from a potential customer. These calls are one of the most crucial parts of the design process. If you mess the call up then most likely you will not even begin with the rest of the project....and you will have no need for a design process. First, you need to state your name very clearly so they know with whom they are talking to and who they can contact when they make their decision on a designer. Let them explain what they are looking for (all the while you take notes to be able to repeat it back or use it for future meetings). After they explain themselves they will most likely ask for your price. If you charge a flat rate fee like we do then you will be able to tell them an exact amount, if you charge hourly then you will need to figure the total price up and give them a quick estimate. If they are interested in you as a designer and your prices are fair, you need to close the deal by setting up a meeting (if they are local), or by sending them a contract to be filled out.

The Contract

The contract is another crucial part of the design process. Without a contract you will not have anything to fall on if your customer fails to pay you, to pay you on time, or if they make the project a never ending project. With a contract you let the customer know that you will be done at a certain time, the project will cost a certain amount, they will pay on time or face extra charges, and if they make extra revisions it may cost extra.

My contract is a simple contract that hits all the bases to prevent me from having to deal with a customer that wants to take advantage of me or expects more then what they originally agreed upon. Let me do a quick run through it:

• Authorization - The part of the contract that states the client is allowing access to their directories, hosting, and databases
• Project Description - The part of the contract that states what you plan to do including content provisions, site specs, a link to your website and graphic images use
• Site Specification - The part of the contract that states what language you will be programming in and if you will hep maintain it
• Completion Date - The part of the contract that states when you are expected to be completed and when you expect to be paid after completion (to keep them from making it a never ending project)
• Assignment of Project - The part of the contract that states you have the right to use subcontractors if you require
• Price Estimate and Payment Arrangements - The part of the contract that states how much the total cost will be, how much the down payment will be, and how long they have after the project is finished to pay without incurring additional fees
• Refund Policy - The part of the contract that states your refund time limit and amount (% based on work completed)
• Maintenance and Hourly Rate - The part of the contract that states if you charge monthly for maintenance, your hourly rate for this maintenance
• Sole Agreement and Legal Information - The part of the contract that states the contract is an agreement between the design company and the client and any additional work outside of this contract will require a written change request. This part also covers all other legal items that you may need. For example, Copyrights and Trademarks, Liability in a Suit, and court arrangements
• Signature and Signing Date - The part of the contract that states shows the client reviewed and agreed to the contract on a certain date

The contract is one of the most important things in any business situation. Like my father always said, "If it isn't in writing then it does not count".

The Meeting (Local Situations)

I enjoy meeting with my new clients because it gives me a chance to get to know them, what they want, and what they already have as a business. There is no need to reinvent the wheel, just use what they have already established as a company. This is also a great opportunity to network. Usually businesses know other businesses that may required your help eventually....so make a sale but also make a good networking friend.

In my meetings I usually have a mock-up prepared to show them the potential of their site. I know some designers disagree with this, but I feel it allows me to put an idea in their head I know I can work with. Without that idea they will come up with something, then change it, then change it back, and so on. Give them an idea and show them the way instead of having them lead you. If they like the mock-up they will most likely sign with you, if this is not the case, make sure to NOT leave the mock-up with them so you don't see your work that was not completed by you on their new site. If you cannot meet with them and you still want to make a mock-up I always get them to sign a contract to prevent them from using your mock-up (its sent in an email, you can't just take it back). Locally you can bring the mock-up back with you, thus preventing them from reusing it.

The Design

You have landed another client. Now its time to get started on the design. You can use the mock-up from the meeting as template for future work. The mock-up not only provided the client with a idea, but it also gives you a road map to your design process.

I always start with a template page I create from the mock-up. I use this page as the base for all of the other pages. The template is static with Lorem Ipsum text to use as place holders. You can either use stock images or the images they provide for the layout of the site. After you complete the template you should validate it using the on line service from http://validator.w3.org/. You should also validate the CSS before continuing.

Once the template is valid you can add static text (to be made dynamic later). This prevents you from having to deal with a database yet.

The Final Design

Once the site is finished you need to create a back end administration (if they requested one). Use a database to make the static text dynamic. Clients want to be able to update their websites without having to call you. After you have tested and retested the site and the database entries as well as the site validation you need to publish it to their domain (if they have one, if not then you should point them in the right direction of a hosting company).

Finishing Up

The site is finished, on time, and the client is happy. Now all you need to do is get the remaining money from them. After the client has approved the final design you should collect your money and give them a final receipt (keep one for your records). If they have issues with the site that was not in the contract then you can either make the decision to charge more (after you collect the remaining amount) or to finish up without an extra charge. This is a thin line. If you charge then you may look like a nickel-and-dime company but if you do not charge then you may get taken advantage of. I look at the situation and see if the labor is worth the extra money or if it is a quick job. Usually for me they get one free change, if they continue to add more revisions then I bring up the idea of more charges. Usually this idea stops more changes from coming....but it is up to you how you handle that situation.

I usually wait a few months after the website is finished to do a follow up. In this follow up I make sure they are alright with the website, I ask if they know anyone that need a new website (use that networking), and I always thank them for their business.

Conclusion

I hope my design process either gives you an idea of how to work with clients or at least gives you a framework to start your own process. My process may not be right with some designers, but then again it may be better then some designers. To each his own I guess.

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POSTED BY:ERIC
DESIGN, PROCESS, TIPS, CONTRACT, CLIENT, RELATIONSHIP, AGREMENT

Comments -- Add Your Own

1

Bubba

October 20, 2009, 11:45 am

Can you show us the contract itself. I would really like pointers in how to make my contract. I want to be able to keep myself from getting in trouble with bad customers.

2

Johnny R.

October 20, 2009, 11:52 am

Very informative post. I usually do not doa mockup until they sign a contract, but I can see the benefits of doingone before you actually land the client

3

Eric

October 20, 2009, 11:55 am

Bubba, I might post a similar contract to mine in a future post. If I do not post my contract I will atleast give you a link to where you can find or create a good one.