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• Scope Creep

Your contract should clearly define the scope of the work involved. Most clients will ask for more once you begin. Some will do this intentionally, but most will not realize that they are doing it. Be careful how you deal with these requests. Many of the requests will be trivial and you will want to do them just to keep your client happy. But some will require hours of work.
Don’t hesitate to inform the client that these requests are beyond the scope of the contract and that they will have impact on cost and schedule. As the site is being developed, the client should have some input as to its final appearance. However, once a client approves the overall layout, further layout changes are “out of scope.” When you get one of these requests, send an e-mail that identifies it as a change of scope. Outline the impact, give a time and cost estimate, and cite a specific clause in the contract. The client will then have the option to proceed or cancel the request.

• Preconceived Ideas

Most clients start off with some idea of what they want in their Web sites. Some of these ideas will be good. Others will not be so great. You need to support the good ones and eliminate the bad ones, and you need to do this very tactfully. Your client probably thought about these ideas for a long time before contacting you, and many of them will be firmly planted in her vision of the site. The best way to convince clients that their ideas have potential problems is simply to explain your concerns in terms of site performance (i.e., “Large images mean slow loading time and drive visitors away,” or “Pages with no text suffer in Search Engine rankings.”) This shows that you really know what you are talking about and that you have the client’s best interests at heart. Communication has to be two-way. You are the Web site expert so the client should listen to you. The client is the business expert (i.e., knows own customers and business) so the Webmaster should listen to her. Both parties have to work together.

In most cases, the client will accept your judgment and give up on the idea… but not always. If there is a real issue, a quick search of the Internet will usually provide several references that will support your point of view. Consider sharing this with your client. Let her know that the final choice is hers and that you are just making sure that she has sufficient information to make her decision.
Be very careful about how you do this. You want to educate your client, not offend her. If your client still wants the idea incorporated into the site, put it in. It is her site and she is paying the bills.

Whenever you deal with people, there is a possibility of conflict. Some conflict is good. It can encourage the creation of new and different ideas. Some conflict is bad. It can create negative feelings and can slow down or stop the business process.
If you run into a problem and you don’t know how to deal with it, determine whether it is an interpersonal issue (you and your client just can’t agree) or a contract issue (your client has asked for something that is not in your agreement).
Just remember…
Your clients are people. They are paying you to provide a service. Treat them with respect and give them what they want in a professional manner. If you follow this advice, your business will prosper.
One small caveat…
Some people are just plain nasty. Life is too short. Find a way to “fire” them if they are abusive and move on. (Of course, this requires a mutually acceptable termination of contract between the two parties.) We are now at the last (and certainly not least) section of this Course — the art of formulating winning (and legal) proposals and contracts…

Taken From : The Webmaster Business Master Course

If you do get one, be sure to document every conversation. Get all change instructions in writing (e-mail) and verify all verbal directions by e-mail (…as we agreed on the phone…). In the event of a legal dispute, your e-mail documentation will demonstrate that you provided advice and that the client chose to ignore it.
A demanding client presents a real problem for a conscientious designer. You want to design the best Web site possible, and your client will direct you to do things that you know will reduce the effectiveness of the site. All you can do is inform your client of the drawbacks of his approach, and then do as you are instructed.It’s his site and he is paying the bill. Give him what he wants, even if it is not what he needs.

Client personalities directly affect the way you “do” business and can often cause communication difficulties. Unfortunately, your challenges do not stop there. There are a few other problems that may show up along the way. Don’t worry. These concerns are not insurmountable. By being aware of what could happen, you can tackle any concern immediately and effectively.

Let’s start with a concern that happens fairly frequently…

• Lack of Direction

Some clients feel their task is done after they sign the contract and send you the first payment. These are the ones who see a Web site as a commodity that is purchased as one would purchase a pair of shoes. The materials that they submit are sketchy and vague because they don’t know what they need. They are not really non-responsive. They just have no concept of the design or marketing issues involved. It can be difficult to identify these people during the initial interview. Once you get one, you may wind up developing the contents of their Web site for them. This is fine if that is what you contracted to do. If it isn’t, you need to let them know that there is a problem. If your agreement does not include developing site content and copywriting, you need to stop working and re-negotiate your agreement. Just be sure to do this tactfully so as not to drive your client away.

Taken From : The Webmaster Business Master Course

2) The Non-responsive Clients
One day a client will contact you about a Web site, sign a contract, send you the first payment… and then he will drop off the face of the planet. He will not provide the information that you need. The graphics that you ask for will never arrive. And when you ask for reviews of your work, you will not get them. Behavior like this may sound odd, but it is really one of the most common problems you will face with clients. Why would anyone pay for a Web site and then not support its development? 

• He expects you to do everything. That’s why he hired you.
• He has no idea how to create content for a Web site.
• He is afraid of making a mistake.
• Your questions and requests intimidate him.
• He has more pressing things to do.
• He doesn’t know how to use e-mail.

How do you deal with this?

Probably the best way to approach this is to call your client as soon as you see this problem developing. He might ignore your e-mail, but once you have him on the phone, he will normally talk to you. This may be the only way that you will get information.

If a phone call doesn’t work, then what? Picture this scenario… You set up your contract so that you received an initial payment (correct action). Then you started on the job and reached a point where you could go no further without input or reviews from the client. You contacted the client repeatedly (you have copies of the e-mails). And you have had no response.
What do you do at this point?
Stop working.

Notify your client that you have reached a contract milestone and can do no more work on the site until everything is approved and the next payment is made. Send the notice by registered mail so that you will have confirmation of delivery. After they receive a notice, some clients will fuss because the site is not as complete as they think it should be, and they will finally send the information that you need. Others will fuss but still won’t send any information, and some will still not respond.

Continue to work with the clients that responded to the registered letter. File the others away. Send an e-mail to the non-responders every three or four weeks. If they still haven’t responded after a few months, just give up. Put all of their records in a safe place and focus your efforts on paying clients. Be careful not to burn any bridges — they may be back.

Taken From : The Webmaster Business Master Course

Communication is hard enough when you meet face to face. When you add the complications of distance, voice only (phone), or text only (e-mail), it can become very difficult. It’s important to learn how to communicate and to develop close working relationships with your clients despite these barriers. The best way to keep clients happy is to keep them informed. Answer their questions and keep them updated on the status of their new Web sites. This could take a lot of your time, but it is an essential part of the job. The key is to communicate with your client frequently. The two of you have to define the Web site in words before you can start coding Web pages. You also have to document any agreements or understandings that you make.

Let’s look at the different forms of contact…

1) Telephone
The telephone is the fastest and most efficient means to communicate with your clients. On the phone, you can ask questions, discuss issues, and reach agreements. If there is any misunderstanding or confusion, it can be cleared up very quickly and at a relatively inexpensive cost. Unfortunately, phone calls don’t leave written records. So, after you complete a phone call where decisions and agreements were reached, document it with a follow-up e-mail. This will provide both you and your client with written confirmation of the discussions.

This follow up is a critical management step. It provides both you and your client with documentation of the design (and changes to the design). You can check with the records as you progress through the process in order to make sure that you haven’t missed any details. They also can be used to justify charging for work that was beyond that required by the initial contract.

2) E-mail
When you meet with someone in person, what you say is balanced by the tone of your voice, facial expressions, and eye contact. When you speak on the phone, the visual cues are gone, but your voice is still rich with tone and inflections.
None of these are present in e-mail. So be very careful. It is very easy to offend with e-mail. Jokes will be misinterpreted. Casual comments will be misunderstood. Keep your e-mails professional. Use them as a vehicle to communicate ideas and as a means to document site requirements.
Whenever you send an e-mail to a client, send a copy to yourself as well. Keep these copies in a folder with any messages that you receive from a client.
These will provide both you and your client with a written record of discussions and agreements for future reference.

3) In Person
Face-to-face conversations have the advantage that you can express ideas freely and quickly with little chance of misunderstanding. If there is ever any confusion, you can pull out a piece of paper and clarify things with a sketch. If you have the option, always deal with your clients in person. Similar to phone conversations, there is no concrete documentation of conclusions or agreements. Be sure to follow up every meeting with a written summary and send it to your client (and yourself) by e-mail.
From types of contact to types of clients…
People come in different sizes, shapes, and temperaments. Sizes and shapes have no effect on your relationships with your clients, but temperaments can be a major issue.
You will find that your clients fall into three categories…

• Nice
• Non-responsive
• Demanding

Taken From : The Webmaster Business Master Course

The thought of “promoting yourself” to others may make you a little uncomfortable, but it’s just part of the job. You had to learn HTML, layout, and design. Self-promotion is just another skill that you have to master to make your business work.

You don’t have to be pushy. You don’t have to be obnoxious. Just be friendly, courteous, and informative. Don’t spend your limited time with potential clients talking about your business and your problems. Talk about theirs. People like people who listen to them. Once you have established a relationship with your
client… and understand his or her business needs… you will be in a position to
recommend solutions. (Solutions = you!)
Just remember to keep your advertising focused on your clients’ needs. Figure out what they want and need to make their business better…

Then tell them how you can help them get it.

Your “people skills” are just as important as your design skills as you will see in the next chapter…

Taken From : The Webmaster Business Master Course

2) Cash in on free publicity
The best publicity you can get is free. Get your name in the newspaper. Contact your local community paper and tell them about your new business. They might send someone out to interview you, and your business could get some free press. It’s an easy way to introduce your services to the community. If you design a site for a well-known national business, tell your local paper. This is the kind of human interest story that small papers love. Even if you don’t make the front page, the exposure will create a buzz locally. Newspapers also know that if they give support to local businesses (that’s you), they often get support back in the form of advertising. So don’t be hesitant to contact a reporter.

3) Become a contributing author

Try writing a column, such as “Promoting Your Business on the Internet,” for your local paper, Chamber of Commerce, community association, or business association newsletter — anywhere to get your name in front of your target audience.

This may seem like a stretch if you are just starting out. You may not have the skills and experience to do this yet. Don’t worry… you will soon. Once you really start learning the craft, you will be amazed at how much more you know than everyone else does. You will also be surprised at how quickly you become a recognized expert after your name has been in print a few times. Writing takes a little effort on your part, but it is free advertising and it can pay off handsomely if you choose your forums carefully. However, be sure that you only submit articles to publications geared to your target group. Otherwise, it’s not worth your time and effort.

Taken From : The Webmaster Business Master Course

Promote your products and services online Complete design, copywriting, and technical support Isn’t this what your clients are looking for? It says, “I understand what you need and I can help you get it.” Figure out what your clients want and show them that you can provide the appropriate solution. It’s okay to list your credentials and skills, but remember that “all about you” is secondary to your clients’ needs. Your clients’ needs always come first.

This same approach applies to all of the advertising you do whether it is on the Internet, in print, or face-to-face. Focus on the client. Describe the benefits of having a Web site. Use terms that will appeal to the client (ex., saving time, saving money, increasing profits, etc.) 

You don’t need to convince them that you are the greatest designer on the planet. You just have to convince them that you understand their problems and that you can help to solve them. This is why understanding your target market is so very important. The better you know what your clients need, the better equipped you are to meet those needs. Where you position your promotional material is just as important as the material itself. If you put it in the wrong place, your target market will never see it and you will have wasted your time, effort, and money. Place your advertising where potential clients will see it. Ask yourself these questions about your target market…

• Where do they go?
• What do they read?
• Who do they talk to?
• What do they like to do?
• What interests do they have?

And most important…

• Where are they likely to see or hear your promotions?

Local small business owners often belong to community associations and business associations, and they usually support community activities. So consider joining your local Chamber of Commerce and other local business and community associations. These networking opportunities will give you a chance to meet prospective clients in a relaxed setting. Organizations/associations also distribute newsletters to their members on a regular basis. Put your ad into one of these newsletters and it will be delivered directly into the hands of your target market.
In addition, every business segment has its own trade journals, meetings, conventions, Web sites, etc. These can all be great places to advertise because they already have the attention of your target market.
The bottom line is…

Don’t waste your time and money trying to flood the marketplace with your promotions. Position your advertising where the right people will find it.

Taken From : The Webmaster Business Master Course