Antsy Clients? How to Prevent Them From Becoming Nightmares!
This post may contain affiliate links. That means that we may earn a commission if you click a link and make a purchase. Learn more.
Are you creating antsy clients without even knowing it?
Having been a web designer and a client, I’ve seen this scenario from both sides.
As a designer, you’re plugging away at a client’s project, oblivious to the fact that your client is starting to freak out and believe you’ve run off with their money.
As a client, you’re waiting, and waiting, and waaaaaaaaaaaiting to hear back from the person you paid to get a job done. And you’re hearing nothing.
This happens FAR too often.
And the result? You get a nightmare client (or if you are the client, you become one).
Luckily, this can all be avoided with a few simple steps that take very little time to implement!
Create a timeline (and leave buffer room)
How long will the project take? Map out the amount of time the project will take and schedule it.
A lot of web designers don’t do this, overbook themselves, or forget about that vacation they’re going on, and what should have taken four weeks is now taking eight.
No beuno.
Be realistic about the amount of time you can dedicate to the project, account for weekends, vacations, and anything else that will affect the timeline, and get everything in your schedule.
Then add an extra 50% to that time estimate to account for delays or catching the flu (especially if you have little kids who lick everything every time you leave the house–IYKYK).
Think a project will take four weeks? Schedule it for six.
If you complete the project in four weeks, your client will be thrilled. If it takes six weeks, you’re right on time. And if, for some reason, it takes eight weeks, at least you’re not an entire month behind schedule.
Communicate this timeline to your client early, and make sure they know when to expect deliverables from you.
Send a weekly update (a simple email is fine!)
This is the easiest thing to do, and yet no one does it. It’s called the Friday email, and it is a game changer.
A quick update lets your client know you’re working on their project and haven’t fallen off the face of the earth.
Whether you use a project management system (totally recommended!) or update via email, send an update! It takes all of two minutes and it puts your clients’ mind at ease.
Friday Email:
Hi ____,
Here’s an update on what I accomplished this week on your project:
- Brand moodboard (approved)
- Initial logo designs
Next week I’ll need the following from you:
- Your choice of logo to tweak
Once you do that, I’ll start working on:
- Logo tweaks
- Website layout
Have a great weekend!
-NAME
This simple message keeps your client in the loop, and reminds them if you need anything from them for the next stage of the project.
It takes very little time, but makes a huge difference in creating a great experience for your client–and preventing the “Oh no, my designer disappeared!” feelings from creeping in and souring the entire project.
Never Wonder What to Say in an Email Again!
Grab my collection of 125+ email templates covering everything from everyday emails to sticky client situations, and make your emails as easy as copy + paste.
Communicate when things are off-schedule (your client shouldn’t be the one having to check in)
Things don’t always go according to schedule. Life doesn’t work that way. That’s why we include buffer time in our projects, to allow ourselves the flexibility of taking a sick day (or week) or things just taking longer than anticipated.
But when we get too far off schedule and can’t complete the project within the timeline we communicated to our clients, we need to be the ones to let them know.
Your client should not be the one checking in.
A great place to let your client know things are running a bit behind is in the weekly project update.
Friday Email with Timeline Update:
Hi ____,
Here’s an update on what I accomplished this week on your project:
- Brand moodboard (approved)
- Initial logo designs
Next week I’ll need the following from you:
- Your choice of logo to tweak
Once you do that, I’ll start working on:
- Logo tweaks
- Website layout
We are about one week behind our projected schedule due to us both catching nasty colds the past few weeks which has delayed both work and approvals. I’ll do my best to make up some time, but as of now, the completion date estimate has changed to DATE.
Have a great weekend!
-NAME
Clients are normally very understanding, and as long as you communicate with them and let them know what’s going on, you won’t run into many issues.
If you are running severely behind, it can be hard to tell clients, but they will appreciate the honesty instead of wondering why things are taking so long and feeling frustrated that they are the ones having to constantly follow up.
When the client is the one following up, they feel as if you are not making their project a priority and that you don’t care when or even if the project is completed. That is NOT a feeling you want your clients to have!
Tl;dr:
Communicating with your clients is the most important thing you can do to keep your clients happy even when things are not going according to plan.
Create a clear timeline (with buffer room) and communicate it with your clients so that they know how long the project is expected to take, as well as what will be happening at each stage.
Give your clients a quick weekly update. This two-minute message lets your clients know that you’re working on their project, as well as reminds them of anything they need to do on their end to keep the project moving.
And when things take longer than expected, let your clients know. Your clients should not be the ones checking in. It can be hard to tell clients that there are delays, but it is much better if you let them know and are open with your communication instead of forcing them to follow up.
If you’re not following these three steps, make them part of your business process today.
Want more copy+paste emails? Grab 125+ email templates for sticky client situations here!
Never Wonder What to Say in an Email Again!
Grab my collection of 125+ email templates covering everything from everyday emails to sticky client situations, and make your emails as easy as copy + paste.
Originally published 7/6/2018. Updated 10/25/23.
