Comments on: Qualifying Clients over the Phone like a Pro (Even If You Never Thought You Could)

By: Jon

Jon — Mon, 28 Sep 2009 01:14:41 +0000

Great article! These are very good points. Another good thing to know (and they will usually tell you) are their feelings on designers. If they have had problems with past designers and they are not willing to pay a deposit up front (or want to break it into payments)…. those are tell tale signs that your have a problem client on your hands. I have learned from experience, walk away quickly.

By: Mesothelioma

Mesothelioma — Fri, 11 Sep 2009 16:59:44 +0000

Good advice. It’s always important to watch out for your time.

By: Identity Design

Identity Design — Sun, 06 Sep 2009 08:52:13 +0000

Another great article and given me food for thought. I have a standard contract that has to be signed before I start a project. If I get a potential client stalling on this, I walk away.

By: Rachel Cary

Rachel Cary — Tue, 01 Sep 2009 21:56:57 +0000

Also, regarding ‘red flags’ and potential problem clients: pay very careful attention to how they act about money. Do they freeze up or get uncomfortable when you bring up the subject of budget? Do they openly scoff at your pricing? Do they compare you to ‘other designers/firms’ that charge ‘way less’ than you do? Do they balk at signing your contract? Do they insist on revising your contract in such a way that it puts you at a disadvantage? Run, do not walk, from these clients. They are screaming ‘bad news.’

These are just a few red flags I’ve learned to recognize. Pay very close attention to how they act around contracts/deposits — they are telling you volumes about how they will be as a client.

By: Rachel Cary

Rachel Cary — Tue, 01 Sep 2009 21:50:04 +0000

This is a great topic, and yes, many designers (and anyone in business, really) would rather pull out their fingernails then broach this particular aspect of selling.

But it is so crucial. The longer you stay in this business, the sooner you’ll realize that this is something you absolutely must master. And the sooner you get off the phone with tire kickers and people who do not value what you do enough to pay you decently, the sooner you’ll get to the person who does.

I have found with 12 years of experience on my own, I just do not have the time to waste with people who can’t pay me what I’m worth. It makes qualifying that much easier.

By: Dan

Dan — Tue, 01 Sep 2009 16:22:11 +0000

Great read and great information.

Good tips on how to use #s to gauge the budget w/o being pushy.

By: Gert van den Brink

Gert van den Brink — Tue, 01 Sep 2009 12:53:55 +0000

Nice article! I often have dificulty to talk directly about budget because nearly everyone directly get defensive when you start talking about money. I will try some of those non-threatening questions. Thanks!

By: Tim Smith

Tim Smith — Mon, 31 Aug 2009 21:22:58 +0000

Awesome article Jeremy!! I’ve had to do this before but, like you said, I always feel awkward. This post really helps. Thx!

By: Marie Poulin

Marie Poulin — Mon, 31 Aug 2009 21:03:16 +0000

The worst part is when a client asks how much a website cost right off the bat, before telling you any information or before the conversation has even begun.

I usually take this to mean: “I am looking for the most inexpensive freelancer,” and that’s usually a red flag for me.

I try to have the client fill out a questionnaire after we speak before I even mention a price. There is far too much to determine first before giving a ballpark range. The client may not realize that if they want updateable galleries, a blog, member login area and animation that a website is going to cost a lot more than a typical static brochure site.

You should do another post on “red flags” to look for during client conversations. I could fill a book with those…

By: Jeremy Tuber

Jeremy Tuber — Mon, 31 Aug 2009 17:03:38 +0000

Thanks for the comments and the kind words, guys. I am glad this was helpful!
In all honesty, this aspect of freelancing is awkward for all of us, but avoiding this step can painfully cost you loads of time if you meet with someone who was basically looking for a bargain.

If this is uncomfortable for you think of it this way, you’re trying to establish if this is a good fit for you AND the client. You don’t want to waste your time or theirs. Qualifying isn’t about aggressively negotiating a price, it’s about finding out if you and your prospect really are a good fit to invest more time in each other. In effect you’re protecting your interests and theirs.

In terms of sniffing out problem clients over the phone, asking about the budget is a good start. Slow payers, feature creepers, etc. are a little more difficult to identify without arising suspicion that you might be difficult to work with. What you can do though is to give them a quick, friendly overview on how you work, this will establish some initial parameters/boundaries.

Based on their reaction to your explanation you might be able to pick up some clues if you have a problem client on your hands :)

jeremy
beingastarvingartistsucks

By: David

David — Mon, 31 Aug 2009 14:58:52 +0000

Great!!!! I have wasted sooooo many hours dealing with potential clients that are not even close to what I’m looking for. OMG, it’s painful. Yes, any tips for sniffing them out like Brian stated?

By: Matt M.

Matt M. — Mon, 31 Aug 2009 13:51:06 +0000

Great post, this is actually one of the hardest parts about doing web work for me. It’s always kind of an awkward conversation when talking numbers because you have to justify the cost to someone who may think that what you are charging is outrageous and sometimes they seem so eager to pay that you worry if you are under-valuing yourself.

By: Brian

Brian — Mon, 31 Aug 2009 12:45:36 +0000

Great post. This is extremely important, especially when considering a meeting that consumes an entire afternoon or whole day including commuting time.

How about qualifying a “problem-client” before actually working with them? We’ve all had them… poor communication, lack of direction, slow payers, feature-creepers…

Any tips for sniffing them out over the phone? Either for the purpose padding your project quote a bit or passing on their project altogether.