5 Golden Rules to Effective Designer - Client Feedback

THE 5 GOLDEN RULES 5 STAY IN TOUCH! BE PROFESSIONAL THROUGHOUT THE WHOLE JOB AND EVEN AFTER- WARDS. YOUR CLIENT CAN LEAD TO MORE WORK IN THE FUTURE, OR RECOMMEND YOU TO SOMEONE. • 80% OF YOUR COMPANY'S FUTURE REVENUE WILL COME FROM JUST TO EFFECTIVE 20% OF YOUR EXISTING CUSTOMERS • IF SOMETHING ISN'T WORKING, COMMUNICATE, AND FIX IT DESIGNER-CLIENT 4 PRESENT S.M.A.R.T. DESIGN GOALS FEEDBACK THE CLIENT WANTS TO KNOW WHY YOU MADE YOUR DESIGN DECISIONS. USE LANGUAGE THEY UNDERSTAND: • SPECIFIC GOALS, PURPOSE AND REQUIREMENTS OF THE DESIGN • MEASURABLE TIMELINE, AND DELIVERABLES CUSTOMERS DON'T KNOW HOW TO COMMUNICATE PROPER FEEDBACK TO • ATTAINABLE GOALS THAT KEEP THE CUSTOMERS' EXPEC TATIONS DESIGNERS ABOUT WHAT THEY LIKE AND DON'T LIKE. THEY OFTEN LACK GROUNDED • REALISTIC PROMISES THAT YOU CAN KEEP ABOUT WHAT YOUR THE PROPER WORDS TO EXPLAIN THEIR ISSUE WITH YOUR DESIGN. AS DESIGN WILL DO DESIGNERS, IT'S UP TO YOU TO TEACH THEM TO GIVE YOU THE HELPFUL • TIME NEEDED TO COMPLETE THE PROJECT ANSWERS YOU NEED! 3 K.I.S.S. WITH DESIGN DETAILS EFFECTIVE FEEDBACK MUST INCLUDE EXPLAIN HOW YOUR DESIGN SOLVES YOUR CUSTOMER'S PROBLEM. GIVE EXAMPLES: IMPROVING THEIR COMPANY WEBSITE'S LOADING TRUSTING EACH OTHER. TIME. • 40% OF PEOPLE WILL ABANDON A WEB PAGE IF IT TAKES MORE THAN 3 SECONDS TO LOAD EFFECTIVE FEEDBACK MUST HAVE CONSTRUCTIVE • A WEBSITE BOUNCE RATE SPIKES TO 100% WHEN A PAGE TAKES 4 CRITICISM. SECONDS OR MORE TO LOAD. • IT JUMPS TO 150% IF A PAGE TAKES 8 SECONDS OR MORE TO LOAD. EFFECTIVE FEEDBACK MUST BE TALK TO YOUR CLIENT CLEAR AND CONCISE. THE TRICKY PART OF THE CLIENT/DESIGNER RELATIONSHIP IS NAILING HOW TO TALK TO ONE ANOTHER! • DO ALLOW NEGATIVE COMMENTS. WHAT DON'T THEY LIKE • DO GIVE AS MUCH DETAIL AS POSSIBLE. QUESTION WHY SOMETHING ISN'T WORKING • DO SPEAK ABOUT YOUR GOALS AND PRIORITIES FOR HE PROJECT • DO ASK YOUR CLIENT WHY YOU'RE WRONG ABOUT DESIGN DECISIONS • DO LIMIT THE DESIGN COMMITTEE FOR FASTER, CLEARER FEEDBACK THE CLIENT IS ALWAYS RIGHT 1 CONFLICTS WILL HAPPEN! LISTEN TO THEIR COMPLAINTS, TAKE IT IN, AND EARN THEIR TRUST BY RESPONDING TO WHAT YOU KNOW YOU CAN ANSWER OR FIX. SOURCE: • SATISFIED CUSTOMERS TELL 9 PEOPLE HOW HAPPY THEY ARE • DISSATISFIED CUSTOMERS TELL 22 PEOPLE ABOUT THEIR BAD HTTP://WWW.FORBES.COM/SITES/GARTNERGROUP/ EXPERIENCES • 9 OUT OF 10 CUSTOMERS WILL CALL YOU AGAIN IF YOU SOLVE HTTP://WWW.SLIDESHARE.NET/CUSTTHERMOMETER/22-CUSTOMER-RETENTION-STATS PROBLEMS FAST HTTP://WWW.SMASHINGMAGAZINE.COM/2008/07/22/HOW-TO-COMMUNICATE-DESIGN-DECISIONS-TO-CLIENTS/ HTTP://WWW.SMALLBUSINESSSEM.COM/ARE-SMALL-BUSINESS-WEBSITES-REALLY-THIS-BAD/5583/ HTTP://BLOG.HUBSPOT.COM/MARKETING/COMPELLING-STATS-WEBSITE-DESIGN-OPTIMIZATION-LIST HTTP://TOPACHIEVEMENT.COM/SMART.HTML ZILLION DESIGNS