Category: Business Briefs
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Over the weekend I received a YELP! Lisa was asking for advice as her clients have gone from being accommodating to her work schedule, to slamming her with overtime.
It’s not that she hasn’t put rules in place. It’s not that she hasn’t explained the consequences in detail. So, is it that her clients have gradually made their lack of planning her problem? So much so that she’s now at frustration point?
Or, could it be that when a designer becomes a trusted ally to their clients, the floodgates open? Could it be that Lisa’s dedication to her craft has made her a valued addition to their businesses?
Ok, let’s say this is true. What now? What’s next?
Going to the next level. That’s what.
In no set order I’ve jotted down four suggestions, but you may have more.
- Add staff
- Partner with another designer
- Turn away work
- Raise prices, again
Each comes with pitfalls. Well, all except for one.
Adding staff sounds great on paper. But, if not careful, you could get to the point where you are ‘management’ and the staff are having all the fun.
Partnering with another designer demands an element of trust. Will your new partner give the same quality of care? Will they walk off with the clients?
Turning away work. Ouch. Yes, but sometimes this is the best way to handle the escalating problem of clients inching their way into being PITA’s.
Raising prices is another decent solution. If you are in demand yet desire a life, raising prices will get you there. Just ask Jeff Fisher.
If you have any suggestions to share, go on, head over to Lisa’s place. She has her welcome mat out.
until the next
Business Briefs,
cat
Comments to this post:
Comment: Lisa says
Thanks for this Cat. I actually have come up with another suggestion for handling a big work load. It doesn’t stop the “last minute rush” issue but it does provide some breathing space in a hectic schedule… I’ve begun to tell clients who come to me with new work that I have a waiting list. Yup… it’s true. Very politely I explain that the studio is extremely busy at this time and I inform them that I can’t take on any new projects until after 5 days, 10 days or whatever the schedule allows. New clients are very understanding of this. I ask if they have a deadline and if so they might want to seek another designer. If no deadline is pending…most are quite willing and understanding of the wait.
10th September 2007 Quote
Comment: Neil Tortorella says
Hi Lisa,
Your suggestion is an excellent strategy … for those with the guts to implement it. It tends to put you in the driver’s seat a bit more firmly. When you can say to a prospect, “Your project sounds great! But, I’m booked a month out (or two, or three) and won’t be able to start until then.” The prospect tends to think, “Gee, they must be really good if they’re booked that far in advance.” Plus, it makes it easier to charge (and get) higher fees. Your prospect/client might even say something like, “Wow Marge, Lisa, with Dragonfly Blu Design, is going to design my brochure. I’m so lucky! Did you know she’s so good she’s booked months in advance? She said she’d try to squeeze me in in a month or so. I’m thrilled! I can’t wait to see what she comes up with.”
10th September 2007 Quote
Comment: Lisa says
Well…I don’t think they are quite THAT thrilled about it Neil. But the honest to god fact about it is… I am booked and even my current clients know I have a queue. However… you guys keep talking about “higher prices” and “rising your fee.” Maybe it is time to do that…. it’s been a year since I last raised my fees. Thanks all.
11th September 2007 Quote
Comment: Jeff Fisher LogoMotives says
My “work less; charge more” mantra may backfire a bit for some. The pricing raising strategy isn’t as successful these days - it has actually resulted in MORE work in recent years. There is the perception that is something costs more it must be better.
Like Lisa commented, scheduling projects in advance may be very helpful. I’m often getting projects on my calendar up to three months in advance - and I am finding it necessary to plan around 6+ weeks of vacation each year. Potential, and existing, clients are willing to wait at times.
One of my most successful time/work strategies has been establishing “office hours” of Monday through Thursday. I have no client contact on Fridays or weekends at all. The office being closed on Fridays doesn’t necessarily mean I’m not working - I just will not even answer my office phone. It does give me much more work flexibility and helps with having more of a “life.”
I work to have the life I desire, but I’m not willing to have work become the number one priority in my life.
12th September 2007 Quote
Comment: Catherine Morley says
Hi Lisa,
Yes, I always kept a waiting list. And if they missed their agreed deadlines, they go to the end of the line.
Neil,
When I went looking for a contractor to renovate my condo, he said he couldn’t take it on for several months because he was backed up. That was fine with me. I would have been suspicious of his company if they could jump right in. It pretty much means no clients, no jobs.
Jeff,
I’ve always loved your Monday to Thursday office hours. One day for office work and a real guaranteed weekend. Nice!
13th September 2007 Quote
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Every Thursday morning my neighbor mows his lawn. He has a beautiful home. The house and its embellishments are perfection. The flowerbeds and hedges are meticulously cared for. (He mows his lawn on a diagonal for heaven’s sake.) He has…
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