When I’m consulting with a client, there are standard questions I ask, and routine information I supply. I enjoy these exchanges. I like finding out precisely what my client wants, and letting them know what my process is. But. There are certain phrases I dread. These phrases consist of words. Words I have to form with my mouth. These phrases make my tongue swell to 3 times its size; they make the roof of my mouth feel like it’s coated with wallpaper paste.
1. “Hannya fubllt grrlbt” Translation: “My hourly rate is $XX.” My knees get weak. My stomach does flip-flops. I want to blurt something– anything, just to divert the client’s attention from the dollar figure I just quoted. “My hourly rate is $XX. WHEN I WAS IN COLLEGE I RAN NAKED THROUGH THE QUAD IN JANUARY.” Yet somehow, I manage to pull it off with aplomb. (Okay, I might have to clear my throat a little to keep my voice from quavering; I like to quote my rate via email, if possible)
Look, I did my homework; I know what graphic designers charge, and I know how much money I need to make a living. I know what the hourly rate is in my particular geographic location, and what designers charge for certain kinds of work. My fee is perfectly reasonable. In fact, I’m the only person who thinks I’ve got some nerve charging people such outrageous prices.
2. “Mmmr fft brabbl” Translation: “Wow, I’d love to help you out, but I don’t currently offer that service.” When I’m talking with a client, I want to say yes to everything. Yes, I can have the job done tomorrow! Yes, I can redo that design for the 4th time, and add dancing bananas! Yes I will pick up your dry cleaning!
I’m good at going the “extra mile.” I’m great at listening to a client’s wants and needs. I’m even pretty good at doing stuff I don’t know how to do. But there are certain things that I can’t do—yet, and can’t fudge, like JavaScript, and I don’t want to spend a lot of un-billable hours climbing a steep learning curve. I recognize there are gaps in my skills, and I am taking classes to rectify those, but for now, I have to admit some things are beyond my level of expertise. I don’t do my clients or myself any favors by pretending to be something I’m not.
What do you hate to tell a client/coworker/boss?
My clients renew contracts annually. I hate raising my rates on old clients - but I do.
I hate telling new clients how much paid vacation I get. (Yes. I work for myself and I get paid vacation. I’m spoiled, I know. But the people who value me pay it without blinking. THOSE are the clients you want to have.)
MaryP | September 4th, 2007 at 7:06 pm