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Say What?!

Say What?!

Email templates for sticky client situations

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What to say when…

What to say when a client wants a service you don’t offer

If you're good at what you do, your clients might start asking you to do more and more. After all, if you make websites, you can probably fix their printer, right? No? Well, darn. The thing is, if a client likes you, they'll want to keep working with you, and sometimes that means making request for service that you don't offer. Here's how to respond when that happens.

If you're good at what you do, your clients might start asking you to do more and more. After all, if you make websites, you can probably fix their printer, right? No? Well, darn. The thing is, if a client likes you, they'll want to keep working with you, and sometimes that means making request for service that you don't offer. Here's how to respond when that happens. Option One - Great idea! Hi ____, Great idea! I never thought about offering ____! I sat down and worked … [Read more...] about What to say when a client wants a service you don’t offer

Filed Under: Processes & Projects

What to say when a client wants to remove your credit from the website footer

A lot of web designers run into this problem: They make a website, and launch it, and the client is happy but... they want the footer credit removed. Here's how to handle that situation.

A lot of web designers run into this problem: They make a website, and launch it, and the client is happy but... they want the footer credit removed. Here's how to handle that situation. Option One – That’s cool; I didn’t want my name on your site anyhow Hi ____, No problem! I typically charge a fee of $____ to remove the footer credit, but I’m willing to waive it this one time. I’ll remove the link later today! Thanks, -NAME Option Two – It’s gonna cost extra (contract not … [Read more...] about What to say when a client wants to remove your credit from the website footer

Filed Under: Other Problems Tagged With: Contracts

What to say when a client doesn’t want their project in your portfolio

In general, most of us retain the right to use the work we produce for clients in our portfolios. But sometimes, clients don't want us to showcase their project. Here's how to respond when that happens.

In general, most of us retain the right to use the work we produce for clients in our portfolios. But sometimes, clients don't want us to showcase their project. Here's how to respond when that happens. Option One – That’s cool; I didn’t want to put it in my portfolio anyhow Hi ____, No problem! I typically charge a fee of $____ but I’m willing to waive it this one time! Thanks, -NAME Option Two – It’s gonna cost extra (contract not signed yet) Hi ____, I understand why … [Read more...] about What to say when a client doesn’t want their project in your portfolio

Filed Under: Processes & Projects Tagged With: Contracts, Quotes and Proposals

What to say when a past client wants to hire you again (but you don’t want to work with them!)

We don't want ALL clients to be repeat clients. But sometimes, despite the fact we know the project didn't go well, past clients we do not want to work with again, show up back in our lives. Here's how to respond when that happens.

We don't want ALL clients to be repeat clients. But sometimes, despite the fact we know the project didn't go well, past clients we do not want to work with again, show up back in our lives. Here's how to respond when that happens. Option One – Break it to her gently Hi ____, Thanks for getting in touch about working together. I have been thinking about this, and honestly don’t feel like we’re the best fit anymore. I know we worked on your ____ before, and I’m happy we did, but at … [Read more...] about What to say when a past client wants to hire you again (but you don’t want to work with them!)

Filed Under: Problem Clients

What to say when a returning client wants something right away (but you’re already booked)

Sometimes clients want or need something pronto--but we're not available. That can make things awkward, especially if they're someone we've already worked with and enjoy working with. We want to make them happy, without making ourselves crazy. Here's how to respond!

Sometimes clients want or need something pronto--but we're not available. That can make things awkward, especially if they're someone we've already worked with and enjoy working with. We want to make them happy, without making ourselves crazy. Here's how to respond! Option One – Make an exception Hi ____, I’m actually already booked right now—but I’m happy to squeeze you in for _____! Attached is the contract, please sign and return to me by ____ so we can get … [Read more...] about What to say when a returning client wants something right away (but you’re already booked)

Filed Under: Scope & Timeline Tagged With: timeline

What to say when a client wants to talk on the phone (and you don’t!)

These days, fewer and fewer of us are using our phones to talk. And we certainly don't just answer the phone when it rings. Who does that anymore? Here's what to say when you have clients requesting phone calls, but phone calls are not part of your process.

These days, fewer and fewer of us are using our phones to talk. And we certainly don't just answer the phone when it rings. Who does that anymore? Here's what to say when you have clients requesting phone calls, but phone calls are not part of your process: Option One - Sure! Hi ____, Sure, I'd be happy to hop on the phone and discuss ____ with you. Please schedule a call with me here [link] and I'll ring you at the scheduled time. Thanks, -NAME Option Two - We don't need … [Read more...] about What to say when a client wants to talk on the phone (and you don’t!)

Filed Under: Processes & Projects Tagged With: Communication

What to say when a potential client chooses to hire someone else

We don't always land the gig, and that's okay. We can learn from every experience, even if that experience is the potential client choosing to work with someone else.

We don't always land the gig, and that's okay. We can learn from every experience, even if that experience is the potential client choosing to work with someone else. Option One - Ask why Hi ____, I'm sorry we weren't the best fit, but I truly want you to work with the best designer for you. I hope you found someone who is an awesome fit! I'm going to be a bit bold here, but I'd like to ask why you've chosen another designer? Your answer will help me improve my business, and I … [Read more...] about What to say when a potential client chooses to hire someone else

Filed Under: Processes & Projects Tagged With: Competition

What to say when a client asks to cancel their project

Sometimes projects don't go as planned. We might be a bad fit, the client might be a bad fit, or things just aren't working out. Here's how to respond when your client asks to cancel their project.

Sometimes projects don't go as planned. We might be a bad fit, the client might be a bad fit, or things just aren't working out. Here's how to respond when your client asks to cancel their project: Option One – One last shot? Hi ____, I understand this project isn’t going the way you had hoped, but before cancelling, I wanted to let you know that I really think I can make you a stellar ____. I’d like to give it one last go, and if you’re still unhappy, I will of course cancel the … [Read more...] about What to say when a client asks to cancel their project

Filed Under: Problem Clients, Processes & Projects Tagged With: Cancellation, Contracts

What to say when a client refuses to sign a contract

Ack! Working without a contract is DANGEROUS. Both for you and your clients. Here's what to say when a client doesn't want to sign a contract: Option One - It's necessary Hi ____, I know you think a contract is unnecessary, but I never work without one. The point of the contract is to protect both of us, and outline our responsibilities. It also lets us both know what to expect! I hope you agree that a contract is best for both of us. If you need me to clarify anything in the … [Read more...] about What to say when a client refuses to sign a contract

Filed Under: Processes & Projects Tagged With: Contracts

What to say when a client disappears

Have you ever had a project that is humming along nicely and then all of a sudden... your client disappears? No email, no phone call, nothing. She's vanished into thin air. Here's what to do when that happens!

Have you ever had a project that is humming along nicely and then all of a sudden... your client disappears? No email, no phone call, nothing. She's vanished into thin air. Here's what to do when that happens! Option One – Are you okay? Hi ____, I haven’t heard from you in a while! I’ve sent ____ emails, but haven’t heard back. I just wanted to make sure everything’s alright? Please drop me a line so I know everything’s okay—or let me know if I can help with … [Read more...] about What to say when a client disappears

Filed Under: Scope & Timeline Tagged With: timeline

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