An Ounce of Professionalism
Steve Spatucci
When you work in a creative field, certain assumptions are made about you. It’s assumed that you listen to bands that no one has ever heard of (guilty), people are predisposed to believe that you’ll eat strange foods (uh oh), and you’re generally expected to look and behave like an “artiste” - dressing like you’re from the future, not paying attention to schedules, being unresponsive to e-mails - that sort of thing. The image of the turn-of-the-last-century Parisian impressionist - complete with beret - is not wholly invalid here. I’ve seen it happen.
It didn’t take me long to learn that even the slightest professional behavior - wearing an ironed shirt, preparing detailed outlines - even speaking clearly on the phone - has earned me points with clients. These things aren’t exactly huge efforts - in fact, I once believed they were necessary to running a business - but apparently, not so.
It bugs the stuffin’ out of me that the image of the aloof, carefree creative person still exists - but clearly, there are many of us out there helping to perpetuate that stereotype. “Ah, maybe he’ll get to our urgently-needed website updates tomorrow - he probably got stuck at day two of Wizard World.” Sheesh.
Clients have told me horror stories - designers took on their project, developed it 80% of the way to completion - then stopped answering e-mails and phone calls. What?! I even heard from one client that a prospective Flash developer said, on their first get-to-know-you phone call, “I’ll call you back later - I have to take a [expletive deleted].” Come on, dude - you’re messing it up for all of us!
But there’s a benefit here - those low expectations can work to our advantage. It doesn’t take much - timely responses to communications, well-designed business documents, sending source files before they’re requested - to turn things around and impress clients. A little goes a long way.
Here’s the flipside, though - I think there’s a danger of looking too straight and clean when meeting with clients - especially clients working in an overly corporate environment. I think it’s important to let a little of that creative edge leak through so clients see you as what you are - a “creative professional”. Both words are equally important.
But still - ditch the beret. It’s so 1921. Go for suspenders instead.
© 2007 Steve Spatucci
Steve Spatucci is a designer, illustrator, animator and game developer from Cherry Hill, New Jersey in the United States. He started working as a freelancer in 1997, and founded his company, Plasmic Studio, in 2002. He worships Jim Henson, Stan Lee, and Gene Simmons – in that order.
dandellion
September 3rd, 2007
Never ever take some of details of “creative” outfit. Let them keep on low-expectations. Follow your dead-lines, speak reasonably on the phone, be professional, but never get them thing they are speaking with their corporate employees.
Design Submit
September 3rd, 2007
Could not agree more, I am thankful for all those bad designers because you said I barely have to try to be head and shoulders above the rest!
A big one is being on time, I guess those who are chronically late think it’s no big deal but I have had more than one client comment to me that I’m always on time. Clearly they’re noticing.
Verne
September 3rd, 2007
I think somewhere along the line, many people have forgotten that our industry is still primarily a service agency. We don’t punch out widgets at the end of an assembly line, stick a fancy logo on it, and force-feed our consumers.
These labels do unfortunately exist though, but I think there’s a light at the end of the tunnel. There is still a healthy group of people who understand that it’s not just about delivering “sleek, multi-faceted design interfaces”, but that it’s about the client interaction, project management, and the fashion in which we help the client integrate these “multi-faceted” structures into their often uni-faceted business. More than ever, it’s not what you do, but how you do it.
Grow and evolve this mindset and the playing field will become increasingly competitive. Eventually, the [expletive deleted]-ers will get weeded out.
Plus, if you deliver a positive experience to your client, it won’t matter what you’re wearing (may it be a beret, a set of suspenders, or both).
Sean Hodge
September 3rd, 2007
I’m from the states, but living and working abroad as a freelancer. I do all communication by phone or email with my clients. Therefore, my professionalism has nothing to do with how I look.
I could have not shaved and be in my P.J.’s, but as long as I am professional with document delivery, my emails, phone etiquette, and essentially everything else you mentioned than I am perceived as a professional.
I suppose that is a freelance perk. Although, I do try to dress well just to feel like I’m at the office - even though its a home office. The way I dress though only matters to me, not my clients.
I think your advice about professionalism is spot on though.
Thanks.
Brad V.
September 3rd, 2007
The market for freelancers is so crowded nowadays, one has to be professional. Because if their not, the client can easily dump them and there will be 50 more freelancer lined up willing to pick up the slack.
Naomi
September 3rd, 2007
Oh no, I was just thinking about buying a beret and suspenders look dorky on a girl. What to do?
Seriously though, good service is really important. As they say, “don’t bite the hand that feeds you”. Clients help provide your living and in general can be pretty nice people if you treat them right and do a good job. Plus, it feels great when the client is happy with the completed work AND the service. Can’t beat that.
Vuai Danso
September 3rd, 2007
I tell you, I dont think the many of us who have reached this level of understanding in respect to professionalism can say we’ve gotten here without first making the mistakes. You know, those mistakes that this article is all about:
- The “not meeting deadlines because of family emergency” excuses
- The lazy afternoons where you just forget about the work because you don’t really give a damn
- The idealistic promises
- The overworking yourself and putting nothing out
The list goes on.
Many of us have underdressed and overpriced and then given -bs- services to our customers. I’m not saying that it was right, I’m just saying that in our appreciation for what we have learned along the way, why not help a badass or two to finally get it?
Digiguru
September 4th, 2007
Clients are often surprised by my appearance. Most people expect either this skinny computer nerd or this whack job artistic freak. Well I’m neither. I work out every day and look more like a light heavy weight boxer than your average IT guy. I also have the smarts to be on time, present myself in a professional manner, yet still retain a interesting enough personality to get them excited about working with me.
Jason
September 4th, 2007
I’ve been told more then once that you could throw a rock out in the street and hit a web designer. Shake a tree and one will fall out. It was especially bad living in Modesto, CA after the bubble burst. It got even worse when every kid who downloaded a copy of Dreamweaver thought they were suddenly a webdesigner. I’m sure it’s the same for the graphic designers out there. I couldn’t tell you the number of times I would pitch a client and be told “(Insert Relatives Name here) is working on our site” or “My son is doing our site” and a month or two later it still looks the same as it did when I pitched them. Or, even worse, “we hired someone to do our site but they moved out of state. I don’t think we’re going to do one now.”
But, through persistence, you build up a client base and you get the glorious benefit of “word of mouth” advertising. People actually brag about their designer to their friends and colleagues. Suddenly, your in demand. People know you actually GTD which is such a rare commodity in our industry that it’s like your from another planet. Or better yet, a super hero descended from space to bring enlightenment to the the world.
When you get to that point, it’s an amazing feeling. Your not just another web designer. You ARE a web designer. You actually create something that works. It’s done, there’s no 404s popping up from pages that were never done. No contact forms that go to null because the script never got completed. No awful freaking construction guy saying “pardon our dust, site under construction.” You’re a breed apart. You’ve transcended from all the rubbish and are a professional that people recommend.
That’s what I love about this job.
Dean Rieck
September 6th, 2007
Thanks, Steve. Professionalism is such an important topic, but too many freelancers forget this. In a way, it makes things easier for those of us who do act professionally. But ultimately, it hurts all of us.
I wrote an article related to this over at The Freelance Pro called “The Top Freelancing Mistake of All Time.” http://thefreelancepro.com/2007/08/30/the-top-freelancing-mistake-of-all-time/
It talks about how freelancers too often think they’re selling a product (their work) rather than a service. By focusing on the work, freelancers get into an “employee” mindset and don’t have the client focus they need to be true professionals.
Keep up the good work. Freelance Switch is a fantastic blog and a great resource for freelancers.
Elizabeth
February 22nd, 2008
Just wanted to say I could not agree more. As both a freelancer and someone who hires freelancers (small business owner), I’ve experienced both sides of the coin. But it’s not just about ironing your shirt. I just had a freelancer who foamed at the mouth and insulted my intelligence because she didn’t like my contract and I refused to change it, so told her I was sorry but we could not work together. Respect for the client is key. Even though this isn’t a typical employer/ employee situation, they’re still the ones signing your checks.