What Clients Say vs. What They Mean
When dealing with clients and potential clients, it’s important to understand that what they’re saying is not the same as what they mean, and how to react. Let’s look at these five examples:
“I’ll keep you in mind.”
You’ll often hear this when you’re prospecting for new business. It’s a nice-sounding sentence that may put you in a hopeful frame of mind. But don’t be fooled. People have lots of other things to think about beside you and your business. It’s your job to stay top-of-mind with them. So, with their permission, add them to your e-mail newsletter list or RSS feed. Ask them to follow you on Twitter or join your social network. Arrange to meet with them in person. Stay in touch with periodic phone calls. Learn other methods of staying in touch.
“We’ll be in touch.”
You may hear this one after someone contacts you to inquire about your services. Once again, don’t get your hopes up. You’ll probably never hear from them again. That is, unless you stay in touch. So, learn the best stay in touch techniques and put them to work here.
“I was just going to call you.”
In response, you may be tempted to ask, “Well, why didn’t you?” And it’s okay – you’re among friends here. We understand how frustrating calling, calling, and calling yet again can be. Seems like it takes forever to get anywhere, doesn’t it? But hold your tongue for a moment and take heart–follow-through is an important aspect of business. With this person, you may be on the verge of doing business. At long last. Be sure to let us know how it goes.
“I love your work!”
People in the creative fields hear this one all the time. At times, it can be a very nice sentiment. Especially if it goes along with being paid at a rate that rewards you for your work. After all, it’s money, not love, that keeps us in business.
“The check is in the mail.”
This line inspired collections expert Leonard Sklar to write a book called The Check is NOT in the Mail: How to Get Paid More in Full, on Time, at Less Cost, and Without Losing Valued Customers. I recommend it highly. I also recommend that you offer payment methods that aren’t dependent on moving paper through the postal system. You can accept credit cards via a merchant account, but watch out, these can get expensive. If a merchant account isn’t in your budget, try online services like PayPal or Google Checkout. Or see if your client can pay you via electronic funds transfer. If you’re hoping to do business with the U.S. federal government, this is their default payment system. If all else fails, check out other options on what to do when a client won’t pay.
What’s your secret client-to-English translation? Let us know!
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“This is a matter of urgency, I need the site up ASAP as I go on holiday/to sleep for a week/hospital (delete as appropriate) next Friday”
Read: I want you to jump to it BUT and I repeat BUT….do not expect timely feedback* in fact, don’t expect ANY feedback because I really can’t be bothered. It’s a priority still but only for you.
* I will still expect it all on time you understand.
“After all, it’s money, not love, that keeps us in business.”
Really?
lol thats cool…..Most of the time i hear…i have lots of similar projects for you..hence tempting to lower the rate…one has to b careful with such over promising clients
Good post interesting and funny at the same time because it’s pretty true.
Ha ha, I’ve heard and used all of these… except when I say “the check is in the mail,” I mean it.
Just as a side note, I was expecting “what they mean” moments… but instead I found “how to solve it” moments.
Pretty much spot-on for each of them. Interesting article in its own right, love the style of writing.
“Sorry, I’ve been really busy lately.”
-Translation-
“Business has been typical and I totally forgot.”
How about this one:
“I really need this project done cheap, but if you can come through for me, I have a lot more work I will be sending your way in the future.”
Translation: I obviously don’t value your time or talents, and even if I did send you more work, which I probably won’t, I’d want it ridiculously cheap again.
Ouch… I´ve just experienced that
This sounds all too familiar!!
Just a question? If ever you will be encounter into this situation, what do you think is the best way to answer them directly?
I think the best way to handle that situation is to let the client know that you are interested in the project but you can’t afford to take it on at that price. If they decide to go price shopping and try to find someone else, then just let them walk away because you can be fairly certain that the client would have been nothing but trouble. If the client decides to go with you at the higher price, you will both end up being happier in the long-run and it will set a good tone for your relationship moving forward.
I’ve always found that clients I had to give a discount in order to obtain their business were the hardest to work with and even though they promised to raise the rate for future projects, they always tried to haggle me down to the lowest price they could get. Some people are like that though and will always be asking for a discount regardless of what price you quote them. It doesn’t matter whether you quote them $200 or $1,000, as long as they can get you to come down a considerable amount from your original quote, they feel like they’re coming out on top. If you think this is the type person you are dealing with, just aim high in your initial quote and then give them a discount down to the actual price you are looking for and you will both be happy.
The best answer to this that I have heard is “If you pay standard rates on this job, I will be happy to give you a discount on the next one”. After 40+ years in business I have never heard of anyone who gave a discount on the first job getting a second job from that client at anything other than a discounted rate the same or worse than the first job. I also second Chris’ motion that those clients are the most difficult to work with in my experience.
I have to admit I’ve heard many of these. I also had people who’d promise in 2-3 weeks we surely start (they need an OK from the main boss, etc.) and then failed to call. Interesting enough, didn’t see them start the project anyway, so I am happy it wasn’t my fault
The best thing is to take ANYTHING with a grain of salt. Then you’re not discouraged nor sad. Just find work, deliver, get paid. And if they keep their “promise”, it’s OK. If not, you’re still working and earning and not waiting for them.
“We like what you’ve done, but maybe if you” + a list of totally ridiculous design suggestions.
Translation: it wasn’t what we’re looking for but we’re too nice to just say that and we have no idea what we’re looking for anyway. Just start over.
“How much do you need up front?”
Translation: we have the best of intentions, but you’ll get the rest in 10 years.
And probably my favorite: “We want it to look like XYZ”
Translation: we have no imagination and we don’t want it to look like XYZ but we want to be as happy with it as we were happy with XYZ when we saw it.
Lets arrange to meet ASAP
means
I’ll think about arranging something for days, then I’ll call you at 8:30am on a Friday morning, asking you to come in at 9am. Then get offended when you say ‘no, I’ve got other things on today, how about Monday morning?’
There is a fine line between keeping in touch with clients and becoming an annoying quasi-stalker. When I was ACD at an agency, I had one freelancer who called every single week. For years. As with pastry, so with networking – keep a light touch or it all falls apart.
It’s the classic Vendor vs Client relationship, as made visible in the “Taco Stand” video. http://gregrickaby.com/im-not-the-taco-stand-video
“After all, it’s money, not love, that keeps us in business.”
i agree totally!
An interesting read. Just on the payments front… I accept cheques and direct transfers as they’re the easiest of the two. Obviously I prefer direct transfers as it’s quicker but if they’re a trused client, then I don’t mind cheques.
Ha, definitely made my day. I was a bit clueless with all these client talks that sometimes you wish you can hit a translate this button. I think when client says ” That’s not what I was really looking for..” when you show them the finished work ( which is done spec by spec ) – I think what they mean is ” Can I have some discount? ” lol. Still, I agree that money, not love, keeps us in business. Kudos!
Great read, you guys did keep it on the “safe side” which is nice, there would be quite a few other common expressions that could’ve been discussed.
You might want to also consider writing an article about what the developers say and mean, just to keep things fair.
Ex : “I’m so mad, I finished everything yesterday, it was perfect by my damn hard drive just died” – I didn’t actually get started yet but I need to buy some time.
Funny cos they’re true. Most allibies are just rephrased to make it sound friendly (not rude enough to say “no”)… These are helpful points though, to have rebuttals prepared.
Remember: A Project never starts until the deposit check clears.
I have heard every promise out there. After a while, it makes it easier to just let the client know – as soon as you put down your retainer we will get started. Promises don’t pay the bills.
“I will send your check out first thing in the morning.”
–Translation–
“I completely forgot, and it will go out when I remember it next time….probably in a few days (because I am not going to look for it/mail it now).”