Nidahas » Musings on design, web standards and free software from a Sri Lankan geek.

Feeding Clients - Part 2

2005.06.22

Meetings. They are an effective tool in forging profitable and lasting relationships with clients. However, when you are a freelancer or a small design studio, most meetings become unjustifiable burdens on your limited resources - the couple of hours you waste blabbing with some corporate dude is better spent on finishing those mock-ups that are already two days late.

Through the years I’ve come to see three kinds of meetings. Meetings where:

1. Client is Big. Nothing gets done.
2. Client is small. Stuff gets done.
3. Client is small. Future is made.

Big Client - Useless Meeting

These are the necessary evils. Being able to supply for a big company is good for you, and it brings big bucks, so you play the game according to their rules. There will be multiple decision makers at the meeting, each with his/her own agenda, and politics play a big role. The same issues will be discussed again and again, and no real decision will be made. Responsibilities will be vaguely distributed among different people, and you will need to co-ordinate with several guys to get things done.

Of course there are exceptions, and I do like to believe there are big companies where things are more efficient. However, being small, you will always be more productive than them. It’s easy to get frustrated when dealing with the big. Being prepared for chaos, both at meetings and projects, is the best way to avoid headaches.

My friend Dulan has a nice way of dealing with these meetings. He takes detailed notes during the meeting, and circulates an email to all those who were present. It describes the various requirements from our end which needs to be met by the client, and who is in charge of what. It is also important to keep all people updated on issues which need special attention, so we send an email detailing the current status just before every meeting, in addition to the regular updates. Most often, the delays will be caused by the client, and they need to be pointed out tactfully - don’t want to piss anyone off.

Small Client - Focused Meeting

Being small ourselves, we understand small clients better, and they are comfortable working with us. It’s easier to make decisions at these meetings, and progress is rapid. This is important, because when you are small, time is bloody precious.

Not planning a meeting is a common mistake of smalls like us. Our manager Lankitha has a way to make the best out of focused meetings: a detailed agenda is made for the meeting, outlining the things that need to be discussed, decisions that need to be made, and requirements that need to be met by us and the client. This is sent to all who will be present at the meeting. When we meet with the client, both parties have a clear understanding of what needs to be done. We prepare a checklist for the meeting based on the agenda so that no important issue is overlooked. After the meeting, we circulate an email to our people and the client.

Being small is an advantage only when things are properly planned. That’s one thing we learnt the hard way.

Small Client - Casual Meeting

Sometimes, meetings should go out of control - not as in someone is thoroughly pissed off and storms out of the room, but as in you discuss things that are not related to the project.

These are the meetings where friends, lasting relationships with clients, and business partners are made. Don’t set an agenda, let them wander off topic, and pay attention to what they say. Above all, listen - it’s the best form of flattery you can give a client.

The first few meetings with a client, and the meetings just after a succesful project are good candidates to go “casual”. The last time we tried this, we had to ask the client to wait till we finish her project before recommending us to her business partners. Smart move, eh?

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