He didn’t expect those questions

Last week, I had a paid discovery session with a client looking to redesign their DIY website from eight years ago. As usual, I asked about his business, clients, goals, etc.

At the end of the call, he complimented the process and mentioned it wasn’t what he expected… Saying he thought I’d be asking him about the fonts and colors he wants to use in the new design.

In fact, I had not asked him anything about fonts or colors… I asked him questions like “What kind of car does your ideal client drive?”.

I explained to him that I think it’s best he tells me about his business, industry, and clientele — and he can let me worry about the fonts and colors. This way, neither of us have to watch the things we’ve spent our lives studying get undermined and bastardized by someone who has no idea what they are talking about.

Admittedly, it was a bold reply — but the more I thought about it, the more I was convinced of its truth.

My client knows more about his industry, his business, and his clients than I ever will. It’s my responsibility to take that information and turn it into something that helps him achieve his goals.

What I liked about my reply — though maybe it could be a bit softer — is that it clearly outlines our roles for the project. Not with one of us in charge and the other along for the ride… But on equal footing, both bringing our expertise to the table.

I think what happens too often is that we, as web developers, come in trying to tell clients what their customers think and need. Our clients clap back by telling us what colors and fonts to use. This all stems from a lack of trust and, of course, serves nothing or no one — especially not the success of the project.

By addressing and clearly defining those roles early in the process, I think both us and the clients can put down our guard and pull in the same direction; in benefit of the project.

What this whole situation taught me is that when I trust my client to know their business, they’ll trust me to know mine. It’s a two-way street.