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April 12, 2010

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Katie

David,

I appreciate this post. At Newfangled, we've made great strides in improving the structure of our client engagements (defining key decision makers, outlining preferred feedback) but we haven't defined a risk assessment plan in the event of error. I'm intrigued by the idea, but have a few questions:

1. What reaction do you get from clients when outlining what will happen when they're at fault?

2. When error does occur, how often do you end up referring back to these agreements? Or does simply outlining the process tend to prevent error?

Thanks again for the great post!

Katie

David Sherwin

Hi Katie,

To answer your questions:

1. If you're describing all of the possible things that can go wrong—from your own team's internal POV, in what could happen with third-party vendors, and from the client's side if they are late with feedback on key deliverables—then the client understands that you are acting in the best interest of the work being done to a professional standard. If you just outline what might happen if they cause a problem, then they will feel like you are being punitive.

2. Outlining the process helps prevent error—and if one does occur, you state in your written response as to how the error will be mitigated that you are following the protocol that you'd described in the risk mitigation plan... the same one that they agreed to at the start of it all. I've found that when you make one of these, you keep pulling it forward and improving it from project to project, based on key learnings from any errors that do slip through.

Kate

wow, your timing on this post couldn't be more relevant to me right now! Just last week I had to "break up" with a client for completely ignoring every item on your list of expectations -- even when they themselves had outlined some of them in their initial correspondence. The straw broke the camel's (or designer's) back when I couldn't even get a phone number from them after asking via email 3 times...

thanks for the post, I feel a little more validated for thinking I was being jerked around, and less like a bratty Artist.

Jake

This post inspired me to create an 'initial contact' outline for new clients that lays out all the expectations I have of my clients and what they can expect from me. I hope it works!

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