A talk aimed at Web Developers at the Freelance Workshop, WordCamp Birmingham 2014

1. Nathan Ingram
@nathaningram

2. Nathan Ingram
@nathaningram

3. Have no idea what
they want
“I don’t know
what I want, but
it’s not that…”

4. Ninja Master Says…
• Spend time with them.
• Ask for a list of sites
they like and why they
like them.

5. Ninja Master Says…
• Separate the Design
and Development
Phases
• Make them sign off at
regular intervals

6. “It’s been a week!
You’re not finished yet?”
Has no understanding
of the space-time
continuum.

7. Thinks having an idea
is the same as having
it done.
Believes that they (or a
relative) can do the project
faster than you can.

8. Ninja Master Says…
• Be straightforward
about what’s possible.
• Educate them on why
things take the time
they do.

9. Ninja Master Says…
• Don’t be afraid to
fire the client.

10. Everything is an
emergency. NOW!
They think they are your
only client and deserve
100% of your time.

11. Ninja Master Says…
• System trumps drama.
• Have a system to handle
support requests.
• Identify real emergencies.

12. Ninja Master Says…
• Be calm and reassuring.
Drama + Drama =
Fireworks.
• Estimate longer and
deliver sooner.

13. Totally hands off.
Does not respond to
requests for info.
“Disappears”for weeks
or months at a time.

14. Ninja Master Says…
• Enjoy the freedom
this client can offer.
• Stay in touch regularly.
• Make sure they know
what you need.

15. Ninja Master Says…
• Suggest a half-day
onsite to assemble
content.

16. Can evolve from
The Invisible Man.
Disappears for weeks
then ambushes
you with ASAP
requests.

17. Ninja Master Says…
• Be prepared for them.
• If a project is on hold,
make sure you’re
waiting on them.

18. Ninja Master Says…
• Have a solid TOS
that describes this
situation.

19. Wants everything, but
doesn’t want to pay for
anything.
Obsessed with price

20. Tries to get you to lower
your price to unfair levels.

21. Ninja Master Says…
• Identify this one in the
initial conversation.
• Make sure they
understand exactly
what they’re getting.

22. Ninja Master Says…
• Don’t be afraid to
negotiate.
• Reduce scope
not price.

23. His business is his life.
Sends emails at 3am
and calls to follow up
at 7:30.
Insists on after-hours
meetings.

24. Wonders why you don’t
work on weekends or
holidays.
Has no understanding
of personal boundaries.

25. Ninja Master Says…
• Clearly communicate
when and how you
work.
• Do not violate your
boundaries.

26. Ninja Master Says…
• Identify this client at
the proposal stage.
• Don’t take them on or
charge extra.

27. Focuses on small details
like colors and fonts.
Tends to email minor
changes randomly.
Can’t see the forest
for the trees.

28. Ninja Master Says…
• Stay goal focused.
• Ask them what they
want to accomplish.
• Educate them on why
your choices are best.

29. Everything is done
by committee.
Camels are common
at nonprofits and
larger companies.

30. Some exist in small
businesses too…
Incoherent ideas
and suggestions
from many
different people.

31. Ninja Master Says…
• Insist on one internal
decision maker (not just
one point of contact).
• Suggestions should be
filtered first.

32. The project goals are
a moving target.
Assuming things are
included that aren’t.
“Can’t we just…”

33. Ninja Master Says…
• Be prepared for scope
changes.
• Scope changes usually
mean more money.

34. Ninja Master Says…
• Scope changes
require an additional
proposal, or a revision
to the original.
• Get it in writing.

35. Expectations
Communication
Documentation

36. Nathan Ingram
@nathaningram