What to ask a potential client to make sure they know what they are getting themselves into?

Question

I'm getting asked a lot more frequently by friends and friendly acquaintances to 'redo' their website. I know what to ask to learn exactly what they mean by 'redo' their website, but not what to ask to learn if they know the value/cost of the things they request.

Is there a post anywhere that lists really good questions to ask a client to make sure they have done their homework?

I'm wanting something that helps them clearly understand the difference between work done by a professional and that site their 12 year old nephew put together. Hopefully at that point the client knows the kind of budget they need to produce for the work they want, and continue with confidence, or politely back out until they are ready.

At a minimum, the client should know the value of the work even if I decide not to charge them.

Answer 1

Well, if they have experience with web development then hopefully they already know, and you just have to name your minimum price and if they're willing to pay it's a go.

If they haven't, you're not going to get them to appreciate the complexity of web development. You're just not. It took you years to master, why would you think you can explain it to them in minutes?

People pay lawyers exorbitant sums and they don't know what goes into the process or the complexities involved. They're paying a) for the result and b) to not have to know about the complexities.

My suggestion would be let them talk about what they want, craft your message as to what you're going to deliver accordingly, and then name your price. If they say yes it's a go, and their knowledge of what you do in terminal or emacs or your IDE or whatever is irrelevant.

Just my two cents though, open to other opinions.

Answer 2

It's a dangerous slippery slope to developer websites for acquaintances, especially if you don't charge. You have keep in mind the many changes they'll want, and then all the long term support.

I would recommend specifying a number of hours that you'll put to the project at a max, and charge after that.

Answer 3

Do you think it would help to point to some sites that you have charged for and say what you got for them?

Answer 4

Dude if they are friends, family or close acquaintances I'd run, run away and never look back, unless they completely forget about your redoing their website. If they were first business associates then became good friends I'd still be weary, for the matter of fact is they will first see you as a friend then as a business associate. What this will turn into is nightmares over time, for a website project is forever if you are a good developer, but the pay is not always comensurate with the work being put in. As you can tell I've dealt with a lot of cheapskate clients in my time, but many have also been very good, so its hard to see who will be what and when. But one thing is for sure, friends/family and web development business associations just don't mix.

That's my experience.

Answer 5

Generally, the first thing you should do in response to something like this is to offer to do a quote for their needs. That's a pretty solid clue you're putting right in front of them that what they're asking isn't a favor - like helping them pack stuff up while moving for a brewski or two - it's a value proposition.

Also frame the conversation in terms of what time you have available, and what that time is worth. Don't be accomodating or friendly about what they're asking. Remember, it's business. If you want them to recognize that it's a business affair, make sure they see you treating it like one.

If you're forthright about the notion that your time costs money - even to them - and they still don't get the hint, then be blunt. If they don't understand the difference between web development/design for hobby and for money, spell it out. And if they can't stomach that, be straightforward with a polite refusal.

If they protest that their 12 year old nephew can do this stuff and you're feeling snarky, then suggest they take their business to him. Offer to follow up on their satisfaction with the product six months down the road.

Answer 6

Here are some things I've learned over the years from dealing with these "friendly requests"

The first thing is that many people don't understand what we do and that just because we work with computers doesn't mean we can do everything. Most do not understand what is the difference between programming to design work, or between a design-centric site and a code-centric site.

I usually provide the example of the Coca Cola site (or any other name brand PR-centered site that is heavy on flash) versus a website that is centered around functionality (like their online banking experience). I explain to them that functionally-intensive sites are created by developers, while pretty PR sites are generated by ad people and graphic designers, just like ads in the paper or newspaper commercial. I've found that most people want something that is aesthetic rather than functional (because "they want to get on the web"). I do not personally have the skill or the time for it. At a minimum, this will indicate to them that they may want a professional designer. I think this is critical because over the years people have become pickier about the experience they expect from website. 10 years ago, something from Microsoft Frontpage looked good enough.

The second thing is that people don't seem to understand is that a web presence isn't going to necessarily earn them more money. If they're a neighborhood bar or a small mom-and-pop shop, they can at best get the benefit of a "yellow pages" presence with some extra (e.g., online menus, coupons, etc.).

Third, they may want to consider skipping the web presence at all and using social networking tools. Again, I've met folks who don't really understand the difference. Being on the web doesn't mean you're on Twitter (even though twitter is always shown on CNN).

Fourth, there is such a concept as copyrights. You can't just use fonts, images, scripts and things that are not in the public domain, and you may have to pay extra.

Answer 7

Seriously, I just tell people they cant afford me. Conversation usually ends right there.

Answer 8

I've lost count of the number of times I've been approached by an aquaintance with an idea, or product, who believes that somehow, if they have a website, that in itself will translate into hard dirty cash.

What they may need from you is the guidance that their idea/product should stand up independently, and have the potential to convert into sales (whatever "sales" may be in their case).

It's entirely possible that the quickest and best route for many would be to get on eBay, or their domain equivalent, and sink or swim based on the conversion in the wild, and then consider upgrading to a bigger solution: website, viral marketing, social network stuff, as and when there is merit for that.