Keeping clients happy and yourself employed.

We were recently provided with a lengthy email from an outsourced technology group that very thoroughly explained why they could not “do” what we had proposed in the design. There was nothing about our design that we couldn’t have built ourself actually, but since they were the developers chosen by our client, we had to grin and bare it.

Technology advances. Designers find new inspiration mid-way through a project. Stuff happens. And usually these re-directions, make for a petter product (and happier client) in the end. So good developers, printers, photographers, or other creative industry vendors should anticipate things like scope creep and client add-ons. Its doesn’t have to be open ended, just a little more forgiving. 

Taking a little extra time to troubleshoot a bug, or crank out an extra page template, or extend a design to an additional piece of stationery, buys a lot of good will. Take printers for example. An extra 100 business cards, hand delivery, a suggestion on how to save a few bucks… These small gestures don’t cost much but pay off in spades. When a client sees you as their champion you make them a fan.

The bottom line is that graphic design, advertising, web development and the like are service industries. Doing great work is important of course, but great work what is expected of us. When we exceed the expectations and deliver just that little bit extra, they are more likely to hire you again, bring you more work, or pass your name along.

A dot-com launch like they used to do em..

Well Sherman, set the way-back machine for 1996…

Back in the day, dot-coms used to blow a lot of VC dough on crazy parties. DJ’s, Ice Scuptures, GoGo Dancers, and so on. And until last Thursday night, it had been ten years since I’d even heard of anyone willing to launch a site under any fanfare at all. Enter Driverside.com. Not only did they bring the old launch-party-magic back, they did it surrounded by a few million bucks worth of exotic cars.

How they got Benteley SF to provide the venue I have no idea. And I probably don’t want to know. I rolled up in my 2003 Jetta Wagon (complete with Gym bag on the passenger seat), a valet stepped up, gave what I think was a ironic smile and drove off. Walking into the Bentley showroom I was greeted by a few very nice young ladies holding clipboards, doing what they could to refuse entry to riff-raff – but since my name was on the list, they let me in anyway. Next it was a tray of Grey Goose Peartinis. Which Robert and I each drank, but with as much manliness as we could. After all, the alternative was a Cosmo. And we just weren’t going down that road.

What would be going down the road eventually was on of the many Lamborghini’s they had in the showroom. An already sold bright yellow Murcielago. – a bargain at over $350k. Next to that was a chartreuse Lambo, one in Silver and several very very nice Bentleys. It’s an interesting experience to drink alcohol around a dozen cars that each cost as much a small home in Portland.

The DriverSide gang gave a great thank-you speech and were nice enough to mention Plumbline’s work in designing the architecture and UI/UX for the site. It was quite an event. It came compete with top-tier catering served to some of who I am sure represent the SF Social Elite (though I would never be able to pick them out of the crowd)… There was even an ice sculpture.

DriverSide Launch Party

Old clients become new clients.

There are few things that satisfy our collective design egos as well as the return of a former client. When an individual leaves his our her previous employer – our original client – they tend to bring us along with them. It does us good to know that not only did we deliver for them on the original gig, but we did so well that they want us to help them look good with their new boss.

When Kristi left American Golf she took us with her to Prestige Homes.
Jad took us from Compare Net to Peet’s and now to DriverSide.com.
And Jed brought us with him when he became a partner at DFJGotham.

But it’s even more exciting when years later, the original company comes back for more. Clients like Academy Studios, Premiercru.net, and the Ann Getty House Collection. All of whom have re-hired us once again help build their brands. Though our creative solutions were on target and we delivered on their expectations, we believe the reason they call us back has more to do with who we are that it does with what we do.