courtesy of dictionary.com

geek Slang.
–noun
1. a peculiar or otherwise dislikable person, esp. one who is perceived to be overly intellectual.
2. a computer expert or enthusiast (a term of pride as self-reference, but often considered offensive when used by outsiders.)
3. a carnival performer who performs sensationally morbid or disgusting acts, as biting off the head of a live chicken.

You know – forget the Jedi,

We need a carnival performer who bites the heads off live chicken at the gate! Maybe we should have included that in the craig’s list description for office manager.

I prefer geek personally. Nerd is more of a social skill impediment.

Shane: [with a small wave of his hand] You don’t need to see his portfolio.

Prospect: We don’t need to see his portfolio.

Shane: These aren’t the contractors you’re looking for.

Prospect: These aren’t the contractors we’re looking for.

Shane: He can go about his business.

Prospect: You can go about your business.

Shane: Move along.

Prospect: Move along… move along.

Jedi – Dragon – Whatever you call it – I really like it when we win and when we make money and make a difference. If I can’t see how that happens, well then … move along.

=)

It shows that you are willing to go the extra mile, but it’s not free.

Having Shane be the guard at the gate is a great thing. The more value you place on your business, the more they will value you.

Boundaries are essential. I think you two are doing great and definitely heading down the right road.

I think that the answer was in your post — in that it is completely in the delivery, listening to them and how you respond to clients. Interpersonal skills plays a big part in this, and if you see projects as adversarial rather than a team effort, then you will get adversaries!

I think a lot of Freelancers make the mistake of thinking that clients should be grateful for our sheer brilliance and will put up with attitude. Even though a little ego never hurts the creative types, I actually disagree with this and think it can damage projects. I also think that those who last in this business do have to learn about customer service, teamwork and project management.

Listening to the client is one of the best skills you can learn. One thing I am good at is extracting what they are saying, getting a sense for who they are and what they like, and generally manage to deliver concepts in the first go. Of course, we then work back and forth to get things exactly right, but the key is about listening – and making them feel like you are listening to them, and that they are paying a professional to act in their interests!

Trust is so important, and you can build that trust by listening and delivering what you promise. When you have that trust, when you say “it will cost more”, they will be willing to pay, because they TRUST you.

Seems that Shane has this sussed as well – and its great that you have someone that can draw that line in the sand for you. I am taking Jason on as a partner soon, mostly because he is good at that as well.

Its a tough balance, but I am getting there!

Truthfully, Shane is the expert at drawing that line on our team. As one contractor once said of him, he has a Dragon guarding at his gate.

I’ve often had the privilege of observing this fascinating process…

The client is reviewing comps with us on the phone. The client starts to talk about a whole other rev. My stomach flips and I want to scream ‘Nooooooooooo!’ But shane simply says ‘Ok’ with a delightful tone of voice.

After the client has expressed all their desires, Shane, having actively listened and taken part in indulging in the client’s fantasies, kindly informs the client that we are at the end of the budget for revisions and will have to work up some new numbers for the next rev.

The client now has 2 options:

1) Be happy that we listened and pay us to do more work.

2) Be impressed that we stood our ground and cease new work. In this case, we are setting an expectation for work further down the line. If the client knows that we are not going to cave, then they will be better prepared next time and we will all maintain a positive relationship.

The big issue is that sometimes the client will be willing to pay more, but we didn’t schedule more time for them. What do you do when you thought a project would be done, and the next 4 projects are starting?

I suppose you have to tell the client that the next few revs will have to wait, but I can see that not working so well. hmmm.

I don’t have a problem with contracts — what I have a problem with is saying “no” or “thats fine but it will cost you”. I am a pushover when it comes to getting things right and revisions.

How do you draw that line in the sand when you are on your own, and want to provide them with good customer service, but not be a pushover at the same time?

Its hard huh!