Managing Creative Customers to Prevent Spontaneous Project Combustion

Individuals naturally remember conversations differently based on their unique perspectives. When no visual documentation exists, clients often struggle to identify and communicate their wants and needs. A prototype provides a visual representation of a contract. When a specification change is missing from the prototype, it is also missing from the contractual agreement. Changes are tracked in project notes and mindmaps and brought to life in prototypes.

Client creativity should be nurtured and encouraged. When a client is brainstorming ideas, write them down. Subsequent project versions can include updates when a client's ideas conflict with a current project. Active listening prompts the client to feel secure and confident in his financial decisions with your company. 

It's critical to initially write your contract to contain predetermined milestones that allow the client to provide feedback at appropriate times. A quote reassessment, an updated prototype, and a new mindmap direct the client to make informed decisions. When a client repetitively messages you about change requests, it indicates that you are not on the same page. The developer should set up a meeting to build a new mindmap that reflects the client's wants and needs. Later project versions can often accommodate minor design changes without affecting current project momentum and performance. After acknowledging the client's unique goals, the existing prototype must be updated and approved by the client before delivering a project quote. 

When modifying the existing prototype, a developer must consider that altering a feature with dependencies might have far-reaching consequences. Major changes often cost more than the client expects. Sometimes seemingly simple changes require database changes, API changes, front-end modifications, and changes to other features. If the requested change dramatically impacts program functionality, the developer should assist the client in making informed decisions that reflect the additional cost and time. The new project quote should contain the cost of the work you have already done on the interrupted milestone. When approaching a new project quote, the developer should revisit the previous mindmap, noting project progress and providing the cost of reassessed project goals. A developer can often generate small, cost-effective goals from major specification requests. Instead of telling the client to spend more money, a developer should offer multiple options to the client. Multiple options help a client maintain creative control over their project and demonstrate a developer acknowledges mutual respect even though the client does not possess the same skills as the developer. 

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