How to screen potential web design clients

I recently obtained my TSA Precheck status and have been excited to go through the short line at the airport. On two recent flights out of Seattle, I’ve noticed how completely inefficient the screening process is at my local airport. Assigned bins are dispensed, you are told where you can stand, people are yelling at you. It’s unfriendly chaos. I get through the line faster than normal screening, but my “customer experience” is awful. I understand how important it is to screen people for them, but they could use some training in the process.

Last year, I enrolled in WP Elevation. I plan to do a full post about that experience soon, but today I just want mention there was great training on screening potential clients that gives both you and them a great experience.

Here are a few things I now do to screen my clients:

Phone calls:

Don’t answer the phone for numbers you don’t know. This sounds wrong, doesn’t it? After all, we want to appear responsive and answer the phone. But odds are pretty good that it’s a tire kicker on the other end. Instead, let them leave a message so you have info and can be more prepared when you call them back. Your time is your most important commodity. Protect it.

If you do answer, let them tell you a bit about what they need and say you have something pressing you must get to and you’d like to either:

• Email them a link to schedule a 15 minute call to continue the conversation, or
• Email them an online form to fill out so you can learn more about their needs

Anyone that is really interested will respond positively. If they respond negatively, you know this could be trouble.

If it’s not a good fit out of the gate, tell them as soon as you can and offer them a name or a resource that might help them.

Online Inquiries:

I have two main contact forms for website visitors to fill out:

https://webcami.com/contact/ – General Inquiry Form

This is usually spam but if by chance it’s a real prospect, I email back to schedule a call. If it’s not a good match, I reply back and let them know, but also send the link for the 15 min call if they have a question.  Usually they don’t. If I know a colleague that might be better for them, I give them their contact info.

https://webcami.com/contact/website-project-application/  Project Application

This is the golden ticket!  From my WP Elevation training, I figured out that a discovery form from the get-go is the way to go.  No surprises later.  If there is any resistance in filling this out, if their answers are vague, if they have $10k in needs and a $1k budget, they aren’t making it through to the next step.

With all that I pass on, I try to give them either a name of someone that might be able to work with them, or tips on DIY resources.  My excuse is usually I don’t have time in my schedule or my pricing is outside of their budget , or, finally, I know someone better suited for their needs and here’s their info.  But, still,  I never leave them empty handed.

For those that are a yes, I reply that I think I can help with their needs and I’d like to send them a proposal in a few days.  And the key is that their project application helps me fill in the blanks of my standard proposal document.  I no longer spend hours on my proposals!

A referral from a friend or colleague:

Same rules as above but I make sure I respond instantly to the call or email (within business hours).  I respond quickly and mention how much I appreciate the referral from that colleague or friend.  In this case, I’m going to make sure this person reports back to the person that referred me that I responded quickly!

In the end, what does your gut say?  Did you hear “I need it yesterday!” or  “I started this site myself and I need someone to finish it” or  “I picked out a theme on ThemeForest and I need someone to fill it in” or “I’m a developer and I just don’t have time to do my own site” or “My website was built in 2003″…  If your stomach churns during your screening call or while reading your inquiry form entries, SAY NO!

RESOURCES:  Fast Company – Freelancers Give Advice On How To Screen Clients