Designer Scripts - Email templates for sticky client situations
Ever have to write a difficult email to a client?
Where you’re so frustrated, all you really wanna do is type a bunch of curse words and pound on your keyboard?
Let’s not do that.
I created this e-book/swipe file of email templates for situations where you just don’t know what to say… whether it be about a late payment, or you accidentally deleted the client’s entire website.
Because sometimes all you can string together when you’re stressed out is a stream of curses, and that’s not good for your business.
Unlike other swipe-files I’ve seen, this e-book is very simple. You won’t find flowery language that doesn’t fit with your brand (though you can add it if you want!). Instead, these emails are polite, yet to-the-point and designed to get your message across in a clear way without offending anyone.
And they said I’d never use my communication degree!
Included in this e-book are 24 problem situations, and 68 responses that you can copy + paste and tweak to send to your clients!
In this e-book, we’ll cover what to say when…
- A potential client thinks you’re too expensive
- A returning client is unhappy about your price increase
- A returning client wants something right away but you’re already booked
- A returning client wants to work with you again (but you don’t want to work with her)
- A client wants more revisions than outlined in the contract
- A client wants something not included in the contract
- A client asks to extend a timeline
- A client wants a service you don’t offer
- A client wants part of their site/branding/etc. to look “different” from the rest
- A client HATES everything you’ve sent them
- A client tries to tell you how to do your job
- A client insists on something and then hates it
- A client wants to be friends on Facebook (and you don’t)
- A client isn’t a good fit
- A client is rude to you
- A client threatens you
- A client goes MIA
- A client doesn’t want to make final payment (no explanation)
- A client tells you that they are unable to make final payment
- A client asks to cancel their contract
- A client asks for a refund
- A client doesn’t want you to show their project in your portfolio
- A client wants you to remove your credit in the footer of their site
- You make a mistake (did you think you were perfect?)
And with 68 responses, you’ll be able to choose whatever works best for your situation!
But wait, who the heck am I?
Hey! I’m Erin, and I’ve been making websites since 1999. I’ve been running my own design/development biz since 2012 and have run into my fair share of writing difficult emails. I found I was spending way too much time composing emails, so started keeping my own swipe-file so I wasn’t reinventing the wheel each time a client was late with a payment. As I began coaching new designers, I ended up composing emails for them too–putting my degree in communication to good use (finally!).
In mid-2014 I finally put it together that I should make an e-book of scripts for designers to use when dealing with difficult client situations, so I combined what I already had with requests from the design community, and this e-book was born!
I hope you find Designer Scripts useful!
Bonus!
As a bonus, I include links to my favorite resources for contracts (because having a killer contract is vital to standing your ground with difficult clients!), and include notes with tips along the way!
Oh, and because I HATE e-books that use an entire cartridge of ink on each page (making them impossible to print) I designed this e-book to be totally printable and use very little ink, for those of you who like having hard-copies around (you know who you are)!
What others are saying
This book has many excellent examples, is clear and direct with a simple copy and paste format.
Erin has a great sense of humor and a firm grasp of the frustrations web and graphic designers face with clients. My only complaint is just that I wish there were more to read! The ebook left me wanting to read more of what she had to say!
Every bit worth the purchase many times over. Thank you for such a great resource, Erin. Keep writing!
- Amanda, My Amanda Design
Purchased my copy yesterday and I have to say, this e-book is awesome. It makes things so much easier when I get stuck on what to say in my emails!
- Tiffany, Beautiful Dawn Designs
I’m not usually one to get stuck with words, but it’s daunting to try to find new language in the hopes of your desired results with difficult clients. Erin’s scripts made handling those less-than-fun client interactions a breeze and I’m so happy that she’s put this invaluable guide together!
Erin has allowed me to spend less time fretting over emails and more time on the important stuff: producing great work! Thanks, Erin!
- Bobbi, Ready to Blog
Hey Erin just bought my copy. I just used the MIA one for a client I hadn’t heard from in a month.. and guess what they actually replied! Woo hoo!
- Nicole, Picasso Media
In a world where things like Clients From Hell and the Sharp Suit project exist, this killer resource empowers designers to respond efficiently and appropriately to potentially *facepalm* situations with clients.
Erin’s scripts take all the guesswork and stress out of the balancing act between being warm and professional and not letting clients take advantage of you. This is a must-have for any freelance designer!
- Alle, Finding Eden Media
Erin’s Designer Scripts was such a great purchase. She takes the guesswork out of how to craft the perfect email to clients and presents various options, which are clear, direct and professional. This eBook is my new business bible and one that I treasure so dearly!
- Naomi, Naomi Chambers