6 Communication Strategies for Handling Client Requests Against Design Best Practices
Navigating client requests that conflict with design best practices can be a challenging aspect of any project. This article delves into effective communication strategies to address these situations, drawing on insights from industry experts. Discover six key approaches that can help maintain design integrity while ensuring client satisfaction.
- Communicate Design Standards with Multilevel Approach
- Frame Issues as Future Insurance Liability
- Demonstrate Design Principles Through Visual Comparisons
- Present Alternative Solutions with Transparency
- Uncover Actual Needs Through Targeted Questions
- Use Analogies to Explain Design Choices
Communicate Design Standards with Multilevel Approach
I have encountered this kind of situation regularly in my day-to-day work as a Software Solution Architect in the SAP domain. It happens on a regular basis that our customers have requirements that cannot be solved without violating the standards of the software. Fortunately, SAP software is standard software, so I can rely on a vast documentation base from the software vendor. I usually go with a multi-level communication approach:
1. When a requirement is technically feasible but would result in an off-pattern design, I will try to ask questions to better understand the underlying motives for the requirement. From there, I can see if I can work together with the business to achieve the same or even better result. In about 80% of cases, this approach works, and I see this consulting work as a main (and enjoyable) part of my job.
2. If the requirement can only be realized with significant technical debt or the client does not agree to an alternative solution approach, I will usually refer the client to the SAP standard software documentation. Additionally, I'll highlight the long-term issues that may arise from realizing the requirement in the desired way as well as possible side effects. I have found my approach to be effective if I make my case up to three times.
3. If the client still doesn't see my point of view, I will go with the least painful solution approach and try to achieve the best possible result under the circumstances. It's very unusual that I have to implement the requirement in the way originally desired, and I see it as my duty to avoid such a situation. However, if it happens, I make sure to have proper documentation of the business background for the quirky design.
Frame Issues as Future Insurance Liability
It is truly inspiring to see clients with a clear vision for their projects, and it requires tremendous effort and clear communication to align that vision with safety and long-term stability. My approach to "client requests that violate good practice" is a lot like being asked to install undersized wiring for a huge load. The "radical approach" was a simple, human one.
The process I had to completely reimagine was assuming the client's priority was cost savings. My biggest misconception was that arguing the code would win. I realized that a good tradesman solves a problem and makes a business run smoother by demonstrating the failure consequence of the bad design, not just the code violation. The biggest risk is installing a system that meets a short-term need but inevitably leads to a high-cost failure or, worse, a safety hazard.
The one communication strategy that helps navigate these difficult conversations is framing the problem as a future insurance liability. When a client asks for a modification that compromises the design, I don't say, "That's against the standard." I say, "I can install this for you, but it will create a known, unmitigated fault that will likely void your property insurance or fail the final safety inspection. We need to focus on what will guarantee the long-term safety and resale value of your asset." This commitment to protecting their investment's value proves that future reliability is the true premium commodity.
My advice for others is to always elevate the conversation from personal preference to long-term risk management. A job done right is a job you don't have to go back to. Don't focus on the difference in the blueprint's symbols; focus on the universal need for guaranteed compliance and stability that protects their financial and physical safety. That's the most effective way to "ensure the system is built to last" and maintain trust.
Demonstrate Design Principles Through Visual Comparisons
As a creative director for an animated book video service, I often work with authors and content creators who are very passionate about the stories they want to visually present. They sometimes come in with very specific ideas, like wanting every single line of text on screen at once or adding too many visual elements because they don't want anything left out. Of course, every intention is always good. I'm fully aware that they want their story to shine. And I always tell them that the result could go against good design practices and actually distract the viewer. But I won't say a blatant "that wouldn't work."
I try to show the difference first. Then I'll put together a quick mock-up of their version and another one based on stronger design principles. Seeing the two side by side usually makes the choice clear without me having to argue.
I also maintain a collaborative tone. I use phrases like "here's how we could make this even clearer" or "this option might help the audience focus better" quite a lot. It turns the conversation from a flat-out no into problem-solving together. All of this I do just to make clients feel respected and included, and they start to trust your expertise more because you've demonstrated it instead of just insisting on it.
Present Alternative Solutions with Transparency
When clients request design elements that contradict best practices, I find that transparency is the most effective approach. I explain my concerns professionally while presenting alternative solutions that would better achieve their business goals. This strategy stems from my practice of maintaining open communication throughout projects, addressing challenges immediately with proposed solutions rather than simply saying "no." Regular check-in meetings also provide opportunities to realign expectations and ensure we're working toward the same goals.
Uncover Actual Needs Through Targeted Questions
When clients request solutions that contradict good design practices, I find it valuable to ask targeted questions about their business bottlenecks to uncover their actual needs. In one instance, a client requested customer follow-up automation, but through our discussion about their challenges, we discovered their real issue was unclear messaging. This approach allows us to redirect the conversation toward solutions that genuinely address their business problems rather than implementing requested features that might not serve their ultimate goals.
Use Analogies to Explain Design Choices
When a client requests something that goes against good design practices, I handle it by first acknowledging their vision and explaining the reasoning behind my design choices in a clear and respectful way. I aim to educate them on how certain design principles, such as user experience, readability, or accessibility, ultimately serve their goals, even if it's not what they originally envisioned.
One communication strategy that works well is using analogies. For example, if a client wants a cluttered layout, I might compare it to overcrowding a room with furniture—it might look good initially, but it'll make the space feel cramped and less functional in the long run. This helps them understand that design isn't just about aesthetics but about functionality and long-term impact. By framing it this way, it encourages collaboration and helps the client feel more involved in the decision-making process.
