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Clients Are People, Especially When Money Is Tight

November 24, 2009 · Jonathan EllisPosted July 16, 2026
Photo by Zeynep Sude Emek on Pexels

I want to write about something that has almost nothing to do with design and everything to do with the work: what happens to a person when the money gets tight.

Here is what I have watched these last two years. Fear does not make people unreasonable. Fear makes people careful, and careful looks like unreasonable from the outside. A client who suddenly wants three more revisions, who questions a line item they never questioned before, who goes quiet for a fortnight and then asks for everything at once, is not being difficult. They are frightened, and they are trying to control the one thing in front of them that still feels controllable.

That reframe changed how I work. When somebody pushes hard on a price, they are rarely saying the work is not worth it. They are usually saying I am scared, and I do not know how to say that out loud in a business meeting. So I stopped hearing the objection and started listening for the fear underneath it.

I have been putting real money into my own education for a few years now, and not only in software, but in how people actually decide things. It has turned out to matter more than I expected, because the software changes every eighteen months and people do not. Understanding how a frightened person makes a decision is a skill that will still matter in twenty years.

So the practice is simple, though it is not easy. Ask more questions before you quote. Say the hard thing early rather than late, because a surprise at the end of a project feels like a betrayal, while the very same news at the start is just information. And when a client cannot afford the whole thing, do not vanish, and do not discount yourself into quiet resentment. Say instead: here is the part that actually matters, let us do that one well, and come back for the rest when you are ready.

That is how a relationship survives a bad year. Not by being cheap, and not by being rigid, but by being the person who told them the truth when the truth was inconvenient. People remember who was straight with them when they had no money far longer than they remember who was cheap.

Clients are people. It looks obvious written down, and yet almost everything that goes wrong between a designer and a client goes wrong because somebody forgot it. Especially now. Especially when the money is tight.

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