Every client is an idiot, and they're all special idiots and idiotic in their own ways.
What helps me the most when communicating with clients is to end the email with a prompt for them...
"
[list of stuff I need, etc]
Let me know when you think you can put these materials together so that I can get started.
Thanks!
- Jimbo"
Or
"[list of stuff]
Take a look at the list above and let me know if you have any questions.
Thanks!
- Booboo"
I usually try to put the honus of responsibility on
them, mostly just with subtle wording. Like you showed, I'll put a list of points/requirements/questions, and then usually wrap it up with something that implies "I can't work unless you do these things," but in a nice way. I usually don't try to use insider phrases like "handoff," "launch," or anything, because you've got to figure this may be the first process for a website, and they don't know that materials get handed off, and then I work on it, and then connect back with them, etc. Saying, "We need to arrange handover to get your site uploaded!" won't make a lot of sense to people who don't know what those words mean in that context. They may know what "handover" and "uploaded" means in another context, but maybe not the context of their website.
I have a few rules when it comes to working, but one of them is to remind myself that the people I'm talking to
don't do what I do for a living, and it's something I have to really constantly tell myself when communicating because it's easy to fall back on assumptions that someone knows something that you might take for granted as a developer. I know that when I'm working with service in some other sector, I get frustrated when somebody seems to assume that I should know something... Like last week I was setting up car insurance for our new car, and my insurance agent sent me an email using a bunch of acronyms that I had no idea what they mean... "Send the PW and RMV1 over to me and I can process them monday!" was somwthing she said to me, and ... I was frustrated because, fuck it, I don't know what a PW or RMV1 is (to me, PW means 'password' but to her, it meant 'paperwork.'), and I wanted to say to her "Listen, Charlene, pretend that I don't work in the insurance industry every day, ok?"
So one of my rules of working is just to remind myself that the client doesn't do this every day... THey don't know what's involved, and they're usually focused on running their business, while their website is one aspect of something that they just want to "get done." Of course, at some point, it gets frustrating to continually not get what you need to do a job, so the best way is to keep following up... I usually send friendly prompts and list out what I need again.
"Hey Gary,
I'm looking forward to starting work on this web project. When you have a chance can you review these items below and get back to me? Once I have this information I can get things moving:
1...
2..
3..
Let me know if you have any questions or if I can help answer those for you.
Thanks!
Bobo"
If the client says something like, "I dont know what you're talking about whatever" then I might consider dropping them, because they may not really care about their website. To me, it's like if I was having an addition put onto my house and the builder was trying to ask me if I wanted a bathroom or a kitchen addition, and I just said like, "oh I dunno just do whatever," that would be a red flag for the builder. Likewise, if a client isn't invested in their site, then they might not be right. And as long as you communicate that you can't get started working without X,Y,Z information, then the responsibility is on them to get that info to you.
Two days for them to respond isn't bad though. In my experience, most business owners might set aside a particular day of the week to worry about things like "the website." And so they may get your email, see it's a long list, and say "Eh, I'll look at that on Thursday..." and then Thursday comes along and they don't really reply until Friday at 4:48PM, 10 mins before they go home, and they don't give you all of the information you need and so you're left asking more questions. THis is common and the best approach is just to follow up... "Thanks for this info Bob, it should help move things along. Unfortunately I'll still need A, B, and C... LEt me know if I can help pull that together with you. Thanks!"
But, ultimately, communicating is one of the biggest challenges in any job.
In my post I mentioned "I have a couple rules of working," and while one of them is reminding myself that the client doesn't do my job, the second one is a simple saying... "Do what you say you will do." If you follow that rule, you'll build credibility with your clients. It's really easy to say "Hey Pat, I'll work on this task this weekend and will have it finished soon!" and then you don't really work on it, and then it's a week later...... and you just kinda push it off. Or the client asks for an update and you say "Planning to have it all finished on Monday!" and Monday is coming up and you know it's not really finished... The best approach is just "Do what you say you will do." If you say you're going to do something, do it, if you aren't going to do something, don't say you're going to. It's okay
not to do something as long as you don't say you're going to do it. It's a surprisingly hard rule to follow, and at times it can be really easy to want to allay someone's concerns and tell them something that you don't really think you can do, and get them off your back... But it's far better to follow the rule in the long run. And, if you say you're going to do something, and you realize you can't, there's no harm in telling them... Most people don't mind delays as long as you're up front about it.
Also I'd keep everything in email. Don't text them. Keep a written email record in one or two email threads, it makes it much much easier to reference later.
For Pay though... fuck em. Send em an invoice when the work is done. A lot of people respond to something when you're asking for money. Send them the invoice due in 30 days, if they don't reply within a couple of weeks, follow up with, "Hey John, just following up to see if you received this invoice. No rush, it's not due for another couple weeks but just wanted to make sure there weren't any problems. Thanks! -Barry." If it hits 30 days, depending on the client, is when your tone changes. If it's a client you like, be friendly and say, "Hi John, have you had a chance to process this invoice? It's overdue, but let me know if there are any issues." And then the next one, "HI John, this invoice is overdue by 15 days. Please let me know when you've processed it. Thanks, Barry." If it goes longer than that just stay persistent on a regular cadence. I had one client not pay for about a year, and I basically gave up except I sent an automated invoice email to them every two weeks. I figured I'd never be paid and had mostly written it as a loss, it wasn't a lot of work, but it was annoying to have it hanging out there. Eventually they randomly paid me, but the issue was that they were basically about to declare bankruptcy.... Of course, when they did pay me the owner sent me this emaila bout how she wanted to totally redesign the site soon, etc., and I was just like "oh..... sure... good luck" to myself.