Work integrity: The soloist’s dilemma

I’m in business for many reasons. One is to make myself happy, and another is to make others delighted. But what if, to make others happy, I have to compromise my work integrity?

I recently created a web design concept for my client. It was a simple, yet sophisticated design with one particular image taking centre stage. I loved it, and secretly felt it was my best design yet.

My client liked the principle. But she wanted two major changes to the design. Two changes which, in my professional opinion, would compromise the success of the design to achieve her website goals and my work integrity.

I explained my thought process, yet she was adamant I make the changes.

So I did. And I was horrified. I was even more horrified she was ecstatic with the design, promptly approving the go ahead of its development.

But should I have been?

It made me wonder, is she paying me for my professional opinion, and then making her own deciding judgment? If she’s paying me well and is in love with her website, should I even care?

Or should I point blank refuse to compromise the design, maintaining the integrity of my work but angering my client, potentially severing a prosperous relationship and loads of referrals?

Who is this actually about?

One thing I do know is I will not associate my business with this design.

Selfishly, I am disappointed that I can’t add this design to my portfolio. I’m emotionally tied to my designs, and I’m proud of what I produce. I do not want others, particularly potential clients, thinking this design is mine. I feel it would tarnish my reputation.

I know my emotions have dangerously entered the equation; I’m not sure you can prevent this in a creative and subjective industry. It’s the emotion that makes our work so rich.

I can now empathise with chefs whose diners ask for changes to their meal. Before this situation, my response was ‘The client is the paying party, so if they want tomato sauce in their lobster bisque, get cracking’.

Now, I’m not so sure.

So, tell me. What do you do if your client asks you to smother your masterpiece in tomato sauce? What value do you place on work integrity?

Amanda Gonzalez designs and copywrites simple, effective websites for small businesses - without the fluff or jargon.

23 Oct 09

Print this item

14 comments | Add your own 1 2 3 | Next» View all»

At the end of the day, customer satisfaction is your ultimate reward. A nice item for your portfolio is secondary. They are not asking you to do anything morally or ethically questionable.
You have the right, actually the obligation, of giving them the benefit of your expertise. But at the end of the day, it's their choice to avail themselves of that or not, and then it becomes your choice (or possibly contractual obligation) to either accept that or walk away.
Walking away in the case you've described above is acting a bit precious, IMO. Not especially professional. Sorry to be blunt.
At the end of the day, you've got to ask yourself if this is a win-win scenario. The minimal win for you is getting paid and a reasonably happy customer. You have to ask yourself if, at the end of the day, will the customer be happy they hired me, or regret they ever met me? Evan from Melbourne, Australia
Nice post Amanda. This is an issue we all face, from time to time. I always deal with it as you have. I advise the client, based on my professional experience. If they can't be talked around, I bow to their wishes. Usually, the result is poorer quality. But not always, I'm sure. Don't tell anyone, but I'm not always right. Shhh.
I agree with Evan; walking away would have been a little precious. Luckily, though, you didn't. Instead, you did the professional thing.
Having said that, I think your TEMPTATION to walk away shows great passion and commitment to outcome. There's a big difference between feeling like walking away and actually doing it. Your client should feel doubly happy with you. Happy that you produced a result that she likes, and happy that you were so into it that you felt emotional. Glenn Murray from Bateau Bay
Evan: thank you for taking the time to share your thoughts. You're right, I certainly wasn't asked to compromise my morals or ethics, but I did feel the client was making a costly mistake.
Glenn: thank you for your lovely words. You're quite the wordsmith. I did feel I handled the situation professionally, yet temptation wouldn't be temptation if it weren't so tempting! Amanda Gonzalez from Coogee, New South Wales | Read my articles
Evan & Glenn are on the money.
Something else to consider - if you are looking to have the design used as a portfolio item, you could turn the engagement into a case study of some sort. This case study could show the evolution of the design (not the fact that you hated the final outcome!), and could give you an opportunity to continue promoting your work, whilst also showing the design that you like the most.
So, the case study could be about the spectacularly happy customer, and that we started with design X (which had all these benefits...), and then we made modifications to the design because the customer had some specific goals in mind (glossing over the fact that you disagree with them). The case study shows that you're willing to work with the customer and ultimately support their decision, shows that the drafts you provide along the way are awesome, and that the customer is happy enough to be a case study / testimonial.
Other prospective clients may also love the final design, even though you disagree with it.
Remember, just because 9 out of 10 people disagree with you - it doesn't mean you're wrong! Greg Pritchard from Sydney, Australia | Read my articles
Good article.
I’ve often struggled with this issue myself. But as the years pass by, I’ve come to learn that the best thing to do is to give the client what they’re most happy with at the time they’re engaging your service.
I will certainly make them aware if I don’t think their choice is the optimal one but at the end of the day, THEY are PAYING ME for a service and if they are happy with the outcome (after being made aware of any potential consequences), then it’s a successful engagement.
You’ve got to put yourself in the customers shoes. If you were paying for a service and the valid outcome you’ve chosen doesn’t happen to be your suppliers favourite and then they consequently terminate your engagement, I wouldn’t think you’d be too impressed. Glenn’s comment is spot on: “There's a big difference between feeling like walking away and actually doing it. Your client should feel doubly happy with you. Happy that you produced a result that she likes, and happy that you were so into it that you felt emotional.” Paul J. Morris from Sydney, Australia | Read my articles
Commenting on Greg's post - I agree with the case-study, white paper concept. I don't agree with glossing over your discomfort with the outcome.
I think it's important, and a plus, that you are able to demonstate your ability to give the client what they are happy with, even when it's not what you would have chosen. Denise Maffey from CA Kumeu NZ

14 comments | Add your own 1 2 3 | Next» View all»

Add Your comments

Preview comment

Name

Website *

Town / city and country

Email (never sold, displayed or given away)

* This will link your name to your site. So please avoid self promotion elsewhere! We delete spam, disrespectful or off-topic comments.