Why good client management matters (more than you think)
Here’s the thing: brilliant design alone won’t carry a project. Clients don’t just buy your creative work—they buy the experience of working with you.
In fact, according to HubSpot, 60% of agency-client relationships fail because of misaligned expectations. Not bad design. Not weak branding. Expectations.
That’s why design project management is so crucial. It builds trust, avoids awkward conversations, and stops projects from spiralling into all-nighters. When you manage clients well, your team stays sane, your projects stay on track, and your clients stick around for the long haul.
6. Keep checking in (even when it feels silly)
Even a 15-minute catch-up call can stop things slipping through the cracks. Projects have a habit of falling off the radar and then reappearing at the worst possible moment. Regular check-ins make sure nothing sneaks up to bite you on the arse later.
7. Look ahead and spot trouble early
If your client is already slipping on deadlines, don’t wait for it to explode. Scan the schedule a few weeks out and flag where problems might hit. Having that conversation early shows you’re proactive and keeps projects on track without last-minute panic.
8. Talk about extra fees before doing extra work
This one’s a biggie: don’t do the work and then talk about the money. If extra amends or new requests come in, raise the costs upfront. It’s so much easier to have that conversation before your team has burned hours you can’t bill for.
9. Trust your eye (even if you’re not the designer)
You may not be the creative director, but you know your client and you know the brief. If something doesn’t feel right—say so. You’ll often catch things early that save rounds of wasted amends later.
10. Chase the results (even if it feels awkward)
I’ll admit, this is the one I struggle with. Clients are busy, and asking for campaign results or testimonials can feel like pestering. But it’s worth it: you’ll learn what worked, you’ll have proof to showcase your successes, and it often opens the door to the next project.
1. Be crystal clear on boundaries
Before a project even kicks off, set the rules. Scope, budget, number of amends, working hours—it all needs to be in black and white. Put it in your project plan and stick to it. Boundaries protect your team and stop scope creep before it starts.
2. Put yourself in their shoes
Not all clients are seasoned project managers. They might forget to mention they’re on holiday for two weeks in the middle of your carefully plotted schedule. Or that gathering feedback from their board takes longer than expected. Ask the questions they don’t know to ask. You’ll save yourself headaches later.
3. Flexibility is your superpower
I’ve yet to work on a project where the schedule stayed the same from day one to delivery. Things will change. So be ready to shuffle dates, adjust plans, and pull in backup help when needed. Flexibility builds trust—it shows you can adapt without losing sight of the deadline.
4. Step back and see the bigger picture
Your main contact might just be handling one slice of a much larger campaign. If you only ever see their bit, you’ll miss the bigger context. Ask to meet the wider team. Often, you’ll uncover ways you can add more value—or at least understand where the pressure points are.
5. Don’t take it personally
This one is a lifesaver. Sometimes clients deliver harsh feedback or suddenly change direction. Nine times out of ten, it’s not really about you—it’s about them battling fires internally. Don’t absorb the frustration. Stay professional and focus on how you can help.
At the end of the day, client management is about more than process—it’s about people. Projects will shift, feedback will sting, and deadlines will wobble. But with the right mix of empathy, structure, and communication, you can keep projects on track and clients happy.
And happy clients? They come back.
Want to put these strategies into practice on your next project? Our team at Yarn loves nothing more than bringing design ideas to life while keeping projects stress-free. Get in touch today and let’s make your next project run smoothly.