When you’re in the design business, you’ll hear it all: “Can you make it pop?” or “I’m just not feeling it—can we try something else?” These are the words that keep designers up at night. Clients hold the purse strings, so they’re often considered the ultimate authority. But here’s the truth: the customer is almost always right… except when they’re not. Let’s dive into how you can strike that delicate balance between pleasing your clients and doing what’s actually best for the project.

Understanding Why Clients Aren’t Always Right

Clients bring unique perspectives to the table, but they’re not always design experts. They might see trends they love or have personal preferences that don’t align with their audience. The challenge is deciphering what they really mean versus what they say.

For example, I once had a client who insisted on using Comic Sans for their tech startup because it felt "friendly." They were dead serious. Did I oblige? Absolutely not. Instead, I pitched an alternative that captured the same friendly vibe without screaming, “1995 called and wants its font back.”

Key takeaway: Clients know their business, but you know design. Use that knowledge to guide decisions without bulldozing their input.

How to Tactfully Push Back

Pushing back doesn’t mean being dismissive. It’s about being strategic and empathetic. Here are a few techniques that work like a charm:

• Ask Why: When a client requests something offbeat, ask what they’re trying to achieve. For example, “What makes Comic Sans feel friendly to you?” (Spoiler: They often have no idea.)

• Educate Through Examples: Show them side-by-side comparisons or real-world case studies that highlight why their idea might not work and why yours does.

• Frame It as Collaboration: Phrases like “Let’s explore this together” or “What if we tried this approach?” keep the client feeling involved.

Pro Tip: Always give them options—ideally one that aligns with their request and another that’s your stronger recommendation. Nine times out of ten, they’ll pick the better one.

The Art of Compromise

Sometimes, the best solution isn’t your dream scenario but a middle ground. I call it the “85% Rule.” If the design meets 85% of the brief and avoids catastrophe (looking at you, Comic Sans), it’s usually good enough to ship. The key is knowing where to flex and where to stand firm.

Here’s a story: I worked on a project for a travel app where the client insisted on using bold, clashing colors. Instead of fighting the palette outright, I adjusted the hues slightly and paired them with neutral tones. The result? A vibrant design that still looked professional. They were thrilled, and so was I.

When to Put Your Foot Down

Sometimes, you have to say no. If a client’s request would damage the brand or result in a poor user experience, it’s your job to speak up. Think of it like being a doctor—sometimes, you have to tell patients what they don’t want to hear for their own good.

In one project for a fintech client, they wanted to bury critical information (like fees) deep in the app. I explained how this could break user trust and even lead to legal trouble. They listened, and we found a better solution. Clients respect you more when they see you as an expert willing to protect their brand.

Final Thoughts

Being a designer isn’t just about creating pretty visuals; it’s about problem-solving and communication. Clients come to you for your expertise, even if they don’t always realize it. The trick is balancing their vision with your skills to create something truly exceptional.

So the next time a client asks for something that makes your designer heart sink, take a breath. They’re almost always right—just not always in the way they think. Be their guide, not their servant, and you’ll build something you’re both proud of.

What’s your go-to tactic for managing tricky client requests? Share your stories—I promise, no Comic Sans allowed.