The Dreadful Client - EP06

The struggle is real.  One of the worst things that could happen in a project is to have a dreadful, difficult and stubborn client. This is a situation you definitely don’t want to be in and if you happen to be in this position it is better for you to always have a plan. The worst thing that could happen to anyone anywhere, because well, we live in a world full of different personalities, and of course: bad luck. Don’t blame yourself because you’re only trying to succeed in your career, make a name for yourself and grow your client list.

How to recognize one before it’s too late. 

1. No Credentials

This is a phantom/fake client. Is not exactly a difficult client and it could also not be one, but is definitely a red flag if you don’t establish some ground rules. Try to get all your client’s information as possible: phone number, address (of the project), email, etc. something that tells you this is a real person and wants to do real business. Engage him/her enough but not too much. If you’re unsure, you can establish a little contract just to be sure he’s honest.

1. Doesn’t know what he wants.

This may be the most typical one. This is the type of client that could go months and months with different proposals and may make you think you will never nail it. Sometimes this client will imply that you’re not doing a good job or you don’t ‘’get’’ him, but relax, this is not the case. The last thing you need is being depressed or concerned about your own abilities. When this happens, creating a Moodboard is key. It will save you lots of time figuring out a new design or colors. This tool can help your client untangle his thoughts and decide on a theme or style. You can also establish a number of changes he’s allowed before charging extra. No one wants to pay extra for something that may not be necessary, and this may prompt him to make an effort and work with you.

1. Mr. & Mrs. Perfect

Everything needs to be perfect, from shapes, to colors to textures, to the last detail of your final images. If you’re in the construction phase, I’m talking about buying the exact sunglasses you represented in the rendering. Nothing needs to be crooked or slightly scratched. Not a millimeter less or more. Depending on your suppliers, this client is not impossible, you just have to be the police and verify every single piece of the project. Unfortunately, this is nothing you can fix, they’re just the way they are. The best thing you can do is BE THERE 100% of the time. The worst thing that could happen is them blaming you for allowing a catastrophe to happen. If this compromises your time and effort, arrange a supervision fee or designate someone doing that job. 

1. ‘’Way too expensive’’

For this client your work is so easy and you can make it in no time. In fact, he thinks that with an app everything should be fine. The real fact is that your work has value, and you invest time in it. Complaints about the bill are so normal nowadays, that people are starting to lower their cost so much just to stay happy with the client but not with ourselves. And let’s clarify something: your work may not be as hard or time consuming as the client says, but that doesn't mean that you haven’t spent years studying and learning about how to do all these things. Your time and effort will be charged as you may think is best. (And just to be sure, you can always compare with the regular costs a company would charge) In this situation, it is best to clarify from the beginning all possible charges and fees for your work. When setting up a budget, try to offer your work at a higher rate just to be able to negotiate and lower it down for you to end on your wished number. 

1. Fast and Furious.

Here, Time is no joke. This client demands so much for so little time. It’s the perfect formula to end up exhausted, frustrated and even angry because he will always require some changes. The time of delivery is very important to clarify at the beginning of the project. It’s always a better practice after a meeting to inform when the changes will be ready or schedule the next meeting to follow up. Some of these clients won’t be patient enough, and you can always negotiate. Don’t give in to all the time he says, and try to reach the middle point if this is the case.

I wish I could promise you a magic solution for every single case, but the reality is that every scenario is different and you’re going to have to handle it the best way you can possibly think of. This is my small but very important list I’ve figured out when dealing with the worst people:

1. Listen

Listen to all their concerns. People like to be heard and always wish for understandment. I’m not trying to defend anyone here, but everyone has a lot in their hands. Sometimes the design is not always accurate because it is our wishes instead of the client’s. 

1. Offer Solutions

Even with the worst clients, they rely on you. They hired you in the first place, so take advantage of that and try to give 110% to make your client happy with all of the solutions you can think of. Is better for the client to notice disposition in you.

1. Negotiate

It’s always better to come to an understanding instead of ending things badly with the client. In some cases, you won’t get any profits because of how bad things could go, but it’s better for your reputation to maintain your last drop of patience.

1. Terminate the project

My least favorite but definitely a reality. If you notice that it’s not worth all the trouble, and you keep losing time, money and patience, your client is not happy either and wants the same thing, it’s best to identify the moment you need to leave for the greater good. This doesn’t mean you’re bad at what you do, just that it was bigger than you could handle and that’s fine. Opportunities will not stop coming.