You might already have a recent clash in mind. As with any profession that deals directly with clients, it’s simply inevitable that friction will arise at some point. A problematic client is the last thing we want, because it can cause a once-promising project to fall apart, result in a horrible experience for everyone involved, or even damage your reputation as a designer. Given that, it’s crucial to have some tools in your belt that will help you to defuse tensions and move forward with these clients, if it’s meant to be. Let's look at some types of difficult clients and essential tips that will help you the next time you encounter such a case.
Disgruntled Clients
Disgruntled clients can range from disappointed to combative. It’s likely that their energy stems from a fear of losing control over their time, finances or control in general. Or perhaps there has been a misunderstanding about your services and they feel dissatisfied or even cheated. If a client has a reasonable complaint and respectful approach, they’re not included in this category.
HOW TO DEAL:
Take a deep breath, don’t take it personally or get defensive, and let them express their grievances in full to understand the root of their concern (unless they become outright aggressive). It’s better to resolve issues over the phone or in person than by email. Despite the saying that “the customer is always right”, you don’t necessarily have to agree with them. Be assertive, but do proceed constructively, it’s important to really listen and acknowledge their sentiments so they feel you care. Show you understand by saying “I’m hearing that you are concerned about X. Is that correct?” Don’t make promises you can’t keep, but offer a solution if at all possible. You may tell them you need 2-3 days to work out a solution that they’ll be happy with. If they continue to protest, it may be necessary to reiterate the limitations and part ways once you’ve followed through on your end.
Overly Demanding Clients
These clients may not realize or respect the time and resources involved in satisfying their numerous requests. This could mean them asking for one revision after another or for accommodations that aren’t included in your agreed scope of work, or having unrealistic budget or timeline expectations.
HOW TO DEAL:
Much of this can be prevented by being meticulous from the very beginning about the terms of agreement. This means detailing every step of every phase of the project, specifying the scope of work as well as responsibilities. That way, when the client comes to you with an exorbitant demand, you can kindly remind them that this is not included in your agreement (and be able to show them these terms in the paperwork they signed if it comes down to it). However, you should always try to accommodate clients’ requests if possible. You want a reputation for going above and beyond for your clients, but you also need to be compensated fairly. So, if you can, tell them, “Yes! We can absolutely do that for you. That service will come at a surcharge of X amount."
Know-It-All Clients
Despite hiring you for your expertise, we can occasionally come across clients who feel compelled to finish your sentences or outright explain to you how to do your job. For whatever reason, they may be under the impression that you are unqualified or inexperienced, or perhaps they just enjoy an audience to flaunt their knowledge.
HOW TO DEAL:
In any case, it’s not worth getting into a battle of egos. Stay patient and cordial, and don’t let them wear you out. It’s important to get your word in so you can be thorough in walking them through your own professional process. Use sentences that begin with “Our design firm…” because it instantly neutralizes the relevance of how they or other firms do things. You can refer to your portfolio and respond with “In all my years of experience in…” to reaffirm your position. At the end of the day, the client has to decide whether they want to trust you with their project or not, so let them know how you work and see if you’re a good fit for each other.
Uncommunicative Clients
Getting to know your client (and vice versa) is essential to avoid surprises of any kind when you are further along in the project. Clients who have difficulty expressing their wants or needs make it hard to help them effectively. Uncommunicative clients also might take too long to respond and cause delays in the timeline.
HOW TO DEAL:
When it comes to people of few words, it’s important to take those words seriously. But in order to gather enough information to carry out a successful project for them, you’ll need to start with a very detailed intake questionnaire. If their answers are vague or incomplete, print it out and go over it with them in person to fill in the gaps you need. If they say things like “You’re the expert, you decide,” they’re probably not clear on what they want. So propose an option or direction, but always get the client’s approval before moving forward. As part of the onboarding process, be explicit about the commitments needed from the client in order for you to be able to stick to the timeline. Your contract should include terms that protect your company from negligence on their part. Finally, send friendly reminders leading up to things like meetings and payment deadlines.
Prevention and Damage Control
Issues can easily arise that aren’t your fault, but you can still learn from these experiences. For example, your process or contract may have been crystal clear and gone smoothly with other clients, but you may find that there are certain steps or clauses that are worth fine-tuning and emphasizing more with future clients - just in case - so that expectations are clear from the get-go.
You can improve client relationships by avoiding impersonal templates in email communication and responding in a timely manner. Make sure your team is trained and equipped to handle these kinds of clients, as well. And if you do end up with a negative comment that could tarnish your name, be sure to respond publicly with a polite explanation so that prospective clients can see your attentiveness and your side of the story.
Finally, since dissatisfied clients are more likely to take the initiative to leave a review, always ask your happy clients to write positive reviews in order to bolster your company’s reputation. Fortunately, there are plenty of people who notice and appreciate quality customer service, so do everything you can and don't let difficult customers get you down.
xx, Danae
