Almost every designer has had an encounter with a “difficult” client and let’s face it; humans are difficult to please at all times. But at the end of the day, we are all humans and we need to manage each other exigencies. So if you are a creative, you will face different kind of people. It’s necessary to learn managing difficult design clients.
The World Economic Forum noted that People Management, Emotional Intelligence and Coordinating with others are three of the ten top soft skills needed in the next decade. In simpler terms, to be a relevant designer in the nearest future you must not just learn how to handle or manage difficult design clients, but also work towards being a transformational leader in your field. This is because, it’s one thing to be a good designer, it’s another thing to know how to manage the difficult clients that would ‘make you rethink your career path’. Especially, if you are just starting out as a designer.
Below are five (5) tips I have learnt and I’ve been using in managing difficult design clients, during my design journey:
1. Clarity of work to be done
One of the major issues that Designers face is having to deal with over-demanding clients. To handle or manage such clients and situation, ensure you define exactly and precisely your terms and conditions of the work i.e. what you will and what you won’t do in writing (probably as a text or in chat).
For example, my first step to designing any project with a new client is sending a link to my design brief. This would give both myself and the client a clear picture of what exactly is to be done.
2. Professional Terminologies
You may find it interesting to know that your language/terminologies might be causing problems with a client. One step of handling a client might be you not being ‘difficult’. That is, be professional in your conversations.
Avoid using romantic and personal terminologies such as; “dear, love, b” etc. while dealing with clients. Avoid typing in abbreviated forms such as “xup, kk, u, 2” while conversing with a client. It is a professional relationship hence keep all dealings professional.
3. Patience
Do not be quick to take offence when a client complains or talks down on your work. Always know that regardless of your creative prowess, a client would still be displeased or unsatisfied with your work. That is to tell you that it’s a must a face difficult design clients. Now how you manage or handle them is what matters.
Refrain from abusive words and always give room for the benefit of a doubt. Rather learn to communicate your thought, recommendation and opinion clearly and concisely.
4. Document Agreement
“Black and White baby!”
Agreements reached with clients should be documented for future reference or disagreement. This is particularly effective when managing clients that seem to forget details of discussion or are always changing their mind. Legal help might be required when dealing with corporate organisations.
Documentation process could be as simple as sending the design progress, agreements, invoices, key chats via the company’s or individual’s email. Let everything and agreements be written and clear.
5. Not All Clients Are Your Clients
Let’s be honest here; your target client might be everybody but not everybody is your target client. Sometimes a designer might not just get along with a client or vice-versa for several reasons and efforts to amend prove unyielding.
It is always best to turn down or refuse offers from such clients professionally (either by recommending another designer or tactfully stating your reason for your unavailability).
In other cases, you can hire a client relationship manager to mediate between you and the client.
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