Bad clients...
So I was stressing over some drama with a freelance job that I got from a friend of mine. Its my own fault for trying to mix friends and work, I just thought that maybe we could have kept it professional, but apparantly I was wrong. But then I found this online and it made a lot of sense. I guess if I learned anything it is to be very upfront about things when I accept a project and to know where to draw the line to prevent myself from being taken advantage of.
So for all you other designers or people who work for yourself, hope this helps you as much as it helped me.
Top Ten Ways to handle Bad Clients
There is nothing more frustrating than a bad client that turns your project into a nightmare. I've had my share of them and I thought I'd give my ways I handle them. While some seasoned professional illustrators may differ with my methods, I believe that these will could be an aid to you as well.
1. Remember to always respect the client however disrespectful they are.
There is absolutely no reason you have to stoop to their level as well. Respecting them and treating them like an adult will keep you looking like a winner instead of a whiner.
2. Outclass the client.
This goes hand and hand with ..1. If you handle yourself like a pro and don't give into anger, you give the client very little ammo to work against you. Why is this important? Because whether you like it or not, that client is going to have a story about you that he/she will tell his/her "your potential future client" friend.
3. Try to cover all bases on the initial launch of the project.
It's like going on vacation, you don't want to forget your toothbrush, extra undies, deoderant, etc. Make sure the client has a good understanding of what you will and will not do.
4. Be detailed but not high maintenance.
I'm sure I would receive some criticism from my fellow illustrators, but if you can appear to be as low maintenance as possible and not give a contract that looks like something you sign when you apply for credit, this will ease the client's soul. That said, make sure that the laid back contract of yours covers what you need (don't be too loose).
5. Cold Letters can stop micromanagement dead in it's tracks.
Being micromanaged is actually my biggest pet peeve. There has been many of times I've said "I promise you, that flower I drew is really not going to amount up to one tinker of a damn if it's purple or light purple." So while you'd like to write a letter to the client like this (if this link ever dies, it's basically telling the client they are a S.O.B. and should be burned at the stake) it's better just to write a cold letter allowing the client to know that they have reached an impass (or hit a nerve).
Here is an example letter:
* Dear Client,
I was surprised by all the new revisions and relayed that over to my agent. He needs to touch base with you guys immediately.
If you don't have a agent that will go to bat for you (so you don't have to be the bad guy) then replace "relayed that over to my agent" to and say "I reviewed our original agreement about the project." Also switch "he needs to..." to "I need to."
Writing a cold letter like this will do a couple things to the client. First of all, it sometimes puts the fear of God in him/her and he/she quickly starts changing his/her tune. It also keeps them from being defensive (most of the time) as it usually catches them off gaurd. When you talk to the client on the phone, remain cool and just state your concern. Stick to your guns as a lot of clients like to twist things around and put it back on you.
6. Ask for asshole money up front
If the client starts being a pain-in-the-ass, and you said nothing about a "pain-in-the-ass" fee, then you have no recourse to ask for one. I usually tell a client that they can get one major revision and a few small revisions. If they ask "what is a few" I conservatively tell them "one or two." You have to measure what a major and minor revision is and how much you need to compensate. Clearly define to the client exactly what a major and minor revision is and tell them that you will let him/her know when he/she crosses the line.
7. "I could produce art that is more beautiful but your don't deserve it."
Yeah but you aren't Picasso either so get over yourself. If you are getting indignant and are going to do a crappy job, kindly give them my contact info and I'll pick up your pettiness.
8. The Negotiation Game: Make them cough up numbers first.
If there is one part of a project that I hate it's when a client wants me to give him/her my rates. I usually adhere to the WWJD method (What Would Jesus Do). Whenever anyone challenged Jesus and asked him a question, he'd answer it with a question. Remember, the minute you give a number, you lose. If you are forced to give a number to an estimate, give something at least 10%-20% higher as they are always going to negotiate that much down. If you are one of those people that says "oh, between $400.00 and $600.00" just remember the client will hear "$400.00" and you're $600.00 figure is out.
9. Be a fair bill collector.
I know it's odd for a client to want their work done immediately and then want to pay 60 days later. After you've billed for the job, DO NOT expect them to pay you immediately. In most cases, you'll be the last to be paid. I never start contacting clients until it's past 60 days. When it does hit day ..61, I go through these methods:
1. A friendly call/email to see where the check is
2. A follow up call to see when the check is mailed
3. A reminder that you have not received payment
4. A request to speak to the accountant directly
5. A request that they pay your phone bill as it's about to be disconnected because they are lazy-ass'd jerks (I'm kidding, but I've sure felt like this)
A lot of times the art director/editor has been a lazy slob and your invoice is just sitting in their inbox and unprocessed. As angry as you might get and as much as you would want to take it out on them, don't. It's not worth it (go take it out on an ice cold import)
.
10. When being attacked, set boundaries.
I had a client that resorted to petty name calling once. Let me first state that the thing I hate most is young egotistical punks who think that their art is all that and them some. The second thing I hate is young egotistical art directors that think they can boss artists around. I've had a few hot-heads start flinging their rude comments at me and instead of me getting down on their level I sternly write them a letter like this:
* Dear Client,
I understand that you are upset with what I have illustrated however I felt that your comments were unneccessary and rude. I will do everything I can to satisfy you (and/or the client) however if you continue to make comments like this I will refuse to work until you stop and offer an apology.
This will undoubtedly get you booted off the project, an even worse reaction or they just might swallow and keep the comments to what they like and/or dislike (instead of saying something like "you call this art!?"). While I do think you should bend a lot for clients, there is no reason that you have to be their punching bag.
So here we have it. Ten tips that may make your life easier when dealing with a client (or heading things off before it becomes a nightmare).
So for all you other designers or people who work for yourself, hope this helps you as much as it helped me.
Top Ten Ways to handle Bad Clients
There is nothing more frustrating than a bad client that turns your project into a nightmare. I've had my share of them and I thought I'd give my ways I handle them. While some seasoned professional illustrators may differ with my methods, I believe that these will could be an aid to you as well.
1. Remember to always respect the client however disrespectful they are.
There is absolutely no reason you have to stoop to their level as well. Respecting them and treating them like an adult will keep you looking like a winner instead of a whiner.
2. Outclass the client.
This goes hand and hand with ..1. If you handle yourself like a pro and don't give into anger, you give the client very little ammo to work against you. Why is this important? Because whether you like it or not, that client is going to have a story about you that he/she will tell his/her "your potential future client" friend.
3. Try to cover all bases on the initial launch of the project.
It's like going on vacation, you don't want to forget your toothbrush, extra undies, deoderant, etc. Make sure the client has a good understanding of what you will and will not do.
4. Be detailed but not high maintenance.
I'm sure I would receive some criticism from my fellow illustrators, but if you can appear to be as low maintenance as possible and not give a contract that looks like something you sign when you apply for credit, this will ease the client's soul. That said, make sure that the laid back contract of yours covers what you need (don't be too loose).
5. Cold Letters can stop micromanagement dead in it's tracks.
Being micromanaged is actually my biggest pet peeve. There has been many of times I've said "I promise you, that flower I drew is really not going to amount up to one tinker of a damn if it's purple or light purple." So while you'd like to write a letter to the client like this (if this link ever dies, it's basically telling the client they are a S.O.B. and should be burned at the stake) it's better just to write a cold letter allowing the client to know that they have reached an impass (or hit a nerve).
Here is an example letter:
* Dear Client,
I was surprised by all the new revisions and relayed that over to my agent. He needs to touch base with you guys immediately.
If you don't have a agent that will go to bat for you (so you don't have to be the bad guy) then replace "relayed that over to my agent" to and say "I reviewed our original agreement about the project." Also switch "he needs to..." to "I need to."
Writing a cold letter like this will do a couple things to the client. First of all, it sometimes puts the fear of God in him/her and he/she quickly starts changing his/her tune. It also keeps them from being defensive (most of the time) as it usually catches them off gaurd. When you talk to the client on the phone, remain cool and just state your concern. Stick to your guns as a lot of clients like to twist things around and put it back on you.
6. Ask for asshole money up front
If the client starts being a pain-in-the-ass, and you said nothing about a "pain-in-the-ass" fee, then you have no recourse to ask for one. I usually tell a client that they can get one major revision and a few small revisions. If they ask "what is a few" I conservatively tell them "one or two." You have to measure what a major and minor revision is and how much you need to compensate. Clearly define to the client exactly what a major and minor revision is and tell them that you will let him/her know when he/she crosses the line.
7. "I could produce art that is more beautiful but your don't deserve it."
Yeah but you aren't Picasso either so get over yourself. If you are getting indignant and are going to do a crappy job, kindly give them my contact info and I'll pick up your pettiness.
8. The Negotiation Game: Make them cough up numbers first.
If there is one part of a project that I hate it's when a client wants me to give him/her my rates. I usually adhere to the WWJD method (What Would Jesus Do). Whenever anyone challenged Jesus and asked him a question, he'd answer it with a question. Remember, the minute you give a number, you lose. If you are forced to give a number to an estimate, give something at least 10%-20% higher as they are always going to negotiate that much down. If you are one of those people that says "oh, between $400.00 and $600.00" just remember the client will hear "$400.00" and you're $600.00 figure is out.
9. Be a fair bill collector.
I know it's odd for a client to want their work done immediately and then want to pay 60 days later. After you've billed for the job, DO NOT expect them to pay you immediately. In most cases, you'll be the last to be paid. I never start contacting clients until it's past 60 days. When it does hit day ..61, I go through these methods:
1. A friendly call/email to see where the check is
2. A follow up call to see when the check is mailed
3. A reminder that you have not received payment
4. A request to speak to the accountant directly
5. A request that they pay your phone bill as it's about to be disconnected because they are lazy-ass'd jerks (I'm kidding, but I've sure felt like this)
A lot of times the art director/editor has been a lazy slob and your invoice is just sitting in their inbox and unprocessed. As angry as you might get and as much as you would want to take it out on them, don't. It's not worth it (go take it out on an ice cold import)
.
10. When being attacked, set boundaries.
I had a client that resorted to petty name calling once. Let me first state that the thing I hate most is young egotistical punks who think that their art is all that and them some. The second thing I hate is young egotistical art directors that think they can boss artists around. I've had a few hot-heads start flinging their rude comments at me and instead of me getting down on their level I sternly write them a letter like this:
* Dear Client,
I understand that you are upset with what I have illustrated however I felt that your comments were unneccessary and rude. I will do everything I can to satisfy you (and/or the client) however if you continue to make comments like this I will refuse to work until you stop and offer an apology.
This will undoubtedly get you booted off the project, an even worse reaction or they just might swallow and keep the comments to what they like and/or dislike (instead of saying something like "you call this art!?"). While I do think you should bend a lot for clients, there is no reason that you have to be their punching bag.
So here we have it. Ten tips that may make your life easier when dealing with a client (or heading things off before it becomes a nightmare).