During the BMGChat this week, we decided to discuss something that applies to our every day work lives: Clients. We all have them. And let’s face it–we all need them. They are what makes our businesses flourish and thrive, after all!
There have been times in the past, or there are times, or there will be times for all of us when a client relationship becomes…difficult. There are all different types of people out there, and we have to learn to stick it out, collaborate, and push forward when things get complicated. Here’s a few “Tough Client” prototypes, and a few suggestions on how to deal.
Tough Client #1: The Low-Tech Client.
This client is the type that looks completely and utterly confused when discussing anything high-tech, calls rather than e-mails, and wants everything to be faxed. The good thing is that Client #1 will rely on your wisdom and knowledge for all things technology related. The down side? The low-tech client will need to be handheld through every step of the project: from setting up their e-mail, to opening PDFs, to navigating their new website. The way to deal with Client #1 is to make sure you budget time for phone calls, faxes, and face-to-face meetings, as e-mailing and skyping will most likely be out of the question (at least in the beginning). Also, be sure to balance the playing field by asking for their input in the areas they know about–their business! Finally, make sure that the low-tech client knows how and is comfortable using the new technology product you leave them with!
Tough Client #2: The Disinterested Client
Mr. Uninterested is busy, busy, busy. He will want things done with as little effort from himself as possible. He will rarely provide information and materials necessary to get a good idea of where the project is going. You’ll get a ton of creative freedom, which is awesome! However, if you want solid answers and a few guidelines, you’ll have to be very persistent. Get used to calling and e-mailing frequently. Also, make sure you are very clear about the guidelines and extra costs of “taking care of this” and “finishing up that.” Extras add up. You have to protect yourself and your business.
Tough Client #3: The Hands-On Client
The Hands-On client already has a very specific idea about what they want and usually has very little interest in your thoughts on the matter. On the bright side, there is little confusion as to what the client wants to see and this can make these jobs easy. But, ethically, you will most likely feel it is your responsibility to point out the flaws in your hands-on client directions. The best thing to do with Client #3 is to go with the flow. If you try to fight it you usually lose and the job winds up being a lot harder than it needed to be. Accept the fact that this is their project, and you’re doing it for them.
Tough Client #4: The Get-a-Good-Deal Client
The get-a-good-deal client is a wheeler-dealer and believes that the price you first gave is just a starting point for negotiations (not THEE actual price of the project). The best thing to do (if possible) is to recognize Client #4 from a distance. Settling on a price for the deal will most likely always take some back and forth, so go in high and then lower your price. Be very specific about points of payment and workload.
Tough Client #5: The I’ll-Know-It-When-I-See-It Client
This client doesn’t exactly know what they want, what they need, what the final product should look like, or maybe even….what the basic product should be? Their indecisiveness and inability to articulate what they are after makes doing business with them especially tricky. With Client #5, you can strike gold if you are able to create an “It” project. They will feel so elated and be completely loyal that they have finally found someone who shares their same “vision.” If you can’t produce the mythical “It” project? Well, the best thing to do is to remember two things. 1.) Be VERY clear with how much revisions cost. If you don’t do this, you will blow the budget for the project. And 2.) Accept the fact that unless you can produce and “It” product, will be a difficult road.
All in all, working with tough clients isn’t necessarily worst-case scenario. Each one of these tough clients has a positive aspect to their personality type! When doing a business deal with one of these types of clients, focus on the positive aspects of that relationship. Give the client an extra dose of patience and understanding because, after all, the client is the one who’s paying. Your special attention to detail and perseverance could win you one of the most loyal clients of all time.