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Title: Private Residence, NYC
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Q. How do you deal with difficult or unsatisfied clients ?
A. I know I’m sounding like a broken record, but communication, honesty, and fair dealing are key. If the critique is reasonable, but frustrating, the issue is probably with your ego. On the other hand, if the client is pointing to the latest Hollywood blockbuster as what your rush job should look like, explain patiently to them that dozens of people spent hundreds of hours on it, and you’d need more time and money to make something comparable. Nothing is impossible, just expensive and/or time-consuming. If you can point to things in your own portfolio to make your point, that’s the best, as they hired you on the basis of what they saw there.
Remember the Law of the Broken Tripod: “Fast, Cheap, Good – pick any two.”
Ultimately, if your client is really unhappy, and you’re unable or unwilling to meet their expectations, you can suggest they pay you in proportion to how far along you are and part ways. A good contract should also cover this eventuality.
One other situation that can be difficult is “pro bono” work. It’s often true that clients who have the least money are the most picky and demanding (one more reason to never, ever work for free). If you really want to take a job at a deep discount for a good cause, one thing that can help the relationship is listing the full price on your estimate along with a discount, to help the client understand the value of what you’re providing.
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