In my years of experience, I have had my fair share of difficult, easy-going, great, sweet, and horrible clients. And yes you heard me say horrible, but I won’t dwell on that today. I will share on the tell-tale signs of a difficult client.
It is also so easy to place all the blame on difficult clients when you work with them but hey, you get to choose who you work with. So why there may be more scenarios than I have stated, there a couple of warning signs to help you identify these difficult clients early enough in the day and then decide if you want to stick up with them or let them go.
1. Do not pay any attention to your emails or messages
After the initial meet or contact made, you send all your welcome documents to them, the process, your fees rates, website links, and even design forms to help you with more information on how to add value that will resonate with them. Oops, they come back still asking questions you have already answered in your documents. So, what is the guarantee that they will read your future documents? These are the clients that will say to you, No, we never agreed on this, I never approved this, why did you go ahead?
2.Communication issues: It is either of these; Over-communication or Under-communication.
I go for the first every time and you should too because this is what gives you a clear insight into their type of business/brands, needs, focus, and relevance.
It can be very frustrating and trust me, I have experienced this on several occasions when you send the same emails over and over to clients but never get any responses, and so you are stuck on the next steps.
The other part of the coin is those that get you exhausted with emails or messages. Looks like they are always ideating. Hey, these ones need to allow you to work. You also need to draw the line at the point of implementation or you get confused and find yourself tweaking your documents countless times. Get clients that will trust you to deliver because you have a great portfolio to your credit and they trust the value and experience you bring to the table.
3. Disappearing and elusive clients:
They always want feedback yesterday. You get your team together, sleepless nights ticked just to ensure you meet deadlines. You send the first draft and then keep calling. They suddenly stop responding to emails or picking up your calls. Well, this is a very clear sign that they may not be ready to go on with the project or they may be speaking with several other service providers at the same time. A lot of them may actually want to work with you but are possibly busy with other MORE IMPORTANT stuff. Oh yeah, read the warning signs, yours may not be a priority. You may just have been used to ensure due diligence and if this is not the case, then be clear on contractual deadlines(e.g validity of presented quotes to avoid running at a loss when they are ready) Otherwise, please take a walk.
4. Always requests a discount:
This is a sign you must not ignore. If they came on strongly here, it means they do not trust the value they will get from your work and they may actually be speaking to several others. From my experience, Penny pinching clients demand high maintenance. They pay you so little and expect so much. Ask yourself how long you can continue with this.
Please note that it is a different case if they gave you budget specifications from the onset so what you need to do is to give them a package that seats in their budget especially if they are long-standing clients. Your dream clients will always recognize the value you put on the table and will be willing to pay for it.
5. No Contract and they want you to commence work:
A contract always protects you and your clients or customers. Detail out very clearly what the contractual terms are. There must be an agreement, some sort of documentation signed off by both parties.
6.Mocks you and ask for the impossible:
It is okay if you are asked to do something outside your regular scope, this is actually great as it stretches your capabilities. I personally love challenges. But when these clients consistently ask you to do things that aren’t your area of specialty, they may just be setting you up for failure. The worst part of it is when they start comparing you with others and say it straight to your face in mockery and not with the aim to improve competencies. You must urgently jump on the next plane. These are the same clients who will bad-mouth you when they are with their peers and tarnish your brand image.
You need and must educate them on what your competencies are, so you do not create unrealistic expectations.
7. You don’t just get along because they give off bad vibes:
If you have a team, you may want to use a team member to connect with them. If it is still not working, then please move as they will always find fault in anything you do. In my experience, good chemistry, a great emotional connection, and respect are the first signs of a mutually beneficial relationship. You need to separate this from the initial teething problems you will always encounter with a first-time client but be wary, it may just be the first signs of soon-to-be difficult clients.
All of that being said, it is always best to focus your energies on dream clients.
