As a videographer, you may encounter situations where your client is unhappy with your video work or pricing. This can be frustrating and challenging, but also an opportunity to improve your skills and communication. In this article, we will share some tips on how to handle these scenarios and turn them into positive outcomes.
The first step is to listen to your client's feedback and try to understand their perspective. What are their expectations, goals, and preferences? How do they measure the quality and value of your video work? Are they clear and reasonable, or vague and unrealistic? Do they have any specific examples or references to support their opinions? Try to be respectful and empathetic, but also assertive and confident. Don't take it personally or get defensive, but don't agree to everything either.
Keep the full scope of the project and expectations set forth in your initial agreement and evaluate all parts of the request.
The next step is to negotiate a solution that works for both parties. Depending on the nature and extent of the issue, you may need to revise your video work, adjust your pricing, or compromise on some aspects. For example, you may offer to make minor changes for free, but charge extra for major revisions. Or you may lower your price, but limit the number of revisions or the scope of the project. Or you may explain why your video work or pricing is justified, and provide evidence or testimonials to back it up. The key is to communicate clearly and respectfully, and find a middle ground that satisfies both sides.
Lowering your price without changing the scope is rarely the right solution. It's not good for your credibility and indicates a few things to your client. Either: You overpriced the work in the first place You aren't confident in the value of your work You aren't commercially savvy You're a pushover. It's not uncommon to come up against this objection, so it's critical that you're absolutely certain of your ability to deliver the required work. Clients sometimes need to be assured that what they're asking you to do is actually going to work, and your conviction will give them the confidence to pay the fees. But you MUST deliver. You can use economies of scale to reduce costs per deliverable, by doing more overall you can offer discounts.
The final step is to learn from the experience and use it to improve your future projects. Whether you resolved the issue or not, you can always find something to learn from it. For example, you may discover new ways to enhance your video work, or new strategies to communicate your value and pricing. Or you may identify areas where you need to improve your skills, or where you need to set clearer expectations and boundaries with your clients. The goal is to use the feedback as a constructive tool, not as a destructive weapon.
Of course, not every situation can be easily resolved, and sometimes you may encounter clients who are unreasonable, dishonest, or abusive. In these cases, you need to avoid some common pitfalls that can harm your reputation and well-being. For example, don't argue or insult your clients, or badmouth them online or to other clients. Don't accept projects that are beyond your capabilities, or agree to terms that are unfair or unethical. Don't work without a contract, or violate the terms of the contract. And don't be afraid to walk away from a project that is not worth your time, energy, or money.
Finally, remember that you are not alone in dealing with unhappy clients, and that you can always seek support and advice from other videographers or professionals. You can join online communities, forums, or groups where you can share your experiences, ask questions, and get feedback. You can also reach out to mentors, coaches, or peers who can offer guidance, encouragement, or referrals. You can also hire legal, financial, or marketing experts who can help you protect your rights, interests, and reputation.
Dealing with unhappy clients is part of being a videographer, and it can be a valuable learning opportunity. By following these tips, you can handle these situations with professionalism, confidence, and grace. You can also use them to improve your video work, pricing, and communication skills. And you can keep improving and growing as a videographer and as a business owner.
This is far deeper than price and deliverables. This is all about creating a positive impact and providing a great experience. It's not limited to you and your client. Your team, suppliers, collaborators, and even those in the peripheral should all have an incredible experience on a project. The way a freelance MUA feels valued as part of the team, how a site manager is appreciated for opening a location out of hours for your shoot, how dietary requirements are considered in advance on set, how the main client's assistant is spoken to when the client isn't around. This is all part of the experience you create on a project. You get this right and you won't see feedback as negative at all. Its just feedback. And everyone is respected.