Red Flags: How to Spot and Handle Problematic Clients
“I don’t know what I want. I am quite indecisive”
Though this a good admission from the client. What this might result in is endless revisions on a project. The project will also last longer leading you to allocate your resources for a longer period than financially sustainable, if you decide to proceed with this route.
Solution:
I have found that generating a questionnaire to onboard your clients is a great way to decipher where they are and what their functional requirements are. Typeform is a fantastic platform to do this. I have put link to one of the types of questionnaires. If you would like a link to the other questionnaire I use, for corporate projects, DM me. Also make sure to specify the number of space plan revisions within your contract.
“Why do you charge for a site visit? I know designers who will come for free”
This client doesn’t fully appreciate the value of your time or expertise. A paid initial consultation is not just a sales pitch. It’s a professional service that normally includes site measurements, feasibility assessments as well as design advice. I find this peculiar because even when we call a plumber to fix something in our house, we are more than willing to pay them to come and give us an assessment. As a designer you should not let a client pressure you in this way because it ultimately cheapens the perception of your value.
“I know someone who can do it cheaper”
Well-paying clients are good to work with because when a client is willing to invest in your services, they're not just buying a product, they're investing in your expertise, your vision, your creativity. They understand the value of what you bring to the table, and they respect it.
That trust, that confidence, allows you to do what you do best without constantly second-guessing yourself or battling with unrealistic expectations. With well-paying clients, the mutual respect and collaboration usually leads to better designs.
Low paying clients will feel they have gotten value for money by micromanaging. This is because they have lack understanding as to the value your provide. I have found that in most cases they might request for many revisions because they are actually brainstorming as they see your design.
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Solution:
This might be a good way to have the conversation without saying- well then look elsewhere: While I strive to offer competitive pricing for the quality of service and expertise I provide, I want to ensure that you receive the best value for your investment. My focus is not just on cost but also on delivering exceptional results that meet your needs and exceed your expectations. I'm confident in the quality of my work and the value I bring to each project.
If you have found a more cost-effective option that meets your needs, I encourage you to explore that opportunity. My priority is to ensure that you are satisfied with the outcome of your project, whether it's with me or another provider. If you ever need assistance in the future or have any questions, please don't hesitate to reach out.
“Just start the project we will figure out payment ahead”
This person has no idea of their budget. As a designer, if you decide to proceed, you will end up resenting your client because now they will owe you “design debt”. At the begin of my career, this was a hard thing to say no to because I felt needed money and experience. I also just didn't know what to say.
Solution:
So for those people pleasers out there here is a script:
Thank you for your enthusiasm to begin the project. In order to ensure a smooth and successful collaboration, it's essential for us to establish clear terms regarding payment beforehand. This helps to avoid any confusion or delays in the process. I would be happy to discuss payment options with you and find a solution that works for both parties.
“I need this done in the next 3 days”
A client with unrealistic deadlines, will undermine the quality of the design work. It is normal for a client to be excited about seeing results. But, this might in the long run lead to errors in planning and execution. Especially because reviewing design drawings and Bills of Quantities in order to limit errors requires careful examination.
Solution:
I have learned to set boundaries from the onset with clients the hard way. During your onboarding you should make the client aware of your working hours and days you do not work. For me, I make it very clear that I am not reachable on Sundays. However, I will get back to you on Monday at 8am. These boundaries are so crucial for the longevity of your business especially as a business owner. I would even say that rest is a fantastic catalyst for business growth because it allows room for creativity.