At some point in their career, every designer will encounter a difficult client (most of you reading this probably already have).
It’s the type of client that drives you crazy with endless demands and expects you to ask ‘how high?’ when they say ‘jump’.
The thing is, if these clients aren’t handled well, it can lead to missed deadlines, negative reviews, lost income, and a lot of stress!
But what if I told you there’s a way to turn these difficult clients into your biggest supporters with just a few smart communication tactics?
In this week’s newsletter, I’m going to share them with you, as I go over how I set expectations, maintain clear communication, and more, to ensure I’m never at the mercy of a difficult client.
Let’s get into it 👇
1. Set Clear Expectations from the Start
You wouldn’t start a road trip to an unknown destination without a map and directions, right? Otherwise, you’d end up frustrated, constantly getting lost 🗺️
That’s what it’s like diving into a project without setting clear expectations.
At the beginning of a project, take the time to outline every detail—deliverables, timelines, payment terms, and communication frequency.
All this information should be included in your contract and acts as a proactive step to ensure both you and the client have a mutual understanding of the project’s scope.
(If you’re unsure on how to create a contract, I have a free onboarding course that includes a lesson on this—plus, you get a free contract outline template).
By setting clear expectations, you minimise misunderstandings and avoid unpleasant surprises. Clients will appreciate your professionalism and clarity, which can lead to smoother interactions and a more enjoyable working relationship.
2. Maintain Regular Communication
Just like in a relationship, communication is the backbone of any successful project.
Regular check-ins to keep clients informed and involved are important for reducing their concerns and ensuring the project stays on track ✅
But this doesn’t mean constant emails or calls with the client.
Instead, think about implementing something like a client portal that includes a project tracker, so they can always see the project status and what stage you are working on at any time without having to bother you.
This client portal should look something like this ⬇️
And if you want a done-for-you client portal & project tracker, you can get mine here!
Having something like this is important because consistent communication builds trust and shows that you’re professional and reliable. And helps manage expectations and keeps your clients happy and satisfied, which can lead to repeat business and referrals.
BUT, and this is a big but (think Nicki Minaj big), communication doesn’t have to just be you on calls or replying to client emails, and that’s where a client portal comes in handy!
3. Use Positive Language
Now, I know this might sound like something you’d hear in a corporate meeting, but using positive language can help you communicate more effectively.
The words you choose and the way you say something can really impact how your message is received 💬
For example, instead of saying, “I can’t meet the deadline,” say, “I can have the project completed by [new date].” This approach focuses on solutions rather than problems, making it easier for clients to accept changes or delays.
This positive language helps you maintain a constructive and upbeat tone, even when discussing challenges or sensitive subjects with a client, making them more receptive to your suggestions and solutions.
4. Learn to Say No… Politely
It always feels a bit awkward to say no to someone, especially when it’s a client who’s paying for your services, but sometimes it’s necessary.
Clients may ask for more than what was agreed upon, and in these situations, you need to learn to say no in a polite and professional manner to prevent scope creep while keeping the client satisfied 🚥
Here’s an example of a reply when a client asks for more than what’s been agreed on:
“I understand you need this extra [insert feature], but it will require additional time and cost. Shall we jump on a call to discuss how to adjust the scope or budget?”
This response acknowledges the client’s request while clearly setting limits.
Often, clients will respect you more for being clear about what is and isn’t possible.
No one likes a difficult client, but unfortunately, it’s part and parcel of the job. I hope by applying these tips, you’ll be better equipped to handle your next one!
Chat next week,
Abi 😊
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