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Saying “No Thanks”
A good friend of mine who is a graphic artist called me yesterday for advice on a problem. She doesn’t feel at home on the COW so I figured I’m summarize her problem, provide my answer and throw it open for broader discussion.
During the summer she accepted a design job from a referred client. At first all went well, monies were advanced, instructions provided, business as normal. The shock came soon after the finished work was delivered when the client called screaming that the work was incomplete, wrong and unprofessional.
After some back and forth it was determined that what the client was looking at was an interpretation of her work which had been “customized” by his secretary, leaving of some parts off the design and modifying others. Client calmed down, never apologized and the balance was paid.
Jump ahead to this past week when the same secretary calls, leaving a message and then emailing that additional services are needed to modify the original work. Not wanting a repeat of what had been an ugly situation (who likes being yelled at?) my friend at first simply ignored the messages before calling me for advice.
I said that ignoring a client, even a bad one is unprofessional. Instead I suggested that she call back, thank them for the inquiry, then explain that given her current workload she simply couldn’t take on any more business at this time. Rather than recommend anyone specifically, offer a broad referral, in this case I suggested, “most commercial printers have art departments that could easily handle this kind of project.” The inquiry is shut down and any potential blow-back to my friends reputation is minimized, if not eliminated.
So… any thoughts on this, or on alternative ways to say “no thanks” to people for whom we’d rather not work?
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24 Replies
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Great advice Nick! I would emphasis the CALL back and not email, twitter, facebook, etc….and don’t leave a voicemail (other than to say please give me a call at your convenience). If possible, face-to-face communication would be best, but a phone call will do. Its very important to be able to sincerely relay emotion that doesn’t come across well (and can even be misinterpreted) from written word. (Half the problems and perceived attitudes that are seen here are because of the miscommunication.) And most importantly, try to speak with the client and not the secretary. (Sending the secretary a thank you note for the repeat business would be good too, since she speaks to many more people than the person she works for.)
This goodwill gesture will ensure that the client isn’t offended. It may not result in referrals, but it will help keep the client from bad mouthing her to others. Good luck.ps-I often don’t try to discourage people from visiting the COW, but if she is not going to, I know of another site which may meet her needs as a graphic designer.
https://www.graphicdesignforum.com/Tech-T Productions
http://www.technical-t.com -
Nick your suggestion is spot on to what I always say. When a problem client calls, you are simply too busy to take on any additional work at this time.
This achieves two things. 1 – You don’t have to work with the client. 2 – The client believes you’re really busy and busy usually equals quality work.
Walter Biscardi, Jr.
Editor, Colorist, Director, Writer, Consultant, Author, Chef.
HD Post and Production
Biscardi Creative Media“Foul Water, Fiery Serpent” Winner, Best Documentary, LA Reel Film Festival.
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If this really is a “bad” client, refer them to your biggest rival, make them HIS problem.
Think about this, though: from what we’re told, the client didn’t cause the first problem: the meddling secretary did. That same secretary is the one that then put the boss out on a limb, yelling at you for no reason. Did the client handle the issue badly, yes, and you’d be within your rights to “fire” them.
But…
But what if this client could be “redeemed”? It might be something as simple as calling the actual client back and saying: “That was an unfortunate mis-communication that happened to us before, but I liked making the project for you: if I knew I could work directly with you on this new version, I’d like to help you and show you more of what we can do for you.”
Then if you get the “I’m too busy, work thru the secretary” thing, you can contact the secretary with referral info for someone else to handle it, and know that you did more than required to make a customer happy.
Here is a well-known “secret” about customer service:
Seven out of ten complaining customers WILL do business with you again… IF you resolve the complaint in their favor. If you resolve it on the spot without delay, that percentage rises to 95% repeat business. Major retailers know this and that’s why they have pretty liberal policies on merchandise returns and exchanges.In no way would I suggest that she just give in and surrender, particularly if she just doesn’t like them. But it IS cheaper to keep existing clients than find new ones. Also, happy clients often become a source of referrals. If she can get past the jerk that messed things up the last time, there might be a very good chance for a happy ending.
I’m guessing the meddlesome secreatary is a frustrated wannabe graphic artist themselves. That person will always be a potential point of friction with you. Kill them with kindness; it drives such people insane. But never turn your back on them: always get everything with them in writing and signed-off.
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[Nick Griffin] “She doesn’t feel at home on the COW…”
Did she mention why? I’d love to hear her comments, if she made any as to why.
Best regards,
Ronald Lindeboom
CEO, Creative COW LLC
Publisher, Creative COW MagazineCreativity is a process wherein the student and the teacher are located in the same individual.
“Incompetence has never prevented me from plunging in with enthusiasm.” – Woody Allen
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Nick, I think your advice could not be more right on the money.
Yes, it’s probably very possible to win this client back. But it sounds like one she doesn’t want or need.
We have some inquiries who are incredulous that we won’t accept them as clients. “What? You won’t take my money?” No, we often don’t. We pick and choose whom we work with very carefully. Life’s too short to have to deal with idiots… even idiots with money (who are often the worst kind).
Yes, tell your friend she should graciously decline, and move on.
T2
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Todd Terry
Creative Director
Fantastic Plastic Entertainment, Inc.
fantasticplastic.com
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[Nick Griffin] “So… any thoughts on this, or on alternative ways to say “no thanks” to people for whom we’d rather not work?”
Considering that the client got in her face yelling and would not have the professionalism or class to apologize, I think that all pretense of professionalism is out the window and I wouldn’t bother to call back.
Others may disagree but I wouldn’t bother. In fact, I can be so hard-nosed about this kind of thing that I’d probably leave a voicemail that the only call I’ll accept going forward is one that starts with a sincere apology.
But hey, that’s just me. (And those who know me well, can attest that I am just as hard-nosed on myself and am just as likely to extend an apology where needed.)
Sometimes, professionalism is just so…well, unprofessional.
Best regards,
Ronald Lindeboom
CEO, Creative COW LLC
Publisher, Creative COW MagazineCreativity is a process wherein the student and the teacher are located in the same individual.
“Incompetence has never prevented me from plunging in with enthusiasm.” – Woody Allen
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[Ronald Lindeboom] “Did she mention why? I’d love to hear her comments, if she made any as to why.”
Calm down, Ron. I don’t believe it’s anything personal, more like the fact that the majority of the herd here is in film, video and motion graphics.
Then there’s the fact that many, many people are not comfortable writing in an open and public forum. For example I have another friend who is an excellent DP/cameraman who I’ve nudged, pushed and pleaded to start participating in the COW, but he never gets around to it. I suspect it’s because he feels the majority of his knowledge is centered on his craft and that he might embarrass himself with inarticulate writing. That’s why they’re so many more lurkers than posters. But then I seriously doubt I’m stating anything that isn’t obvious to most of us.
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Ron, she probably doesn’t have a problem with the COW, but just doesn’t want to leave a cyber-trail openly discussing a case like this. I can relate. This is just the chance you have to take in a site that requires your real name. In some cases it may inhibit people from sharing because they have no anonymity to hide behind. I’m sure we all have some REALLY great stories/problems we *could* share, if we could be anonymous about them. But that’s not the way of things here.
While I don’t think changing your policy is the answer, perhaps what you need, if I may be so bold, is a link in this particular forum for people to post “Ann Landers” type questions to you, off-site, which you then filter and present on the submitters’ behalf, in cases where you think it a worthy topic for group discussion. Scrub the names and concentrate on the problem and solutions, which would be of benefit to all. I can think of a couple kids who’ve posted in the past that needed a lot of help and advice, but at the same time complicated their lives by outing their problems to anybody who might google their names during the employment application process.
So, if you had a back-channel means for those kinds of people to post, they might get some desperately-needed advice without the risks, and you would still retain the discipline and decorum that makes this site so special and unique.
Not like you’re really busy or anything, right? 🙂
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[Nick Griffin] “Calm down, Ron. I don’t believe it’s anything personal, more like the fact that the majority of the herd here is in film, video and motion graphics.”
I didn’t think it was anything personal, Nick. I am just always concerned when women say they are not comfortable at the COW. I pay particular attention to what they say because I am not interested in being only a “Boy’s Club” kind of site. In fact, we once killed the one forum that was quite trafficked and was avowedly Boys Town in nature.
That was my concern, no need for chill pills, I was just wondering if there were any comments made that we might have gained an insight from, is all.
Best regards,
Ronald Lindeboom
CEO, Creative COW LLC
Publisher, Creative COW MagazineCreativity is a process wherein the student and the teacher are located in the same individual.
“Incompetence has never prevented me from plunging in with enthusiasm.” – Woody Allen
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Hopefully not getting too off topic:
I can attest to the fear of looking for certain advice here. COW has been one of the best recourses in my endeavors for both technical advice as well as personal career advice. The latter however was at a large cost/risk that I didn’t realize initially and have since pursued alternate means of obtaining advise (i.e. not using COW) in the categories of careers, job-hunting, cover letters, etc.
I do think that any anonymity would be chaos save for Mark’s “Ann Landers” idea.
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