Today I want to write about something that may sound like it’s just complaining about people, but that’s 100% not the case. Well, maybe 80% not the case, but I’ll elaborate more as we go along. As the title suggests, this is about incompatibility. Like every other relationship, there are just some instances where two parties aren’t meant for each other. This is a very hard pill to swallow when it comes to a client and server/service relationship because of one key difference: an agreement based on work for pay.
Okay, maybe 70% not the case in regards to complaining.
This isn’t prevalent in any other relationship, but when it comes to a client and server/service based relationship, it’s foundational. The issue is that from every other angle, it resembles so many aspects of traditional relationships. Whether it’s familial, friendship, coworker, romantic, online, or even temporary; a client and server/service relationship hits a lot of the same bullet points. At the core, its strongest relational bond is that of collaboration. When you work with someone closely on anything, you can’t help but learn more about who they are and what makes them tick. You may find you really like each other too, but nothing is getting accomplished. The client doesn’t seem to like any of the server/service’s (Good grief, I’m just going to call the server/service a “designer” from here on out) concepts, the designer doesn’t seem to be understanding the client’s requests or critiques, and before you know it; there’s a general consensus that everyone is just wasting each other’s time.
In my experience, there are two four key reasons for these failings. This is going to seem very biased, but usually the problem is the client (Crap, maybe we’re at 60% not the case that this is just complaining). This isn’t a character flaw, but let’s dive deeper.
1. The Client Doesn’t Actually Know What They Want
Shots fired! Of course it’s their fault! How could it ever be that of the perfect designer (or illustrator… man, I’m already confounding the language again—we’re really flying by the seat of our pants here!). Okay, hear me out: a client traditionally hires a creative person to accomplish something they cannot. It could be because the client doesn’t have the tools or talents to do so or because they don’t know what they should even be going for. A healthy relationship then builds from collaboration to create something. Sometimes that lack of knowledge or understanding can be too much of a hurdle and the client realizes they may need to do a lot more soul searching to figure out what it is they need.
Now this is rare, as I’ve stated in the past, many times the client legitimately trusts the person they have hired. It can become clear and possibly even a little overwhelming at just how much thought (should) goes into things like personal branding or creating something that is attached so closely to the client.
2. The Client Is Too Passionate About Their Idea
I considered making this a subcategory of the first reason, but I have personal experience that’s unique. I was commissioned by an absolutely lovely human being who had a very clear vision for what they wanted. There was a lot of passion behind this project; real honest–to–goodness love that wasn’t just important to the direction, but the overall feel as well. If I were obtuse, I’d just brush it off as emotional baggage as the project was very much a tribute to people who are no longer alive. The truth was that this client had a lot invested in the project and had a difficult time disconnecting some of those emotions from the people they were now celebrating.
Maybe you can’t be too passionate about anything and the subtitle for this section is a little callous (I swear this post is 58% not about complaining about people). The point is that the world will continue to move on—even from the worst of tragedies—and that’s always going to be a lot harder for some people over others. This particular client really is a wonderful person, and we parted ways amicably. Just as I ended the last reason, when this happens, the client may need to do a lot more soul searching to figure out what it is they need, and it may not be something a creative person can fix.
3. The Client Is Insane
54% not the case that this post is complaining about people. Of course, while every human being has horror stories in regards to dealing with anyone, I have been very fortunate that I’ve never had a truly bad client. However, my friend and fellow creative Scott Modrzynski has. Here is his story.
There was a sobriety house in Los Angeles that I got in contact with through a mutual. The owner was looking for a logo, and I was more than happy to help. I don't remember what we settled on, price-wise, but it was inexpensive because
A) I'm terrible-to-me at pricing, and
B) I have the additional guilt of charging people money for doing the lord's work.The initial concept, as it was conveyed to me, was vague, so I came up with something based on the operation's initials. The owner thought my usage of negative space to create letter forms was cool, but not his style. No problem. He sent me some examples of something he liked. It was sleek, classy, and minimalist. I mocked up some examples, and they weren't working for him. He liked Viking runes. I came up with something gruffer, that had a Nordic tilt to it. He thought it was great, but was hoping for something with a SoCal vibe. Throughout all our email exchanges, and occasional phone calls, there was a lot of flowery, bullshit language from his end that made no sense, and completely divergent ideas that seemed utterly incongruous to our previous contact. At that point, I realized what a piece of shit designer I am, because I don't know how to make a minimalist, Viking-inspired, SoCal logo that dives into the beating heart my own soul. I gave it a final go, and he said he'd get back to me after the weekend. That was at least five years ago.
It was my first experience with a nightmare client, and made me appreciate my day job, since I wasn't really in a position where I needed to chase down these side gigs for any reason other than making some extra coin.
4. The Designer is Overly Ambitious
Every so often during a total solar eclipse while a volcano is erupting on your birthday as you and your ambidextrous twin sibling ride a two–headed Laquita porpoise on your way to pick up a winning lottery ticket in the Namib desert; a creative person will bite off more than they can chew. It’s easy for an inexperienced designer to insist everything they do needs to go in the portfolio and will go out of their way to convince the client that because of their creative experience (however extensive or limited it may be), they simply know best. That is to say it’s possible if not improbable that it’s the designers inability to communicate or properly deliver what’s been discussed and promised.
Such instances require a federal judge to prove such a rarity in which most cases prove it was actually the client who was wrong.
Okay, this post is officially drawing a line in the sand insisting that it is 52% not the case that it is complaining about people.
Yes, But What Should You Do?
Okay, let’s talk practically about solving these problems. Patience is key. Word of mouth about incompatibility is going to spread faster than any good work that you do, so remember the client is paying you and not everything has to go in the portfolio! Bad design is everywhere and the real shock is that good designers continually add to that because some clients just don’t care about the golden ratio, proper kerning, that a caricature is meant to exaggerate certain features, or that what you offer is actually a niche service that can’t be obtained at Target or created by AI (yet). Sometimes the best way through is to accept all directions regardless of how counter–intuitive they actually are to good taste, get paid, and forget about them; making sure to make a mental note to always be on vacation should they return for repeat business. Most importantly, separate your personal feelings from your work. I know I sound like a broken record, but not every piece has to go in the portfolio or on social media. Keep your emotions out of your responses and if you are feeling particularly revved up, make sure to burn off those heavy feels before contacting a client. I have seriously over–soured one or two bad business relationships because I didn’t walk off some anger and frustrations first.
Inevitably, there may come a tipping point where it’s clear that a particular relationship just isn’t going to work. Be honest with your client. It’s always good to know a bunch of other creatives in your field that you can recommend in place of yourself. Obviously make sure you give your buddies a heads up first, but having alternatives and providing other solutions really helps you out here. I always strive to never say, “no” to a client. That doesn’t mean I roll over and let someone take advantage of things, but saying, “You know what we can do…” shows you respect their opinion and that you’re listening as well. Solve the problem before acknowledging there actually is one.
If money has already been exchanged, there are a number of variables that could determine if anything is returned or still owed, so there’s no definitive answer you’ll find here. However, Scott’s nightmare is reason enough to consider applying the formula of deciding how much of a loss you may be willing to take just to bail. There may be zero chance of salvaging the relationship, but see what you can endure to make sure your reputation doesn’t take much shrapnel.
Don’t write off the client’s frustration either. They may not be able to communicate their ideas well at all, and as a non–creative person that can be difficult. It bears repeating to make sure your head is out of the fire when responding so that if there is a strong hate–hate relationship; you’re not the hothead. Openly admit you’re not the right fit for the job and that you don’t want to waste the client’s time, even if they’ve wasted yours. Remember, you want out of this, so take it on the chin and never look back. If the client is a real problem, make sure you warn all your creative peers on the down low.
If all else fails, start a blog and write about how you’re totally not complaining about people and vent your problems there!
A big thanks to Scott Modrzynski for taking the time to share his insights today! The dude is a very talented artist and designer who I’ve had the privilege of working with on three different collaborative projects together.
Just some of Scott’s incredible work!
Check him out on Instagram and Twitter, and also take a peak at some of his really cool stuff like this Batman Typography or his Cereal Freaks. You can also follow me on Instagram and Twitter and come back here on Fridays for more creative thinking!