By Robert Bowen, October 15th, 2009 in How-To
In business, being able to read people and quickly get a sense of who you’re dealing with is an invaluable skill. It turns your encounter with a client into an opportunity to catch a glimpse of the upcoming project and how it will need to be handled. It is one of the building blocks of a professional relationship.
In today’s digital age, the arena has shifted to the Web, and the online office space that most freelancers inhabit limits personal interaction. Though sussing out a client’s personality via online communication is difficult, it still remains an invaluable tool in your arsenal.
Image by Salva Barbera.
In the freelancing field, you will encounter a range of client types. Being able to identify which you are dealing with allows you to develop the right strategy to maximize your interactions with them, and it could save your sanity. Below is a list of the most common personality types and the tell-tale signs that will tip you off.
The Passive-Aggressive
Image by John Philip.
This is the client who is very passive when you ask for initial input, but when you submit the finished product, they aggressively attack it, demanding a lot of detailed changes, both major and minor. They had an idea of what they wanted all along but kept it mostly to themselves. Even though they showed appreciation of certain ideas and elements throughout the development process, do not expect the passive-aggressive client to keep any of them as they send revisions your way.
Identifying Characteristics
- Communication is mostly one-sided and unhelpful during project development.
- Makes statements such as:
- “I’m not really sure what we’re looking for.”
- “Just do something that would appeal to us generally.”
- “You totally missed the point of what we wanted.”
How to Deal
Patience is the key. Expecting the last-minute requests for revisions may soften the blow of the client’s aggressive behavior. Keep your original layered design intact so that you can easily refine and change it later (not that you wouldn’t, but it does happen). Also, make sure your contract specifies a limited number of revisions.
The Family Friend
Image by Celiece Aurea.
This is the client whom you have known for years either through personal or family interaction, and this connection has landed you the job. The relationship will be tested and perhaps marred forever by what could very well be a nightmare of a project. This family friend believes he deserves a “special” price and unbridled access to your work. They will sometimes unwittingly belittle your work or not take it seriously because of their personal connection to you.
Identifying Characteristics
- These clients are easy to identify because… well, you know them.
- Makes such statements as:
- “Could you just throw something together for me?”
- “I don’t want you to think that just because I know you I want you to cut me a deal.”
- “You’re going to charge me what?! But we go way back!”
How to Deal
The way to deal with this client depends on how well you know them and how much you value your relationship with them. But remember that anyone who would take advantage of such a relationship is not truly a friend, so respond accordingly. An honest approach could end up saving the relationship. But start off with a professional, not personal, tone, and they may follow your lead. Of course, if you truly value the relationship, you may want to pass on the job altogether.
The Under-Valuer
Image by Maxime Perron Caissy.
Like the family friend described above, this client will devalue your creative contributions. But there is a difference: you do not actually know this person. There is no rationale for their behavior. They feel they should get a “friend’s” pricing rate not because they want to be friends with you, but because they do not see your work as being worth that much… even if they couldn’t do it themselves. Not coming from a creative background or even having had exposure to the arts can mar someone’s appreciation of the work that you do. After years in our field, we make it look easy, and that is what the under-valuer sees.
Identifying Characteristics
- Does not respond to questions in a timely fashion.
- Makes such statements as:
- “It’s not like it takes much effort on your part.”
- “Couldn’t you just throw something together for me?”
- “How hard can this really be?”
How to Deal
Confidence is key here. You know what your work demands and how well you do your job. The under-valuer will recognize this confidence. Don’t back down or concede a point to the client when discussing your role in the project. Standing firm will establish the professional and respectful tone you deserve. If the client does not respond in kind, cut your losses and decline their project.
How To Identify and Deal With Different Types Of Clients
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