Five Rules For Dealing With a Tricky Client

How do you deal with a tricky client?  Difficult clients are so common that there are websites such as are clientsfromhell.net, dedicated entirely to horror stories written by freelancers about having to deal with hard-to-please clients. So, if you are starting off on your career, how do you handle a difficult client? Below are our five rules for success

Rule Number One: find out early on what the client really wants
Often clients don't know what they want.  Or they may know what they want, but be unable to express it.  Do they have a script? If not, you may have to write one yourself.  If it’s a film, you will need to do a storyboard animatic.

You may have to do a style guide, so the client knows exactly what they’re going to get.  Show them samples of other films and agree a style for their project. Once you start animation it will too late to change this, so make sure you are agreed in advance.

Should clients know in advance what they want? In a perfect world, yes they should. In the real world - you may have to do it for them.

All good freelancers deliver on time. Photo: Wikipedia

Rule Number Two: Set a schedule and stick to it
It goes without saying that you must deliver the job on time and on budget. Clients don't care how busy you are with other things - they want their work done on time, when you promised it, for the price that was agreed. They don't care if other clients are keeping you busy, or your dog is ill, or your broadband went down, or your hard drive died.

Production planning is a necessary evil. Grasp the nettle and do it early on

Most importantly, you must create a schedule in Excel so everyone on the project knows how long they have to do their job, and when it must be delivered. Get friendly with Excel as soon as possible.

If you run out of time, work through the night to get it done. Do what it takes to deliver on time and be reliable. The best clients are repeat clients - they will come back for more work because they trust you.


Rule Number Three: Don't complain.
One of the hardest things about client projects is learning how to handle the client.  Do so with good grace, and a positive attitude.  On every job, clients will drive you crazy.  They will give you notes which you don’t agree with, or notes that contradict their previous notes. 

Try not to disagree openly with the client. The best response to a dumb idea is to say "that's a great idea, why don't we try this..." and try to steer them in a less silly direction.

A turd can be polished. Photo: Wikipedia

Sometimes though you just have to do what you are told and make the best of it. Make it look as good as you can. Contrary to popular belief, you can polish a turd.


Rule Number Four - Be Positive
Be positive. Clients want to feel that you are excited about the project. Even if you've just done an all-nighter and you feel like screaming at their latest ridiculous changes that they should have told you about weeks ago, be upbeat and optimistic. Make them feel good about working with you - remember that they are taking a risk by using your services for the first time.


Rule Number Five: End up with something you are proud of.
Try to end up with a result that you can be proud of. After all, it's your work, and you want it on your demo reel. Do a professional job and you will create a body of work that will be glad to show future clients, that bring in more work, and better work.

---Alex 


To find out more about Animation Apprentice, click here for a link to Frequently Asked Questions. To sign up for our next classroom at Animation Apprentice, follow this link. For more information on finding work and surviving in the animation and visual effects business, read our post on how to find a job in the animation industry, and check out our post about what not to do at a job interview. Also see our post on starting your own small animation business, learn how to create an invoice, and see how we are helping our students find work through our film co-operative Nano Films. Download the free Escape Studios Careers in VFX Handbook. Take a look at how awn.com can help you find a job, and read our piece about how to survive as a freelance animator. Also, find out what Cinesite look for in a student's demo reel, and read our post on setting up your own animation business. Also see our post about freelancers and taxes.