“They’re coming to me for my expertise, but they think they know best. Web designer Jen Puckett won’t work with people who have unrealistic budgets and time frames. Knowing your costs and schedules is crucial for evaluating when to refuse a client’s request. During a follow-up call, Craig learned that the client’s real concern was “about being able to deliver on her side of her business once my work was complete.” The exchange taught her that customers’ emotions, such as insecurity, come into play in business transactions, and that “a hesitation is more about them than about me.” This knowledge stops Craig from dropping rates simply to land a project, something she would later regret. “If you do, you can overcome any opposition.”Ĭraig cites this example: A client was about to sign a contract but suddenly wanted a price cut without a reduction in service.
#DRAWIT TO KNOW IT HOW TO#
“When and how to stand up to your clients depends on your ability to truly know who your customer is and where they’re coming from,” Craig says. That’s when she went quiet.”Ĭonfidence kept Lynch from refunding a penny, and she wasn’t sorry to lose the difficult client.Īnother common scenario is the customer who suddenly balks at a cost or makes extra demands after the price is settled, says Ali Craig, a Phoenix area-based luxury branding expert. I didn’t want her to waste her money attempting to sue me with a baseless claim. I mentioned that I was confident I had fully performed the contract and was still offering to rework things to make her happy. “She had no interest in allowing us to make it right.
#DRAWIT TO KNOW IT FULL#
She also offered to rework the demo exactly as the client wished, but nothing short of a full refund would do. In emails and phone calls, Lynch explained that “it’s easier for our clients to see everything, then pare back” as desired, and that deleting is easier than mocking up additional pages. Lynch responded that she had, but had added a few extras. One client, insisting on a refund for the app Lynch had developed for her, said Lynch had not followed her instructions exactly. This might be because your adversary is the one with the problem, says Dana Lynch, a mobile app specialist in Atlanta (and a lawyer). More difficult are situations in which you can’t suss out the motivation behind unreasonable demands. In my experience, they usually give in if you stand your ground. Bullies’ drama and yelling are mostly bluster. If you sense your adversary is a bully, that’s actually good news. Remember Kenny Rogers’ line from “The Gambler”: “ You got to know when to hold ’em, know when to fold ’em….” It’s saying every situation is unique, so use your instincts.
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