1 00:00:00,000 --> 00:00:03,800 So I'd like to tell you that if you've follow all of my guidance 2 00:00:03,800 --> 00:00:08,090 about client services every client project will be wonderful 3 00:00:08,090 --> 00:00:12,530 or we'll all live in this happy Utopian world and everything will be great. 4 00:00:13,480 --> 00:00:15,920 Unfortunately, I can't tell you that. It'll be a nightmare. 5 00:00:15,920 --> 00:00:18,410 There will be times when things go wrong. 6 00:00:18,410 --> 00:00:20,660 There will be times when you have problems, 7 00:00:20,660 --> 00:00:23,610 you fall out with the client, and aaah! 8 00:00:23,610 --> 00:00:25,200 What do you do? 9 00:00:25,200 --> 00:00:28,570 Dealing with confrontation is unfortunately 10 00:00:28,570 --> 00:00:31,740 an important skill that you will need sooner or later. 11 00:00:31,740 --> 00:00:34,700 I'm sorry about that but that's just the way things are. 12 00:00:35,360 --> 00:00:38,240 My first piece of advice for this is keep calm. 13 00:00:38,610 --> 00:00:40,140 Just because the client is angry, 14 00:00:40,140 --> 00:00:43,690 don't allow yourself to go down that route as well. 15 00:00:43,690 --> 00:00:46,820 Just because they raise their voice, doesn't mean you should. 16 00:00:46,820 --> 00:00:50,790 It's much better to keep calm that it is to get angry. 17 00:00:51,770 --> 00:00:54,500 Acknowledge if you've done something wrong 18 00:00:54,500 --> 00:00:57,620 but also acknowledge that the situation 19 00:00:57,620 --> 00:01:00,720 has reached this point and apologize for that. 20 00:01:00,720 --> 00:01:03,620 Whether or not, you've messed up 21 00:01:03,620 --> 00:01:06,490 or whether the client has been unreasonable, 22 00:01:07,340 --> 00:01:10,730 it's still your responsibility to stop these kinds of problems 23 00:01:10,730 --> 00:01:14,850 and you should apologize if things have gotten this far. 24 00:01:14,850 --> 00:01:17,300 And, don't do that nonapology thing. 25 00:01:17,300 --> 00:01:21,780 I'm sorry that you feel like that. That's not an apology. 26 00:01:21,780 --> 00:01:24,720 That's just a platitude. 27 00:01:24,720 --> 00:01:27,090 But you're sincere in your apologies. 28 00:01:27,090 --> 00:01:29,120 It does make huge difference 29 00:01:29,120 --> 00:01:33,790 and admitting your mistakes will take a lot of the wind out of theirselves. 30 00:01:35,670 --> 00:01:39,370 It's really important to identify the underlying problem here. 31 00:01:39,610 --> 00:01:44,410 Often what a client gets angry about isn't actually the root of the problem. 32 00:01:44,800 --> 00:01:49,060 They might be annoyed because the design is not what they wanted 33 00:01:49,060 --> 00:01:53,270 or that you've misunderstood their brief or whatever else 34 00:01:53,270 --> 00:01:55,950 but actually the underlying problem might be-- 35 00:01:55,950 --> 00:01:57,840 "I don't feel you've listened to me." 36 00:01:57,840 --> 00:02:02,070 So you need to work in identifying what that underlying problem is. 37 00:02:02,070 --> 00:02:06,440 Be sure that you get to the root of the problem before going any further. 38 00:02:06,440 --> 00:02:12,120 Also, another thing is like a dumb thing but ask the client what they want. 39 00:02:13,490 --> 00:02:17,290 If they're unhappy, you often get into this argument about 40 00:02:17,290 --> 00:02:19,130 what it is that they are unhappy about 41 00:02:19,130 --> 00:02:22,130 and you focus on the problem and not the solution. 42 00:02:23,030 --> 00:02:25,100 Instead of focusing on what's gone wrong, 43 00:02:25,100 --> 00:02:27,620 say to the client, "Okay, what can I do to fix this? 44 00:02:27,620 --> 00:02:31,450 What can I do make you happy?" and then do it. 45 00:02:31,450 --> 00:02:33,290 Fix the problem. 46 00:02:33,290 --> 00:02:36,650 Whatever it takes you got to go for it, you got to fix the problem. 47 00:02:37,330 --> 00:02:41,120 And then, because you've asked the client what they want you to do 48 00:02:41,120 --> 00:02:45,290 and then you've done it, then you can say, "Are you happy now?" 49 00:02:45,290 --> 00:02:47,010 and of course they have to be happy 50 00:02:47,010 --> 00:02:49,030 because you've done exactly what they've asked. 51 00:02:49,680 --> 00:02:53,150 It's not always possible but it's a general rule of fun but it's not bad. 52 00:02:54,220 --> 00:02:57,140 Once you've fixed the problem, get feedback on them. 53 00:02:57,140 --> 00:02:59,420 Get them sit down and say, "Are you happy now? 54 00:02:59,420 --> 00:03:01,300 Is there anything else I can do?" 55 00:03:01,300 --> 00:03:03,710 Take stock as well. 56 00:03:03,710 --> 00:03:06,950 With the client, sit down with them and say, "Okay. Where are we at? 57 00:03:06,950 --> 00:03:09,540 Do we feel that things have been resolved properly?" 58 00:03:09,540 --> 00:03:11,250 and then demonstrate to the client 59 00:03:11,250 --> 00:03:14,290 that you're going to avoid a repetition of this situation. 60 00:03:14,650 --> 00:03:18,120 Learn from what's happened and correct the problems 61 00:03:18,120 --> 00:03:20,060 so that it's not going to happen again. 62 00:03:20,550 --> 00:03:23,560 Now, most of the time this will sort things. 63 00:03:23,560 --> 00:03:26,150 Just occasionally, it doesn't. 64 00:03:27,100 --> 00:03:30,610 There are really things have gotten very badly wrong. 65 00:03:31,810 --> 00:03:35,010 Now, there are lots of options available to you here 66 00:03:35,010 --> 00:03:38,450 but the one that I tend to prefer and I tend to use 67 00:03:38,450 --> 00:03:41,180 is I essentially reboot the project. 68 00:03:41,390 --> 00:03:43,320 I will say to the client, "Okay. Look. 69 00:03:43,320 --> 00:03:46,870 This we've just gotten off the rails really badly here. 70 00:03:46,870 --> 00:03:50,630 Let's go back to basics. Let's start again and begin the project again." 71 00:03:50,630 --> 00:03:53,820 And often, although that screws your profit margins, 72 00:03:53,820 --> 00:03:56,110 it will fix the project. 73 00:03:56,110 --> 00:03:58,510 And, sometimes it's better to go back to the very beginning 74 00:03:58,510 --> 00:04:04,450 than it is to put plasters on the problems to try and cover up the issue. 75 00:04:04,450 --> 00:04:08,040 Starting afresh is often the best way to go. 76 00:04:08,380 --> 00:04:12,960 Failing all of that, walk away. Know when to walk away. 77 00:04:13,620 --> 00:04:16,420 The point comes with some clients where you just have to go-- 78 00:04:16,420 --> 00:04:19,240 "Look, we're not the right fit for one another. 79 00:04:19,240 --> 00:04:21,550 It's not happening for whatever reason 80 00:04:21,550 --> 00:04:23,830 and it's time to go our separate ways." 81 00:04:24,650 --> 00:04:27,840 I think that should be a last resort but is there for you. 82 00:04:27,840 --> 00:04:29,670 Don't rush in to that option 83 00:04:29,670 --> 00:04:33,170 but know when to do it when it comes to it.