Then again I must say, myself and my co-workers are not the easiest people to work with. Our drive, passion, creative ability and attention to detail often catches people off guard.
Ultimately I am responsible for all creative in my company, so know very well the various personality types, tastes and management styles of the various departments and managers.
I thought I'd list a few points to consider when you as a designer or an agency deal with difficult demanding customers / people.
1. The customer is always right.
Misinformed, opinionated, rude, demanding… but never wrong.
Yes, I have done a number of years in retail in my early years so had this drilled in to me.
Look at it this way, do you truly know their business, their challenges and the people they report to, as well as they do?
Have you spent years in their business marketing to their target audience?
2. Know who you are talking to.
A lot of aggravation, confusion and conflict can be avoided if you take the time to find out who the key stake holders are and what they have done in the past.
This way you will not be surprised or caught off guard by an angry reaction when you marginalise procedure, principles and techniques the client has been using for years.
3. Listen and understand.
This is probably one of the biggest points. Listen to them, take their ideas and shape them so that the original idea they gave you is still visible in the final product.
If they point out something very specific, listen to them. There will be a reason why they take the time and effort to make the point
Nothing irritates people more than you trying to bully them into using your idea when they do not like the idea or have told you not to use it.
4. Adapt non critical procedures to suit customer workflows
Everyone company is different, they work different, they have different procedures and workflows.
Do not force all your procedures and workflows onto the customer. The client / contractor relationship works best when there is a certain give and take.
So keep your critical procedures but change your non critical procedures and workflows to suit the client.
for example if a client wants to receive a document for review before a meeting, but your procedure is to present the document at the meeting. Send them the document, its a non critical procedure and by sacrificing it you show your willingness to adapt to the customers needs.
5. Collaboration
This is a difficult one, from time to time you will find clients who give you complete free reign, enjoy these times, they are rare.
Other times clients come to you wanting to collaborate and work with you, they want to share their knowledge and pool resources and ideas. They do not want to be forced to use your ideas because you and only you thought it a good idea.
Key in all of this is to listen and adapt.
Summary
Know who you are dealing with, listen to what they are saying, don't underestimate their knowledge and experience and adapt to their needs.
