Taking charge of your creative business involves navigating client relationships effectively. Working with clients can be exciting but also intimidating. With over 20 years of experience, I’ve encountered various personalities and learned valuable lessons in client and project management. By setting clear expectations, maintaining detailed contracts, and fostering mutual respect and trust, you can ensure successful and stress-free client interactions. This post will guide you through finding the sweet spot of doing great work, making clients happy, and keeping your sanity.

Taking charge of your creative business means working with other humans—clients! This is the exciting part, and of course, it is what we want, but it can feel intimidating, scary, foreign—all the words! 

I'd like to offer some help in this area, as I've had the opportunity to meet and work with many different personalities over the past 20+ years. 

The Nightmare Project

Early in my business, I did a project for a client that turned into one of those nightmares you hear about. She was launching a new business and hired me to design a logo and all of her materials. It started great, but as time went on, she became more and more stressed over the financial burden from all sides of her new venture (not just my design work) and took it out on me.

At the worst point, she yelled and belittled me over the phone. I hate to admit this, but I still have some PTSD over this event. I remember being completely confused because I didn't understand what upset her. I thought I'd given her everything she'd asked for and was upfront about costs...she disagreed. 

This experience sucked, but I did learn a lot about client/project management as a result. No one wants to learn that their client is unhappy. We want to do good work and want clients to refer us to others, so an upset client can really hurt our business.

The Aftermath

After my nerves calmed, I reflected on the experience so I could avoid this circus in the future.

I have a few tips for finding the sweet spot: doing great work + making clients happy + keeping your sanity: 

Mindset first: 

It's easy to think of your client as the enemy, but that isn't true or helpful. When you choose the right clients for you, you value each other as partners working toward a common goal. Your client trusts you to bring your best ideas and work. You trust the client to bring their honest needs, information, and feedback. Then, you work together to create great results for the client, and you get the benefits of that, aside from money. Whether it's a stunning portfolio piece, a great testimonial, a long-term client relationship, a referral, or all of the above, both parties can enjoy benefits. Therefore, a mutually beneficial relationship is the goal. Going deeper, it boils down to trust and respect. If you feel a client is trying to take advantage of you or if your client feels you constantly push back and aren't listening to their needs, this leads to resentment, not a successful partnership. PRO TIP: If you agree to do a project, show up with a helpful, eager demeanor and an open mind and heart. What we put out there is what we get back, so this simple "attitude adjustment" sets the stage for a successful relationship. It also creates a more enjoyable experience for both parties since no one feels they need to be defensive.

Boundaries and Expectations:

Another way to head off problems before they happen is to set some basic boundaries and expectations that apply to your business and how you run projects for success. So, what does this mean? In simple terms: Before working with a client, let them know what they can expect! From the types of work you do to the hours you work to the types of communication that works best. Not only does this put their mind at ease and answer questions they may have, but it helps you weed out clients who may not be right for you and shows you are a pro to be respected and trusted. Remember that often, if a client is pushing back or questioning something it's likely because they don't know how you do things or what they should expect. Be upfront about how you work, and most of these issues will go away.

Detailed Contracts:

Always have a detailed contract in place that outlines the scope of work, project timeline, payment terms, and any additional terms and conditions. A well-defined contract ensures that both you and your client understand the expectations and responsibilities, minimizing potential conflicts. Creating a thorough contract is also very effective at managing dreaded scope creep: Clearly define the scope of work for each project and communicate any additional work as a change order. Scope creep can lead to additional stress and unpaid work, so it's crucial to manage and document any changes to the initial project scope.  

My Mistake

Looking back on this project that went sour, I could have been clearer about what was included in my work and what wasn't. In this case, the client had called me a few times to add more items to the project, and I did not let her know what those additional items would cost. I was just forging ahead because she needed everything so quickly. I assumed she knew that more work would cost her more (seems logical, right?).

This is a very common trap for designers. We want to be helpful and meet client timelines, so we move forward, often skipping over essential steps in our process. We know we should not be skipping those steps, but we take the risk and cross our fingers, hoping we'll skate by and be okay.

And sometimes we might get lucky! But in my experience, the best route is to slow down for just a few minutes to put a scope of work together and price so the client is aware.

I like to think of the project and client management process as a slow waltz vs. freestyle hip-hop. 😂In a waltz, movements are deliberate and impactful. There's no urgency, erratic movements, or wild pace. It's organized and intentional. When I run my projects and client relationships as a waltz, the entire process feels professional and smooth. Decisions start to feel easier, and the energy is calm. Clients feel this energy, too, and they can relax knowing they are in good hands working with someone thoughtful and intentional every step of the way.

I hope this metaphor helps you take charge of your creative projects with kindness and empathy for yourself and your clients!