Mr. & Mrs. High Maintenance:: Client Relations

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Every freelancer and small business owner, will at some point in their, career meet Mr. or Mrs. High Maintenance.  They may even patronize your business together.  Learning how to effectively communicate and set boundaries will be critical when dealing with them.  Not all high maintenance clients are bad, there are different levels within the high maintenance category and I have outlined a few that I have seen below.

The Freak Out Client

This client will call you in a panic, and on the verge of having a heart attack because the Internet is down, or the sky fell…  This client is very passionate about their business and the work you are doing for them really matters to them.  That is not a bad thing; it’s a really good thing and can really help to motivate a freelancer to put out great work.  Because they are so passionate and perhaps a bit fearful of things not going right, they may have a tendency to constantly call, email and send singing telegrams.  The key to working with a client like this is to give them what they need – reassurance.  Create a schedule to give them updates on the project on a daily basis.  Make the updates detailed and have them send you any questions or concerns in one bulk email or during a daily update call.  This helps to create some boundaries so that you are not inundated with calls and emails and also provides reassurance and clarity on the project’s progress.

 

The “I Am Paying You” Client

This client can be a bit difficult to deal with because the involvement of money changing from their hands to yours, for goods or services means you are now property.  Do you try to keep set office hours and a nice work/life balance?  That will not fly with this type of client.  If they call you at midnight Christmas Eve, you better answer because they are paying you.  Any excuse for denying an unreasonable request will be met with the statement, “but I’m paying you…” The best way I have found to deal with this type of client is one of two ways:  have a heart to heart talk and lay out the boundaries to continue the project, or have a heart to heart talk about discontinuing the project.  Again, communication is key.  It is possible to speak to the client and have a civil conversation (not argument) about the issues that have come up and come to an agreement to continue or discontinue with the project.  If the client needs you to be available at midnight on Christmas Eve and you are unable to do that; ultimately you cannot meet the clients’ expectations and are not a good fit for them.

 

The I Needed It Yesterday Client

We live in a busy world and some of us have very busy and demanding careers. Some clients may contact you for a job that would ordinarily take two weeks to complete and need you to turn it around that same day.  This may also be a chronic occurrence from the same client.  Never fear, if it is a chronic occurrence, they will be used to your chronic reply of the mission impossible.  Sometimes clients hope that today may be the day that you are finally able to perform the miracle that beats all miracles.  My mother used to tell me that it never hurts to ask something; the worst that could happen is that someone says “no.”  Politely explain why you will not be able to perform the request in the time period needed and give a timeline for when you can get the request done.  I find that in most cases, the client will still get the work done.

 

The Friends & Family Client

This client knows you outside of the scope of your business.  They may have changed your poopy diapers or have dark secrets about you, that you never want to see the light of day.  They usually want a discount for work that will probably drive you insane.  While you may feel a sense of loyalty and perhaps a fear of retribution, you have to set boundaries with this client on what to expect and the project parameters.  They will need to understand that while their relationship with you is of a personal nature, the project relationship is of a business nature and will be treated as such.

Above anything else, communication is the key to dealing with any client and developing a successful working relationship.

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Are You Being Left Behind?

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I’m going to answer the title of this post’s question for you; no you are not being left behind.  At least not left behind in the way that many small businesses and aspiring entrepreneurs are.  The fact that you are reading this post tells me that.  You at least know how to use the internet, a computer or a mobile device and perhaps social media well enough that you found this post.  You are at least trying not to be left behind.

It boggles my mind that people still put such low stock into the power of digital marketing.  At this point, it just does not make sense to me that people still do not see the value in mobile media, social media, content creation (infographics, blogs, etc) and other forms of digital marketing.  I feel it’s more of a stubbornness to take the time to investigate and learn or just a fear of “the unknown,” like outer space.  It brings to mind the stories you hear about how Steve Job’s personal computer was scoffed at or how people didn’t want to give up typewriters and learn how to use a computer.

The technology train is ever moving and finding new routes.  If you do not get on the train, you will get left behind and there may not be any more stops left to board.  Even large brands are wholeheartedly embracing digital marketing and helping to expand the scope and possibilities of that marketing sphere.  If you want to compete, you cannot stay stuck in old traditional methods.  I’m not saying that they do not work or have any value, but learn to adapt and apply them to fit today’s techniques and platforms.

Being stubborn and not attempting to learn and try, is doing you a disservice.  Yes, you may be making money and doing ok, but why not do better?  If there were a way to broaden your scope, reach more people, and bring in more revenue, just by learning something new; why wouldn’t you do it?  Do you want to settle for mediocre, or be great?  Give your business the best chance possible to succeed and get on the train before it’s too late.  Typewriters…

 

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Announcement :: New Endeavor

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I am really excited about this!  I am opening/have added a store to Colleen Eakins Design.  At the end of last year, I made a new year’s resolution to create more art, outside of my graphic design business.  I slacked off a bit at first and then I found inspiration to do something I have always wanted to do…make designs for graphic tees/t-shirts.  My own fashion style is what I call “comfortable.”  Sometimes it’s a bit funky and sometimes it’s a bit subdued, but it is always comfortable.  I feel graphic tees can be dressed up or down depending on what you put with them and they are a staple in my wardrobe (next to my pajamas).

While trying to live up to the standard I set for myself with creating more artwork, I started making graphic illustrations based on my own photography (a hobby of mine).  I started to think that I would not mind wearing a shirt with some of the artwork and the idea took off from there.  So, today I am announcing that the Colleen Eakins Design [store] is now open…with a small collection of graphic t-shirts.  I plan to continue to expand the store, but for now I am starting small.

Take a looksie and let me know what you think!  I am always open to feedback and ways I can improve!

Store Link:  store.colleeneakins.com

“This Life Ain’t No Joke” :: Entrepreneurship

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“This life ain’t no joke, so aspiring and future entrepreneurs better be prepared,” my friend said to me the other day.  We were lamenting about how tired and exhausted we were from pushing hard to make our dreams come true.  I had been working on a side project in addition to my regular work as a designer and trying to figure out my taxes.  He had been working hard to realize a dream to relocate to New York and had just finished paying off all of his credit card debt (I was a little jealous).  We were having our usual “hey, how are you doing?  How is business?  How is life?” chat.  I have these types of chats often with some of my entrepreneur friends as time permits and I find them to be really refreshing.

Entrepreneurship is a lifestyle and one that not everyone gets or understands.  Having a group of friends or a circle of acquaintances that are going through similar trials, ups, downs and circumstances, provides me with a support system.  I have lost at least one friend that I considered dear to me, because they didn’t understand the demands an entrepreneurship lifestyle could put on someone.  I am still hoping that we will become friends again if/when they too, follow an entrepreneur dream that they have.  I feel then, they will understand.

My circle of support is not just made up of physical friends, but digital ones as well, some of them whom I have never met.  Sharing ideas, tips, listening (or reading) and sometimes venting frustrations, are easier to do when you feel the person on the other end has an understanding about what you are talking about.

This life is not easy.  It can be very difficult and stressful at times.  It can also be very rewarding.  My answer to my friend was, “I know.  I’ve been super tired lately ’cause I’ve been pushing really hard.   I know I can do this and I will.  I just have to keep pushing.”

Do you have a network or circle of friends/mentors that you consult with or get support from?  Have you ever lost a friendship due to your entrepreneur lifestyle?

I’m Grateful for my Hearing :: Listening

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This may be the wonkiest and sappiest post you may read from me, but I woke up this morning feeling extremely grateful…for my hearing.  It’s Spring (although it doesn’t feel like it) and this morning as I lay in bed, I could hear the birds chirping.  I lay in bed for a while just listening.  I listened to the sound of the traffic on the street below, tires rolling on pavement and the whistle of the wind between the cars.  I live in an older building and I listened as it groaned and creaked, kind of like how my body does in the morning when I first wake up (snap, crackle, pop).

I spent most of my early morning routine, listening.  I listened to the water as I took a shower, the sound of limbs and leaves rustling as the squirrels chased each other and some baby birds chirping angrily for their meal (I assume), while I walked my dog.  I was grateful that I have the ability to hear and that I can listen to the world around me.  I was also struck by how important of a tool, listening can be for business and in personal relationships.  I can be a bit of a motor mouth in that I talk a lot and fast.  My father once told me that it can be difficult to get a word in, once I get going.  I like to think that I am just passionate in what I am talking about, but I realize that it is a selfish and possibly self-centered move.  I need to listen more.  If I am listening, I am not talking; therefore giving someone else a chance to express themselves.  This is something I am working on as part of my own effort at self-improvement.  I want to speak less and listen more.

In business, listening may be the key to being successful.  If a business relies on customers and clients to thrive, listening to what they want, what they hate and what they have to say, can direct you towards serving them better.  When they are happy and satisfied; you will be happy and satisfied with the revenue that is generated.  People like to feel like the money they are spending is worth it.  If they are not satisfied, then it is a waste.  Sometimes it can be difficult to listen when we are talking and when I say talking, I mean marketing.  We are constantly crafting and bombarding people with our marketing messages.  We want to speak to them, connect with them and talk to them about what we think they want to hear.  What we think will endear them to us and buy.  Maybe we need to listen more, maybe they can not get a word in because we are talking too much or they do not feel that what they have to say will be received, because all we do is talk?

I know a few brands that genuinely seem interested in listening to their client base and actively listen, solicit feedback and make improvements based on what they are hearing.  I think we all should be doing this.  I was grateful this morning for my hearing and that I could listen to nature and the world around me.  Now, I need to show that gratitude by listening more in general.