I wonder if this ever happens to you… you start working for a specific client, and you have such a clear vision of what the event should look like that you catch yourself thinking, “I know best.”
This has happened to me many times, especially when I also happen to love my client and really want to put my best foot forward. Or, sometimes I design something that I think is unique and very special, but my client hates it. It took me years to learn not to take it personally.
However, at times, my fragile ego still gets hurt when a client turns his or her nose up at a design that I thought was going to revolutionize the industry. (Yes, folks, it’s true. I do think big!)
So how do I handle this? I constantly remind myself of three very
important things:
1. This is not my event. It’s my client’s event. So back off, Preston.
2. My only desire should be to understand and interpret my client’s needs. In fact, I should try to almost become him or her while we work together.
3. Even if I do not always agree with my client’s tastes, he or she is still my client.
At times, these are easier said than done. However, a client that feels heard is a happy client. In that first meeting with potential clients, I work very hard to make it clear that my only desire is to please them.
I always remind them that my first love is design and that I’ll be showing them many, many designs; I tell them that they have my full permission to hate anything. Ironically, the response I mostly get is, “You bet I’ll tell you what I hate.”
Now, here’s the big question. I have been asked this question many times, but now it’s your turn to answer:
What do you do when a client asks you to design or do something that you hate?
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George Bernard Shaw once said: “You see things and say, ‘Why?’ But I dream things that never were and say, ‘Why not?’” That quote embodies how Preston Bailey approaches every event.
Hana
March 23, 2011
Dear Preston,
I’m in the photography business so it may seem off the point, but from a certain perspective they’re quite similar, since both professions deal with creativity and satisfying the clients. I had a client who was kind of a dictator, had a very high opinion of herself (particularly what’s considered stylish, posh and beautiful) and would look down on all my suggestions. I’m sure somewhere in her mind she was cursing me for being . Well, I said ok, tell me what you want and we’ll do it the way you want. I tried my best but the final shots were terrible – good thing though is that she loved them, so I said ok whatever, the client’s happy. It only stroke me what I’d done when a very good friend of mine came to me and told me she saw the photos and she thought they were very cheap and not at all my style. Then she told me something that hit me hard “If I didn’t know you could do better, I probably would never hire you after what I saw”. I mean…God knows how many potential customers I’d lost thanks to those photos…I realized then and there that the client may be the king, but what I deliver also determines my capabilities and can lead to potential customers or simply turn them off at the very beginning. From then on I decided to pay more attention to building the image of me and my work, always try to reach a compromise in style and aesthetics of the shoot, back off when a compromise cannot be reached and sacrifice a 1 job, rather than go along blindly, deliver unsatisfactory results and possibly shut down my way to many other potential customers.
Rhiannon {Hey Gorg}
March 23, 2011
I am currently dealing with this exact same issue. I find there is such a fine line between having a client trust your vision (after all that’s why you were hired) and listening to what they want whether or not you like it. I think a little honesty and a lot of faith can go a long way in these instances, from both the designer and client
CourtneyOutLoud
March 23, 2011
As a new designer, I struggle with building a portfolio that represents my talents and taking on projects that pay. I recently had a situation where I created a room that I was quite proud of and the client liked, but didn’t want to pay the price tag for. So I compromised and watered down the design and it looks “watered down” – the client loves it and I hate it. But then I realized, if she loves the room, she will (1) be a good referral regardless of what I think of the room and (2) I don’t have to use that room for my portfolio. That last point made me realize tht every artist, small-business owner and working professional at times has to make choices between “artistic integrity” and paying the bills. Over time, the choices get easier as you build a reputation but right now, it’s part of learning the craft and paying your dues.
Nicole Goodyer
March 23, 2011
The timing of this question is so apt.
Wedding just completed on Saturday (in the worst floods we have seen in years – another funny tale!)
Brief “keep it simple” 40cm high x 10 cm wide clear cylinder vases to contain 5 prestine white Columbian roses (not so common here in Australia) Friday email from bride “we don’t want any stems or water in the vases”…..what would you have done?
Nicole Goodyer
March 23, 2011
Will laugh about this in the future but at the time….We deliver our handtieds wrapped in tissue paper sitting upright in black buckets. They were received while bride having hair and make-up done, viewed and carefully placed under a table…then the rain begins, and pours and pours and pours. So the petals for the outside aisle weren’t going to happen. On delivering the box of petals into the room now being used for the ceremony (which was 1/2 inch under water by now) and the roof is leaking. Someone has seen a bucket under a table! (three infact) and stategically placed them under leaks – with bouquets still inside.
Nicole Goodyer
March 23, 2011
……………………Only my event/floristry community people will understand how mortified I was to cut the stems right down on fabulous Columbian roses…….
Jason Hatch
March 24, 2011
Oh so right! As a professional it is essential to use your experience and talent to create and deliver the vision the client wants.
Anonymous
March 24, 2011
Preston–always enjoy reading your blog and comments! You are very inspiring in this creative industry. I too am a photographer, but same applies. I listen for red flags during initial consult, and even once client has hired me. If they ask to many red flag questions/comments (why isn’t the groom in the center of this portrait? do you do special effects? where are all the family portraits? I don’t like black & white…etc), then I have on occasion steered a couple to another photographer (even big budget ones!). In the end, client has to be happy…but I won’t compromise my style to do that. Client may be happier with another photographer, not me.
But your situation is a bit different–I think we need to take deep breaths, and listen, of course. But then pretty much do what we want. Haha.
Client does need to trust as designers to a point…to a point.
Martine Chery
March 24, 2011
I think it’s a very delicate subject and based on your company vision, we need to look both sides before doing anything. Let me explain, I’m a Wedding Planner and my company is all about helping brides integrating who they are and their statement of style to make their wedding as unique as they are. BUT I was looking on TV the other day, “The most outrageous weddings” and there was a couple who representants every aspect of who they are in their wedding. And the theme was “DEATH” the groom was lying in a coffin waiting for the bride to come. And the bride had blood all over her face and every aspects of their wedding were crying DEATH, DEATH, DEATH. And I asked myself, if that couple came to me with this them, will I do it? Yes, the idea of integrating their personalities in their wedding represents the principle of my company, but inside of that principle, does that really represent the image I want to project because at the same time it is my target client, but is it really my target client??….lol. I’m not all about cookie-cutter weddings, not that there’s something wrong about it, but I’m more looking for clients who want to get married on top of the Grand Canyon because it’s where he proposed, who want to jump out of an airplane with all their 75 guests and have the Air control people has an attack just because it’s who they are, but I also think there’s a limit for me. If it’s something that will hurt your image really badly in the future and make potential clients run away, will you do it just because it’s all about the client? Again very delicate one! By the way, there’s no doubt about that, when I’m getting married, I will call you Preston because I love drama in Décor and you represent that, and be sure I’m not going to come to you and have in mind a simple design, you may adjust my crazy ideas,lol, but I think I will be your typical client. Thanks for sharing and making us think!
Sarah DeShaw
March 25, 2011
I am a photographer as well and can also relate to the topic. I shoot it, but I also shoot something that is more my style, since it just takes a minute. That way they will have the option of remembering why they chose my style of photography. It definitely makes me do a check to see if my branding or representation of my style is as accurate and attracting the type of client as what I’m hoping.
Anamaria
March 26, 2011
I am a wedding planner and I work with my mother who has been a wedding planner for 25 years! She can tell her client to forget it that’s tacky! in a very subtle way. I cant but Im learning from her!
I believe that whatever you do-you must stay true to your style values and never compromise your good taste and your name for pleasing a client. There are ways of telling those “dictators” and “bridezillas” that their idea is beautiful but they must give you your space and liberty as a professional to give it your “special touch”…
Donna Frazier
March 29, 2011
Thank you for the advice Preston! I will always remember this blog! As a matter of fact, I’m going to print it and frame it!