What to do when client doesn't like your work...

[sarah_23]

I am just wondering what is the best way to handle situations where the client does not like your work and there for won't pay for it.

As a designer I always expect to come across difference of opinions and usually I successfully work with the client to overcome this and take pride when the client goes away happy.

Although I have just come across a client where I sent them the design draft and for a few days did not hear back from them, I followed up and they told me they did not like it and have since gone with another designer.

I believe that my design followed the brief and fulfilled what they were asking for. I would of appreciated the chance to amend any area's they didn't like and work at finding a solution that suited everyone.

It's probably worthwhile to note that this client was an agency so I didn't charge them a deposit up front like I do with non agencies.

[The Copy Chick]

I don't know what sort of conversation you have with your clients before starting a job, but I always try to make it clear that to get a result they are 100% happy with, the following needs to happen:

- They need to be as specific as possible when completing the brief
- They need to let me know on receipt of the first draft what they DO and DON'T like, so I can make changes accordingly
- They need to understand that the first draft is exactly that... a draft which is ideally 80% of the way there, but will still need to be refined (which is where their feedback is critical)

If this client hasn't given you any feedback or a chance to rework the design, I don't think it's reasonable not to pay you for your time.

But how to change that?

The only thing I can suggest is you put it writing that given the opportunity to work with them through any problems they have with the design, you're confident you can provide the results they are after. If they don't choose to give you that opportunity, they are still liable to pay for the work you have done - regardless of whether they were happy with the results or not.

You've rendered a service, you've offered to work with them to achieve the desired outcomes and you deserve to be paid for your efforts.

I can't help but wonder if they've contracted several designers, presented the concepts and decided to go with the one the client liked most, ditching the others on the basis of "we weren't happy with your work".

Best of luck. Keep us posted on your progress.

Anna

[KarenC]

HI, I agree with Anna, "I can't help but wonder if they've contracted several designers, presented the concepts and decided to go with the one the client liked most, ditching the others on the basis of "we weren't happy with your work".

I think that you were asked as a 'pitch' instead of being engaged as a designer for a proper job.

You might find the resources and manifesto at Win Without Pitching helpful. http://www.winwithoutpitching.com/


Karen C.

[Khalid Adam]

I wouldn't do work without a deposit. agency or otherwise. i wouldn't deal with agencies period but i dont know what your situation is.

correct me if i am wrong but all i know is that agencies treat you as a commodity and once that happens, you cannot position yourself as a trusted authority in your industry. I'd rather be an employee.

I would also improve communication so desired results meet actual results and also a process on how to deal with gaps between desired and actual.

A sneaky tactic is to become a customer of the most successful competition in the industry. Study their process and play devils advocate.

learn from the best on how to manage difficult situations.

[JohnSheppard]

http://www.topwebdesignschools.org/design-clients/

This link is a helpful read I think.

If you work in creative fields it is inevitable you run into people that do not understand how to results are achieved....

It is your job to set expectations....not theirs....you do that by having a contract and forcing them to read it....

[LemonChip]

Anna is spot on. It's almost a certainty that they're just browsing concepts from various designers and just chuck the ones they don't like.

At the end of the day they can choose to operate however they want, it may be shifty but whatever that's their choice. However it is YOUR responsibility to make sure that you're insulating yourself from being taken advantage of, not theirs.

It is a mistake to start doing work and spending time on ANYTHING for ANYONE without taking some kind of a deposit, and ideally getting some kind of a project agreement signed by the client (be they an agency or otherwise).

The best that you can do now is submit an invoice for the time your worked and hope that they'll just pay it without thinking. Otherwise chalk it up to a lesson learnt.

In the future make sure that you have an absolute rule that you don't lift a finger for anybody's job until a deposit is taken. That's what I do, and it's worked very well for me.

[execva]

Sarah I agree with the comments of both Anna and John - but your question was "what to do when a client doesn't like your work".

I don't work in design and this is one reason why - I find it almost impossible to mesh what is in the client's head with my interpretation of it ... so I applaud anyone who is able to successfully do this. Plus I'm no good at it!

But to answer your specific question - I don't think in this case it was personal. There will be clients who love your work and those who don't. That's the case in every business. The ones who don't, you don't work with again. Alternatively, if you really think you CAN work with them, then it's a matter of working out where things went wrong and how they can be fixed in future .... if the client offers you the opportunity to enter that kind of discussion. If not, then it's probably no loss for you. And it doesn't sound like this client is prepared to.

If the issue is really that they've not paid you for the work then perhaps this is a learning experience - if you didn't have a contract at the outset and before starting the job, then perhaps ensure in future you do. For every job - no matter how big or small. If the amount is worth pursuing then perhaps consider pursuing it - otherwise chalk it up to experience and move on to the next - even better - client!

Cheers
Lyn