“Integrity is what we do, what we say, and what we say we’ll do.” Don Galer
If you are in the business of selling your writing, music or art (or anything else for that matter) you’ll deal with many different types of people. Some of those personality types can be confusing and difficult to deal with. Some are gems and you just love them up.
I actually believe that we can attract certain personality types into our lives. I spend a lot of time thinking about the people that I work with that I really enjoy, and then visualize more of these people walking into my world.
The people I enjoy working with the best are people who respect the business relationship. They are in it for a win-win (both parties get benefit out of the deal) and they operate with utmost integrity.
There are two ways to attract great clients into your world:
1.) Be that person you wish to attract – be reliable, dedicated and operate with integrity. Do what you say you are going to do, when you say you are going to do it. Stand by your word.
2.) Make room in your universe for that wonderful client by firing the others that don’t operate with integrity. In other words, dump them.
Life is just so much easier when you like and trust the people you are doing business with. I can honestly say that a majority of the clients I work with I absolutely adore.
I’ve had my share of difficult people, though. So much so that I’ve started naming the personality types and coming up with solutions on how to handle them.
Ten Most Common Client Types and How to Handle Them:
- The Screw-Over: This is the client that blatantly disrespects any agreement, understanding or contract that you’ve come to and doesn’t keep up their end of the bargain. You want to cut ties with anyone who has done this to you, because they will do it again. Even if they’re your friend and your parents knew each other in the war. People like this truly believe that they don’t have a good business deal unless they have nailed you to the wall.
- The Screamer: There’s a tactic that some ethnic groups use to get the best deal. It’s SCREAMING! Very LOUDLY, and for A LONG TIME! The first time this happened to me, I caved in and gave the gent anything he wanted, I was so taken by surprise. After all the screaming in my ear, I was shaking as I hung up the phone and then broke down and cried from the stress! Since then, I’ve grown up and come to learn that this is a tactic. Don’t take it personally. Scream back. They respond to that. Once the screaming is over, everyone is friendly again and business carries on as usual. No hard feelings.
- The Ignorers: They don’t return e-mails or phone calls, no matter how many messages you send. Eventually, they need something and then contact you. I went through this with a surf clothing company. They had commissioned artwork for a poster. They wouldn’t sign the contract, but wanted the art in time for the deadline. I couldn’t give the art without a signature. I e-mailed the contract numerous times, left 50 messages, sent countless e-mails. What was I doing wrong? My messages were super friendly, too nice and not professional enough. They had no reason to follow through. I learned how to handle this one from my very brilliant and beautiful friend Bridgette. She said “give them a deadline and a consequence and they will stop ignoring you.” She was right. I took her advice and I gave a firm deadline. I told them to sign the contract by Friday or we sell the painting to someone else. I was shocked – it worked! I got the contract by Friday, and this was after 3 months of begging for it. I learned that begging doesn’t work, but no-nonsense professionalism does.
- The Slippery Sliders (a.k.a. Cheapskate): They ask you to quote on a project. You do. They grind you down on price. You give in. Then they ask if you’ll throw in an extra design. The project and dollar amount is large, so you say, “sure”. They ask for more free stuff, and then more, and then more. It’s never ending, until you end it. You just have to end it after the first “yes”.
- The Name Dropper: I’ve got a great deal for you, it will be of great promotion, and Brittany Spears and other really super duper famous people will be there. So, will you give me the art for free? Namedroppers are usually full of it. Don’t fall for it.
- The Demanders: They aren’t ever happy with what you do, and they keep demanding more. Truthfully, I haven’t dealt with Demanders, but I’ve heard of them, so I thought I’d mention it here. The way to handle them would be to stick to your agreement. Don’t have an agreement? Then draw one up.
- The Respecters: They are your fans, who love and appreciate you and are so happy to have you create for them, that they give you a tip on top of the payment they already gave you. I so love the Respecters! I have quite a few of them, and I take good care of them.
- Big Dream & Deep Pockets: They have money, a large budget, and a grand plan. You are going to help them with their plan. And they are going to pay you well. Make them happy, fulfill their dreams, and be the best resource they’ve ever had. After all, it’s their dreams and budget that will enable you to continue doing what you do.
- The Referrers: They refer you to everyone they know, they were so happy with your work. Keep them happy; give them a little extra something for free. Let them know you appreciate them.
- The Long-Timers: They are the clients that you will continue a long-term relationship with. They are used to working with you and they know what to expect from you, they know what you’ll deliver and the respect runs deep. Jimmy Redmon of Liquid Force Wakeboards comes to mind here. He’s been a client for 14 years. Just last week he was in my office and said “I love working with you guys. Thank you for being here.” We feel the same way about him and his company. The respect and love is mutual, and for that, the relationship is forever.
What client types have I left out? Please, share in the comments below!
You can attract great people into your life. Just make room for them by weeding out the others, by being a good person yourself, and by recognizing the great people when you see them.
Maria xxoo
“I deal in dreamers and telephone screamers, lately I wonder what I do it for. If I had my way I’d just walk through those doors and wander…” Free Man in Paris by Joni Mitchell
This is a great run-down of client types. I crafted a customer service training manual some years back that broke they typical customer into similar groups. It’s amazing how easy it is to deal with a particular type of client or customer once you learn how to identify which category they likely belong to and how best to deal with them…even if that means firing them.
Let’s face it, some clients should be fired. It’s the only way they’ll ever learn that their approach to business doesn’t fly with those worth working with in the first place. They continue to abuse, berate, threaten and mistreat those they work with because it’s how they get their way and it works for them. They don’t realize that being an ass only gets you the bare minimum of what’s required by the contract or agreement. After all, who wants to go above & beyond for a jerk?
Maria,
Great post, as usual, and thank you.
Yes, it is indeed true that the workplace= inter-personal issues, conflicts and politics. And gossip. People play games at work, simply put. The workplace is not always a bed of roses.
It is challenging to have to deal with people on a day to day basis.
There are all kinds of people out there.
The ones I am particularly averse to: bullies, loud-mouths, mean-spirited, nasty people, the put-downers, fault-finders, sarcastic people, people who dish out threats (there may be overlapping here).
In the past, I had to put up with one particular individual who always seemed to be in a bad mood. He frequently lost his temper and there was never a smile on his face, always a scowl. And he just kept on complaining and complaining and complaining. And not just with me, but with everybody. People called him “Mr. Unpopular.”
I tried to find out the source of the problem. It turned out the guy had health issues: diabetes, heart-disease, high blood pressure, and a host of other ailments. His life was in a real mess.
On the recommendation of a physician, this gentleman made certain “lifestyle choices”– and now he seems to be doing okay– although I still don’t want to interact with him.
Moral of the story: sometimes, we are too quick to judge others. On the other hand, we also cannot be held responsible if other people misbehave with us, especially when it ain’t our fault even…
In this case, this gentleman took personal responsibility and consulted with a professional. And took charge of his own life. The behavior modification program took a long time, but now the community in which he lives treats him differently because he is in a better, brighter mood. So, try to find out the source of the problem. Reality is not always what it seems to be, sometimes.
Life is what you make it.
So dealing with different people appropriately is important.
I’m sure your article will help many have a better understanding of the majority of people types we can all expect to deal with.
Thanks ~Den
I can relate to all of this. Well written Maria.
how about the “Moving Targets” – People that have you work on a project, only to “know what they don’t want” after seeing what they just told you to do in the first place.
Great list but I think you missed out on a big one – “Champagne taste on a beer budget!”
i would have to add 2 types to your list:
the “wannabe designers” – these are people who get a great pleasure from directing the artistic vision and are oppressive about it, demanding multiple revisions, oftentimes changing the image completely after you have presented 10 revisions even when you have a deal memo type of written thing. i hate to stereotype but these are usually women who took on marketing as a job because they had an “in” a company, and have no experience and look at it as a big “Designer” shopping spree and like you are their little designer slave.
oh this is also kinda related to your “slippery sliders” above, which i call “scope creep” (creap?) — when someone demands something be changed/revised, or “edited” in their words, but really is a new design. the difference between these is the first does it for some fantasy that they are an art director, the second is usually a way to try to get more designs from you, free.
the 2nd type to add would be the “Late payers.” anyone who has ever freelanced knows this type of client and it is so frustrating to have rent looming over your head and not getting your money. you know they will eventually pay, but not when it matters most. dump these clients!
Thanks for the comments, everyone!
To Deni: Regarding “Late Payers” – this one is super easy to eliminate. Get a deposit down (30-50%) and then require the balance due before sending the hi-res image or completed painting. This works very well for us, and our customers are totally fine with it. No need to chase checks ever again!
Hey Maria,
Enjoyed reading your list. I wish folks would realize that what goes around comes around. Our discount mentality has sent millions of jobs to other countries.
Thx Giulietta
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