There are two days left before the Second Annual Writers Worth Day! If you’re posting something on that day or you’re putting up the widget, Twittering, or Facebook-ing it, let me know in the comments section here, send me an email, send a pigeon gram… just let me know and you’ll be entered in the drawing for the Amazon gift card!
On a project with a client, the client and I have both had some interesting dealings with the client’s client. First it seemed as though Client L (the client’s client) had a problem with brevity. He talked endlessly (and is probably still talking nonstop). I pulled the short straw and had to endure an hour-and-a-half conversation, one in which I asked questions but was talked right over. Finally, a friend who read my email SOS phoned, saving me via Call Waiting. It was a serious case of someone who didn’t want to listen but wanted to be heard, and in his quest to share, he overshared. And he wasn’t heard at all beyond the very odd, very personal information that had no bearing on our project. I’ve been in the situation before and yes, I tried the usual tactics to get him off the phone – talking over him, interrupting the minute he takes a breath, to no avail. His universe included one person.
When I had to call back, I changed my approach (and took two Excedrin before dialing – seriously). I heard him say hello and I launched into my speech, telling him we had exactly 15 minutes before I had to talk with another client. It took the wind out of his sails enough for me to take control and get the job done (in 20 minutes, but I got the information needed).
In talking with my client the other day, she expressed real concern over Client L’s behavior. It would seem he’d been sending her messages at all hours and was becoming upset that she wasn’t glued to her monitor late at night. She’s handling him from her side, but what’s odd is he’s never spoken with her on the phone – only me. Perhaps in his monologue, he failed to realize whom it was he was speaking to?
It’s clear to both of us what his issue is. He’s not gaining new customers because he’s not giving them a place they are welcomed into. In fact, judging from my interactions with him, they’re probably not even walking on the same street anymore. I know how he can fix it. The client knows how he can fix it. Client L does not. That begs the question – can you tell someone his personality is getting in the way?
Obviously in this case, it’s pretty severe. With someone that off-the-charts unpredictable, it’s best just to let him assume you’re the cause of his lack of business and let him move on. But in a less serious case, can you give your clients advice that could possibly offend?
In my personal opinion, I would. It does them no good if they’re pouring money into a project only to get the same result due to something you can’t fix for them. For instance, if your client is under the impression that his bragging is necessary to convey how special his business is, I would tell them that people rarely follow the loudest drummer for long and while they may notice him, eventually they’re left covering their ears. Obviously, I’d be a little more tactful. Or depending on the client, I may say it exactly like that.
You may lose the client. But wouldn’t you rather give an honest appraisal and offer free advice than let him go through writer after writer, customer after customer, not knowing the bigger issue?
Have you dealt with someone who needed to hear the truth? Did you say anything? If so, how and what was the result?
Hi Lori,
Thought I’d hop on over and thank you for running Writers Worth Day! I have a widget on my blog, plus I spread the word on Twitter, the Freelance Success forum, and my email newsletter. I plan to do a post on Friday, too. Cheers!
Susan
I have dealt with someone who needed to hear the truth twice.
One didn’t listen. He didn’t get the message because it was off his map that he could be doing the wrong things. But he has some form of social problem.
The other one got pissed off and told me I was kicking on someone already down. Maybe I was, but there were more people than her to consider, who felt bad about her behaviour. She didn’t speak to me for years.
A relative of mine got a truth told to her and she actually succeeded in doing something creative about it, so that can happen as well.
Excellent, Susan! Send me your link Friday and I’ll put it up here!
Desiree, we do run that risk, don’t we? I just got off the phone with a man who thinks he knows better than I do how to put together his project. I’m certified in that area – he’s not. It’s clear he’s unhappy, but it’s not clear why. He’s working on some antiquated notions, which is ironic for someone so young, but he wants it his way and he shall get it. If he were my client directly, I’d tell him why his way may not serve him. Since I subcontract, I can’t do that. But I can tell the client, who can then deal with him.
I have put this post on my Facebook page and will post the widget on my blog, The Writer Today (www.thewritertoday.com) as well. This is great. Thank you. I read about this through Georganna Hancock’s website, A Writers Edge. (http://www.writers-edge.info/Blog.html)
I’m also adding this post to my Twitter page (bookpublish101). I just sent a note to a difficult client, who I’ve already decided I’d rather not work with next year, and told them (diplomatically) my assessment. Not sure how they will respond or if at all, but life’s too short.
Ana, thank you so much! You too, Debbie!
And Debbie, let me know what the client says. I’m with you – diplomacy is needed sometimes, just as sometimes we need to tell them what they’d rather not hear.
Hey Lori,
You may already know I’ve got several posts about this, and of course you know I’ve got the widget up because I helped write the code. Here’s my latest post. Kind of disorganized but since I’m now swamped that’s what you get. :o) I’ll have a post up tomorrow too!
Here’s my post, then.
http://dianeparkin.blogspot.com/2009/05/writers-worth-day.html
Sorry it’s a Friday jobby, but better that than never, eh?
Diane, it’s PERFECT! Thank you!
Katharine, I read your comment on your post – I do sort of make things holidays, don’t I? LOL Tireless is WAY off – I’m exhausted! – but I like to create party atmospheres.
And I’m looking right now for fireworks….