Have you ever come across someone whose appeal is instant, whose manner is so easy or so charming that you can’t help but want to know them? I had that experience this week. The client was calling me to go over changes, normally a tense situation for both client and writer, for one or the other is either avoiding hurting feelings or unsure how the other will respond to suggestions. This man was different. He started by praising what I’d done. Unnecessary, but sometimes folks feel better if they give you the good news first. I’ve had cases where the praise was followed by stern, even rude, feedback. So I wasn’t too moved at that point.
However, during his suggestions, he was charming. He never lost sight of the fact that I was a somebody beyond this job. He talked about experiences, but never whined or blamed even when it was obvious he’d been wronged in a few cases. His voice was like a constant smile – he just wasn’t going to let the world get him down, nor was he willing to take his troubles out on anyone else. I hung up the phone and prayed for a way to clone him. He’s what I’d call a catnip person – someone whose appeal is heady. It has nothing to do with looks or sex appeal. It has to do with people wanting to be around that person because he makes them feel good – special – to be part of his world.
I compare him to the client I had a month ago who was so abrasive, so rude, and so egotistical that it wasn’t until I wrote his copy framing him as one would a saint that he stopped griping long enough to say, “I don’t know that I can live up to that!” No doubt in my mind, but at least he’d stopped saying things like “I never expected to have to teach you how to write” when I used a commonly-used term to describe his services and he found it offensive and “beneath” him.
Which person do you think I worked hardest for? Yes, I went through multiple edits with the grumpy dude, but the man with the charm – I worked my tail off to please him. I paid attention more because my character wasn’t in question, nor my abilities, and I heard much more as a result. Whose fault is it that the grumpy person didn’t get better service? I take the blame for not separating my stress from the job, but I think he should be shouldering the lion’s share of this for his approach and his creating an impossibly hard working environment.
If the client is too hard to handle, I bow out. Why not leave room for a catnip person?
Since we typically vent about difficult clients, why not share something about one of your favorite clients?
Good post! I’ve met people like both the ones you describe. Sadly, I meet more of the grumpy variety than the catnip type. But when you do meet such a catnip person, it is special.
I have also discovered that I do my best work for the “catnip” clients. Creative juices flow a lot more easily when you’re free to pursue excellence, not just trying to avoid criticism.
Really well timed post Lori.
I just spent 2 weeks traveling with a band of 20, living, eating, sleeping, laughing, and crying together. I realized during this trip, I desperately want to be a catnip person. Thing is, it doesn’t come naturally to me; so I’m going to have to work at it.
I think I’m getting closer and closer every day – at least I hope so. Thanks for the reminder that these are the people people love to be close to.
Sid.
My favorite client is also the one I’ve had the longest relationship with. I’ve literally seen this company grow from a small husband and wife operation, to a business with half a dozen employees and heaven knows how many freelancers.
I now have much less communication with the owners than I used to, but they still make it a point to email me and ask how I’m doing, how my horse is, that kind of thing. They also have the occasional praise for my work, but for the most part it’s the relationship that makes this client my favorite.
Don’t you love that kind, Katharine? I bought my new car from a woman just like that. She was so personable, we hugged after I bought the car and I offered her visitation rights. 🙂
Sid, for some reason I don’t believe you’re not already catnip. I’ve read your blog. I liked you instantly. We’ve bonded, dude. We had an virtual “moment.” 🙂 It’s usually the folks who are wanting to be more like that who already ARE like that, in my opinion.
Gillian, I know. The fussbudgets are pretty regular, but those who can let their guard down, let loose the control, and really connect are pearls in a world of oysters.
That’s it exactly, Cheryl. Who can work well when the whip is poised to come down? It’s so refreshing to have someone act like you’re a human, not a droid, that you want to please them.
“catnip” client… love it, and love them! Another characteristic is they pay promptly and well!
Amen to that, Anne!