Anyone that’s been working within the creative industries for any significant length of time will probably have a few horror stories to share when it comes to being on the receiving end of an unwarranted torrent of abuse. We don’t like to talk about it, of course, but it happens.
Indeed, when I first started out as a copywriter almost 20 years ago now, I seem to recall being torn a new one every other week by a client that thought I “didn’t understand the brief” or “wasn’t in touch with their vision.” It happens less often now, partially because I’ve gotten a lot better at my job and partly because that kind of thing isn’t tolerated as much anymore. And yet, those little knocks still linger and occasionally, I’ll find myself being belittled or given unreasonable demands.
Dealing with these kinds of clients can be mentally exhausting and hinder our ability to produce quality work. In a perfect world, we’d be able to tell them where to shove it sand move onto the next gig. But what if you’ve already sunk hours, days, or weeks into a job? And can you really afford to turn paying work down in this economy? Probably not.
So, please feel free to absorb my wisdom when it comes to navigating these challenging waters without compromising your well-being or professionalism.
1. Recognise the Signs
Abusive behaviour isn't always overt. It can manifest as passive-aggressive comments, repeated last-minute changes, refusal to honour agreements, or constant criticism without constructive feedback. Recognise these signs early, as it can help you strategize your response and protect your mental well-being.
2. Stay Calm and Professional
Pablo Ladosa
Your first instinct may be to retaliate or defend your work aggressively. While it's natural to feel this way, reacting emotionally can escalate the situation. Instead, take a deep breath, pause, and respond calmly. Remember, the issue is not always about your work but might be about the client's own insecurities or pressures they're facing.
3. Set Clear Boundaries
From the start, outline the scope of your work, payment terms, and any other critical aspects of your role. Make sure both parties understand and agree. As the project progresses, if a client tries to push beyond these boundaries, refer back to your initial agreement. Being firm about your limits helps establish mutual respect.
4. Open Lines of Communication
Davide Saraceno
Sometimes, the issue can be a simple miscommunication. Instead of jumping to conclusions, arrange a meeting to discuss concerns. Listen actively to their grievances and clarify your stance without being confrontational. A face-to-face conversation, even if it's a virtual one, can often clear misunderstandings.
5. Document Everything
From the initial agreement to email exchanges and phone call summaries, document every interaction. This not only keeps you organised but also provides a reference in case of disputes. If a client claims you didn't meet a particular requirement, you can reference past communications to clarify the situation.
6. Seek Mediation
Karina Laymen
If you're part of a larger agency or organisation, it may be beneficial to involve a third-party mediator, like a manager or HR representative. They can provide an objective viewpoint, facilitate communication, and help find a resolution.
7. Prioritise Self-Care
Dealing with an abusive client can be mentally taxing. It's essential to prioritise self-care. Speak to friends or colleagues, take breaks, engage in activities you enjoy, and consider seeking professional counselling if the stress becomes overwhelming. Your well-being is paramount.
8. Know When to Walk Away
Rachael Shone
If, despite your best efforts, the client continues to be abusive, it may be time to consider ending the professional relationship. While financial considerations are important, staying in a toxic situation can have long-term repercussions on your mental health and the quality of your work. Politely but firmly communicate your decision and provide a handover if necessary.
9. Learn and Grow
Every experience, good or bad, provides a learning opportunity. Reflect on what went wrong and how you can avoid similar situations in the future. Maybe it's a matter of refining your client vetting process, or perhaps it's about improving communication. Use the experience as a stepping stone to better practices.
10. Foster Positive Relationships
Pete Muller
For every abusive client, there are several more who are respectful and value your work. Invest time in nurturing these relationships. Positive client relationships can provide not only business growth but also emotional support. In fact, you might even find your clients becoming friends. It does happen, trust me!
