Dealing with a 'client from hell'

Anyone who has been there will know that when a relationship between the client and you (or others) breaks down during or after the work has been completed that it can leave a very sour taste in the mouth - not to mention the possible financial consequences or potential damage to your reputation.

Dawn Isaac infers in this guest post that some clients might just be serial offenders - can you empathise?

I heard from a fellow garden designer some weeks back. He had been recruited by an old client of mine - one who turned out to be such a nightmare that we had parted company in less than friendly circumstances, writes Dawn Isaac.

Now, the same client, was making the designer's life hell and even threatening court action.

Within a few minutes of chatting we realised this was a pattern of behaviour for the particular client - she was also suing her interior designer, belittling her architect and refusing to pay her landscaper.

So how did we get into this situation? And how can we avoid it again?

To be honest, I always thought I was quite good at side-stepping troublesome customers. I was given an invaluable piece of advice many years ago - if your gut instinct tells you not to work with them - act on it! That, or double what you would usually charge as the extra time and heartache will require some recompense.

So what went wrong here? Perhaps we were both seduced by the project - it was a large garden, part of a beautiful estate and in a fabulous setting. I think some of this must have dulled my sixth sense.

Also, although I was aware she was on her third builder and second roofer, I found her explanations of this scenario very plausible.

Perhaps we should question potential clients more or even take references (I'm sure a chat with the previous builders, roofers or interior designers would have been enlightening). Ideally there would be some sort of database of experiences to access, but I have a feeling data protection would frown upon this. Or do we just put it down to experience and accept that we'll all get one or two clients like this?

I spoke to my fellow designer again this week. Frustratingly his insurance company have settled so he is denied his day in court. In the meantime, garden designer number three has been employed and the saga continues.

Dawn Isaac is author of Little Green Fingers blog.

Comments

[steve]

When I worked in a retail garden centre, on a customer training course I learnt an interesting angle on this.

There is no such thing as "difficult customers" but sometimes you will come across "customers with difficulties".

A nice way of thinking about life, and smile!

[Dawn Isaac]

I obviously need to go on quite a few more courses!

[Steve]

I can very much understand your points in your article, but in essence your customer with difficulties has become by the sounds of it a major problem, whilst they live on un-touched by their actions.

I think that your comments like putting up your fees to compensate are correct. You, as most Designers set out to do a professional job. It appears that your customer is simply playing one off against another to get what they feel is the best deal for them.

Often though in life, the best deal is not the cheapest deal, and they will learn that you get what you pay for.

I guess my real point is that you have had all of this hassle just trying to do your job properly. Rise above it, let them have their difficulties, you are better than that. Good luck.