The day I realized the importance of smooth communication with clients in design projects was quite an eye-opener. Sometimes, client demands can be unclear or excessively high, making the work incredibly challenging. Having encountered various difficult clients in Korea, I thought I had seen it all, but it turns out that tricky clients come from all nationalities. In a country like Canada, which is home to immigrants from around the world, you can encounter all sorts of challenging clients.

Recently, I had a client who requested a small ad for our company’s publication. The issue was that the client had predetermined the font and layout from the start. However, the format they provided was vertical, while the ad needed to be horizontal. Additionally, the client requested a paid font that exceeded the ad budget, so we decided to use a similar free font.

Despite numerous discussions, the client kept requesting changes. While these were not major design alterations but adjustments to font size and placement, the requests seemed endless. Eventually, I had to create more than ten proofs for an ad smaller than a business card. Feeling overwhelmed by the continuous revisions, I decided to prioritize other tasks and delay responding to revision requests. This led the client to contact the sales team and ask to speak with me directly.

Our team leader, L, handled the call and conveyed the client’s feedback, which was that my emails were too formal and lacked friendliness. (I had been using a standard template for communication.) With my team and coworkers supporting me, agreeing that the client’s demands were excessive, I found myself even more frustrated.

After countless revisions, I finally received the approval and shared the day’s events with my husband when I got home. I expected him to understand and sympathize, but instead, he advised me to be even more patient and kind.

Kindness? What more could I possibly do?

My husband believed that the clients were aware of their own demanding nature. He pointed out that many people who have dealt with them in the past might have found their requests uncomfortable, so if I responded with extra kindness, they would remember me positively. While accommodating all their demands does not guarantee that future clients will be more reasonable, it’s important to keep in mind that such interactions could lead to new opportunities down the line.

Reflecting on it, I realized that I was being too harsh, especially given that I was working within fixed hours. I had to make all the revisions anyway, so perhaps if I had been more courteous, I might not have received such complaints over the phone.

The client continued to request additional revisions even after the publication was released. This time, I responded with utmost politeness and, despite my coworkers’ support, chose not to get upset. Viewing revision requests as a natural part of the process made them seem less burdensome.

After making the final revisions, the client approved the work and concluded with a simple, “Thank you for your work and patience.”

Just as my husband had said, the client recognized that they were a demanding one. This experience reinforced the value of patience and kindness in client communication. Dealing with difficult clients is never easy, but through appropriate handling, it is possible to build trust and achieve positive outcomes. Accepting clients’ demands, even if they exceed one’s own standards, can be uncomfortable, but it provides an opportunity for personal growth and a broader perspective.

As my husband advised, being unfriendly to difficult clients is not the solution. Instead, approaching the situation with patience and professionalism makes the client remember your expertise and attitude. Ultimately, these experiences enhance my professional skills and greatly contribute to improving future client relationships.