From the course: Making the Most of a Difficult Design Job
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Diffusing an angry call or message
From the course: Making the Most of a Difficult Design Job
Diffusing an angry call or message
- The longer you're in business, the more you realize it's less of a matter of if and more of a matter of when you'll get an angry message or response from a client. This isn't dependent on your level of experience either. In our industry, we pour so much of ourselves into every project that it takes discipline to handle these moments the correct way. It's a bit easier to manage this via email, but when you're dealing with an angry message live, I recommend the following checks to make a possible problem into a workable solution. First, quickly acknowledge the fact that the client is upset. This is the first step to level yourself and start the conversation. When acknowledging their anger, also share with the client that you're concerned and taking this seriously. Make sure you listen and try not to take anything personally. This will help you to be open to the other person's point of view and will keep you from…
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