Maintaining a positive and happy relationship with your clients isn’t always easy, especially in the events industry. Planning special, once-in-a-lifetime moments adds extra pressure for both the vendor and the planner which can stir big emotions and create tension. When issues arise, it can turn an amicable client into a difficult one. Here are a few tips to help you navigate those situations.
Always ask, what’s really going on?
Every difficult client has a reason behind their behavior. They could be dealing with the general stress of planning an event or handling a personal issue that’s completely unrelated.
When you find yourself in situations like these, try engaging with your client to see if you can figure out the source of their unhappiness. Check in with some simple questions, like:
- How are you doing today?
- How is the event planning going?
- Is there anything I can do for you?
It might not have anything to do with you or your event, but showing you care and are willing to listen can go a long way in diffusing any potential issues. It will also build a lot of trust between you and your client.
Kindness goes a long way
When dealing with difficult event planners, whatever you do, don’t retaliate with anger or frustration. When someone is raising their voice or sending seemingly rude messages, the worst thing you can do is respond in the same way. Remember to take a deep breath, stay calm, and listen. Your clients are your customers, and although you won’t always see eye to eye, it’s important to remember that this is their event and their memories.
Express to the client that you understand their frustrations and needs. Practice excellent communication skills by being respectful, positive, and a great listener, no matter what the situation is.
Prevent problems with clear communication
Do your part to stop issues before they happen. Effective communication throughout the entire booking process can keep problems at bay. Be available and quick to respond to questions, and try to anticipate your client’s needs.
It’s a good practice to set reminders for yourself to reach out. To avoid problems, be proactive and plan to contact the client a few weeks as well as a few days prior to the gig. Showing that you’re organized and on top of things will offer relief to clients who may be prone to worry.
Remember to stay humble
Sometimes, mistakes happen. We all mess up. When you’re at fault to any degree, the best thing to do is own it. Be honest and take responsibility. Don’t let ego and pride get in the way.
When dealing with a bad review from a disgruntled client, use it as an opportunity to show how you rectified the situation. People are usually quick to forgive when confronted with humility and honesty, and that shows other potential clients your character.
Be honest about your capabilities
Managing your client’s expectations in advance can help deter unreasonable demands later. Be thorough when describing the service you intend to provide and explain any limitations you may have. Don’t overpromise or exaggerate for the sake of making the sale.
Sometimes a client becomes difficult simply because they do not understand and need more help. Be patient with them and offer direction. Remember that you’re the expert on your own service and it’s up to you to guide them to a successful event.
Knowing how to deal with difficult event planners or prevent them from becoming difficult is an essential skill for growing in the events industry. Showing kindness, listening, and creating positive relationships with clients is how you collect more glowing reviews, referrals, and repeat business!
Heather is the Content Manager and a GigSalad veteran of 15+ years. She loves helping event planners create unforgettable celebrations and talent make a living doing what they love. When not at work, she enjoys reading romance and fantasy books, bingeing TV shows, playing board games, and spending time with friends.
If the client is too difficult, cut them loose, especially if they are not generating much of your revenue. It’s not worth the wasted mental energy and resource investment. The 80/20 Rule dictates that 80% of your revenue comes from 20% of your clients (usually happy repeat customers) and 96% of your revenue comes from 40% of your clients (trust me, I did the math). That means the other 60% of your clients are only accounting for 4% of your bottom line. If you have difficult clients in that 60% of low return on investment clients, don’t hesitate to politely decline working with them. It won’t dramatically impact your income but will save you tons of stress and headaches. Plus, if that difficult client then goes to your competitor instead, that helps you, because the client will then be usurping your competition’s bandwidth and causing them headaches.
I sure wish I could find a way to write “if you are too difficult, our contract is cancelled BYE-BYE” My worst clients have become worse, only after signing the contract. Perhaps some help in language to insert into a contract, such that the time-hogs will have to pay more. I don’ t mind babysitting someone throughout their event planning process, but, I should be paid for my time. How do you write that into contract?
If a client gives early signs of being overcontrolling, substituting his/her bias re music selection or how to entertain, unless they’re paying goo gobs for the excess emotional harassment, politely and respectfully decline. That is unless you think they will feel more relaxed once they see you ploy your entertainment skillset in action. I personally do not like to be hassled or directed by someone who lacks experience in entertaining or who is just a meddling misfit. It also impacts your attitude knowing there is an elephant in the room.
However I haven’t had to deal with twits like that for some time as I generally play for Hawaiian venues. It seems that the client immediately subscribes to the pleasant sense of aloha and get’s that “hang loose” thing goin.
Happy entertaining
Johnny Kealoha Pal
As a talent coordinator, our office sees that a lot of you musicians go through the same nonsense from difficult/ musically ignorant clients.
We commend all of you for putting up with these difficult talent buyers.
Musically/ production ignorant civilian talent buyers have fantasy/ ideas in their heads. They think $150 would suffice in making their music entertainment fantasy a reality. They have no idea know how much each element would cost.
They think they have instantly become a show producer – since they are putting on entertainment and booking talent. They pat themselves on their back saving money by not hiring an event planner. OR, an event planner might pat themselves on their back for being a music producer/ director of a concert.
They fail to see that what they envisioned in their head actually costs thousands of dollars in reality. They only spend hundreds. Then they wonder why the music performance didn’t turn out like how they had fantasized/envisioned.
They complain , thinking “I hired a violinist/ saxophonist/ but why didn’t it sound/ look grandiose”?
One answer would be because the record company hired an orchestra for the single, this is what one hears when they pop in a CD. And often, because the buyer likes violin, they think hiring ONE violinist for $150 would do the trick. Then they hear what it sounds like in reality and they complain to the musician.
We see many musicians that have gone through this scenario while working for CIVILIAN talent buyers.
Managing expectations from the first contact can certainly make for an easier client relationship.
If a problem comes up, I’ve found that if the person sounds a little nervous when calling to complain about some aspect, acknowledging that ‘it must have been hard to make this call’ can open up the communication and you can talk about what really is at the heart of the issue, and how they would like to have it handled.
However some clients are disappointed in what you provided despite never explaining what was wanted or telling you ideas than what they actually wanted. Having everything spoken about or written about (emails, texts, mail, notes in person) on written down and hand to explain what they’d actually said can clarify issues.
Some are just jerks trying to take advantage of you.
I’ve found that charging a bit more for your service than you’re actually comfortable with can eliminate clients who later become problems – and if someone is really pressuring you to lower your price, they are probably going to be a PITA (Pain in the ***) the whole time and not worth working with, even if they present it as a ‘great opportunity’ – or especially if they present it as a ‘great opportunity’!
I used to do a lot of graphic design and when I doubled my prices per hour I thought I’d probably lose 1/3 of my clients – but I actually got more clients and they all treated me better.
I know music is slightly different, many venues just don’t have the budgets they should have – and if someone just doesn’t have the budget for your asking price/range, you can negotiate a ‘special discount’ for them, but consider whether this is a good enough venue or audience to make up for a discounted price.
What Joe wrote helped!
Difficult clients are grumpy people who naturally criticize -and ask for the heaven while paying dirt rates.
Certain nationality applies. There are people who still think musicians should work for $50-100 because musicians seem ” to be having a good time while working and what they do looks easy, therefore, why should musicians be paid for goofing around at work?”
Since Joe did the math and now I see gig income differently. The negative reviews make up 10% of the total reviews. Joe is right.
The difficult clients are little off to deal with from the beginning- with the way they communicate ( usually there is none, then blame musicians afterwards), their demeanor and hospitality. But we need the work and so go forth. But the end result turns out badly.
Had a potential client call me to play for an outside Christmas event–basically playing out in the cold (20-25 degrees) for 3 hours on a street corner.
I was short on cash / gigs at the time, so I thought … What the heck? It beats a blank, gotta pay the rent, get groceries, the baby needs diapers/ blah, blah, blah.
I ended up quoting $250, which I thought was low, but I needed the $$$ (see 2nd paragraph above). Sent her an email w/ my contact info.
She called me back a couple hours later and said, “You seem like a perfect fit. I’ve heard good things about you and your music.”
“Thanks”, I replied, “Been doing this for quite a while & think I’m a pretty decent player / entertainer.”
Then she offered me $50.
Dead silence on my end for a few beats. Didn’t know whether to cry, plead for more money or tell her she was nuts. Opted to politely decline.
They ended up bringing in a high school glee club. Out-of-tune, kind of lame, but within their price range (they played for free).
Guess they got what they needed (deserved?),