VENT! Need advice on a project for a bad client.

A

analog_addict

Well-known member
OK,

So I am currently working on a project for a client who I have done about 4 jobs for previously. The client is often rude, arrogant and misinformed but I do the jobs as they don't pop up that often.

We do promo videos for them, they are an events company who do pretty low rent campaigns for shopping outlets etc. Really bottom end.

This current video I'm doing is a promo for a local EXPO for baby products. So we filmed it over a month ago and they just aren't happy with it. The problem stems from the fact that we turned up and they gave us a list of presentations with times throughout the day. I did ask for info required beforehand but never received it. So we made sure to film bits of every presentation, filmed all of the stalls, got vox pops of happy exhibitors, you know the usual stuff.

They are complaining that we did not get footage of sponsor logos (which were only on some carrier bags) and a ton of other stuff. We also requested event staff lanyards as there were a lot of children at the event (Requested weeks in advance). They failed to give us lanyards leading to their event staff not knowing who we were (...what!?) and being accused of suspiciously filming people. Yes this is all true and a bit depressing On a previous job that we did for them, we were meant to start at 11am. They sent an email beforehand saying we were needed from 9pm instead. I said that's fine but we will need to add on an extra 2hrs to the original quote. They kicked off and basically accused us of being money grabbers! Really awful stuff.

So for this event I'm working on now they quite simply they did not prepare the correct information beforehand (which I requested) so we filmed what we thought we needed to create a short 2min promo video of the event and now they are complaining and requesting re-edit after re-edit. Rather stupidly our quote did not mention further re-edits as the jobs we've done in the past for them just took 1 re-edit. I'm at the point now where I've put so many hours in it's gone too far.

I'm on the verge of really kicking off with them in response to their latest email as I've put up with their unprofessionalism on every job. I need advice on how to handle this properly. I would happily just sack the job in and forego getting paid but in reality that isn't possible unfortunately.

The worst part is we shot another promo for them soon after and that will be getting edited next.

TLDR:

  • Requested list of everything they wanted filming. They failed to deliver it.
  • Requested staff lanyards. They failed to deliver it.
  • Now they are complaining that we didn't film certain things and are refusing to sign off on any edits.
  • This job was worth under £400
FML.
 
For what you're being paid it's not worth the headache I feel like. Just tell them that before the event you asked for all of this, which they did not deliver, so you only shot what you thought you needed. Losing these guys as a client is probably a blessing anyway.
 
That's what I'm thinking but because of where I live everything is quite local and you end up bumping into people a lot. I'm worried that they may try and slander us to councils and things like that, they are horribly bitchy and are often heard slagging off everyone and anyone.
 
Hi

A long time ago in an unrelated business I had a client who kept finding fault with a large job I did. first time with this client, that could give me lots of work, and I did a much better job than the contract called for. Client bluntly told me they weren't going to pay me and it ended up in court. I found out that this client never paid anyone and just kept hiring new contractors with promises of more work. Most walked away and some settled. A few went all the way through the court. When the judge heard who the defendant was I got everything I asked for. I am guessing your problem has more to do with your client not being able to pay and looking for a deal or a way out. You might want to gently look into what is happening with their business. Sometimes a friendly off the record conversation with a low level employee can reveal a lot. Good luck.
 
I think what I would probably do in a situation like this, without of course knowing any details of what you're dealing with here, is:

1) Not think about what the client should have or could have done but didn't do.
2) Ask them very simply to list everything they need you to do in order to get this project where they want it to be.
3) Assess from that list what is possible and what isn't at this point in time and for the budget involved.
4) Do exactly what they ask, without arguing, complaining or accusing, no matter how rude or insulting they are. Just be very Mahatma Gandhi about it.
5) Never, ever work with them again, and when someone asks what you think of them just smile, nod and say "No Comment".

I mean, I don't know who these people are or anything, but I did grow up in a very small isolated town.
I think this is probably the smoothest way of getting out of a project like that.
 
I would say in the future you need to be more forceful in your demands of needs. Let them know it's too make sure you give them what they need in the future
I would say discuss what is and will not be acceptable tone

and if all fails you need to drop them
 
Every project should have a contract which defines requirements, deliverables with dates, and contingencies. A really good contract also specifies the metrics for success - objective criteria which can be used to prove compliance with the contract's terms. Problems arise when this in not done as you're discovering with this client. Clients who can't get their act together sufficiently to agree on the above are going to be a source of ongoing problems and you're better off letting the bottom feeders have them.
 
You must log in or register to reply here.
Back
Top