🔴 How to Handle Bad Client Calls | The Futur Live

[@LennyYT]

The role playing was #GOLD. Thanks for going the extra mile.

[@thefutur]

we are planning on doing more.

[@jackychan1133]

You guys are actually role-playing and phrasing how to respond/ask the clients.. As a non-native English speaker, this is super helpful to me.. I gotta practice saying what you guys just said until it sounds fluent.. xp Thank you so much!

[@jackychan1133]

Yes I want to hear these phrases you guys use to handle the clients!! yay! nice!

[@thefutur]

glad that helped. practice w/ friends.

[@jackychan1133]

Definitely! Thanks for your suggestion Ben! By the way, you look younger and more energetic than you were a year ago (I watched some of your own videos). Keep up!

[@annas8079]

The role-play around 25:00 was an amazing idea. It really gave a great look at what makes a good call both for the client and the designer. Thank you! :D

[@fayyazb]

Thank you so much! You just helped me say NO and I just did, after watching this and walked away before it got worse!... yes I am talking about Client! Went smooth! #gratitude Thank you for sharing!

[@VitaJancev]

thank You guys, I watch TheFutur taht often, it feels like I'm living with You :))))) goota say - nice company!! :)

[@thefutur]

Vita Janceviciene hi vita. We should probably collect rent. ;)

[@robinpoppenberg5105]

Hamburg City :-) in Germany. I am so happy to have found you guys! Keep up the amazing work!

[@thefutur]

Robin Poppenberg thanks. Welcome Robin.

[@IvaPunisher]

Thank you guys! Valuable thoughts and words that can be applied to different areas of life and business. :) Watching from Bulgaria.

[@arthur1022]

That TED talk, Matt suggested at the end is great! Watched it last year and its very helpful for general conversation not just with clients! Definitely worth checking out! And awesome vid, Matt & Ben!

[@MarieryYoung]

Great episode. The role play, and how to leave say no to client in a graceful polite where my favourite. The mailing list is the best option that way I don´t have to converting timezone to tune in. :)

[@thefutur]

we will do more role playing for you guys.

[@smiesznysimp7878]

One of the best and the most valuable talk! Love you gyus! Please make the video about presenting work to the client...

[@AndrejDesignSats]

This happened to me the other day. I was designing logo. After first call, I have made 6 sketches of just the symbol on paper and send them to the client. He said 3 of them where interessting and we agreed to continue with them. After that Ive made 6 design with symbols we agreed on and he said they are all UNACCEPTABLE. Turns out word "interessting" and "continue" doesnt mean he likes it :D

[@thefutur]

interesting should be banned as a word because it doesn't mean anything. interesting good? interesting bad? i don't know.

[@latinillusion00]

Hey guys! I enjoyed this so much, well done, great insight and you guys are so genuine and good directing the call.

[@bennethjohn6068]

Probably the the best stream. I've been there.. Errr! The pain. Thank you guys for this.. Ben also talked about making a free business card design for a friend and you haven't made one yet. Yep. All true!

[@thefutur]

Benneth John been there. Done that. Working with friends is challenging st best.

[@bennethjohn6068]

Ikr! Also because you want this thing to look good because you're working on this for a friend but sometimes it will end up look average because it's free. lol

[@MihaiDolganiuc]

Superb video guys! Like it a lot, I like the role play part. I was wondering when a client approaches you, what is the best way to find out more information about his project ? 1.Send him a questionary that he can fill in ? 2.Have a call with him ? or both ? Thanks.

[@thefutur]

Mihai Dolganiuc have a quick preliminary call. If that's not possible a short email that gets all the the important issues out of the way.

[@jpslr-86]

Gold! Thank you guys!

[@thefutur]

appreciate it. the guys did great don't you think?

[@kartik0016]

Oh Man! I just came out of a really nasty client call. After getting approvals during discovery phase and working very closely with the client's needs, she shows the website mockup to her brother who says it looks "very average" on whatsapp and then she sends me a screenshot of her chat and says "I expected better from you. My brother doesn't like it. My whole family doesn't like it. Fix it." Sorry for venting out here. But this is going to remain with me for sometime. It cost me money, my team feels down and now there's friction. I'm goin to watch this now. Hopefully things will fall in place.

[@thefutur]

watch this before you have a nasty call.

[@UrbanomicInteriors]

Thanks for all the awesome infoonce again! I love how you manage to be completely honest yet kind with clients, without backing down on your pricing and positioning. One thing is irking me though, you seem to be using the term "modern" when I believe you actually mean contemporary. In the Interior Design world, "modern" design actually refers to mid-century modern (1950's era), and not contemporary, which refers to current/trendy. Maybe in graphic design it is different, but I have a feeling it's a misnomer.

[@thefutur]

yes it could be. those terms need to swapped with more descriptive language.

[@edwardamaral6819]

you guys are great

[@NateofDrake]

Great video guys. Very helpful as always. But for role playing phone calls, I wonder if it would be more realistic to put up a divider between the two hosts as they are both reading each other's body languages the whole time. I wonder how it would sound if you were to take that away.

[@thefutur]

good suggestion. we will try that.

[@marioronci5338]

droppin practical knowledge like always

[@thefutur]

ManuFracture #knowledgebombs

[@UrbanomicInteriors]

Do you think it's a good idea to post what your minimum engagement is on your website so that people are somewhat qualified before they even call you?

[@thefutur]

Heidi Helm why not? If you have one shouldn't you let your clients know?

[@UrbanomicInteriors]

Totally agree! *updates web site*

[@rinaldirahardja8449]

Hi! warm regards from Indonesia and I think this video is epic! hahahaha

[@ipelengpitsi2398]

Hey guys Ipeleng from South Africa here

[@thefutur]

hello

[@omargodran6469]

this is epic

[@heyitsreggie]

what a great conversation! thank you guys for sharing your best tips! I need it! :D and by the way I am just curious cause I am planning to buy a new mic set.... what mic and mic stand do you have? where can I buy it? if you can just give me the brand maybe I can find them somewhere online. :D thanks in advanced! Cheers

[@McCloud23892]

How about when you start to design a logo when both you and the client agree on a style, how many revisions should you do? And what happens when the client still isn't satisfied?

[@thefutur]

3

[@McCloud23892]

thank you for taking the time for putting up this great videos and teaching us artist the side of the business as well. Thank you!

[@AustinShelby]

For the role-play call, had the client paid already?

[@christianmagill3829]

Thanks Mathew @ 58

[@reginamccomas4630]

Concord, NC

[@Hal-Gas]

hi @BenBurns at around 48 minutes Matthew states on walking away from the project and charge the client for what it has been done... do you need to state these types of situations on the contract? I believe otherwise the client will ask for full compensation.. did i get this right?

[@thefutur]

A Gas yes. It's best to work out terms prior to work. A kill fee, delay fee, etc... should be worked out in advanced. Consult an attorney.

[@Hal-Gas]

Ben Burns Thank you Ben... really appreciate your in depth, not many people/companies share this types of business details.

[@vedavyasnayak6266]

India, Maharashtra, Pune. Supp!

[@thefutur]

Vedavyas Nayak hello.

[@samthecreator10]

Lagos, Nigeria

[@bysaadmasroor]

Hello Chris. I just came across a website briefbox.me. They have sample project briefs for practice and also offer criticism with paid subscription. Do you think its worth using this site for practice? Thanks!

[@likob99]

how to answer the question " what if i don't like it? "

[@160himanshu]

What if i know only Photoshop Basic?

[@madellynehiroko3282]

West Java, Indonesia

[@thefutur]

Hello Madellyne.

[@madellynehiroko3282]

The Futur hello

[@daniel_lisbona]

Guys i don't want to point fingers, and im a former believer of gender equality. but i have experience some serious shit in our industry, 90% of trouble clients were women who worked in a agency or for a direct client. I think that the advertising industry is very dominated by Men, so Women have to get tough, but sometimes way too tough and even mean. Often i see the insecurity, tomaybe ruining the project, so they break down under the pressure and get very dramatic. Its a very aggressive industry, and if women dont get tough, they get overrun by egoistic colleagues or clients. I had a Job for a Big German transportation company. She did serious mistakes and selled it to her supervisor by pointing at me and accusing me of things i never did. Now i have lost this client, and have no opportunity to talk to her supervisor. So classic.

[@DemiRonin]

Lol you can def tell Matt has absorbed/acquired/copied a lot of Chris' speech mannerisms.

[@thefutur]

if that's true, he's a good student wouldn't you say?