Being a Starving Graphic Artist Sucks

A Creative Freelance Designer's Continued Frustration: Why Can't I Find a Reasonable Online Printer?

A while back I'd written a post about frustrations I've had with online printers and their lack of dependability and good customer service. The post got a good amount of circulation after I'd added it as a trackback to Seth Godin's blog (thanks Seth). In the post I raved about a printer in CA called Overnightprints.com, in fact, I had included them in my preferred vendor section in the Being a Starving Artist Sucks book.

For the most part, I like overnightprints.com:

• Prices are reasonable
• The online interface is intuitive and fairly reliable
• Their customer service reps are generally pleasant and helpful

All of that said, after his print order still hadn't arrived, a good client and friend emailed me yesterday and asked, "Can you check on the status of our print job with overnightprints.com?" I called the company to find some answers. We'd paid specifically for 3 day select delivery for my client to receive their materials on time. I'd placed the order on the 23^rd, but they were going to be delivered until the 1^st.

The customer service rep I spoke to was friendly and was trying to be helpful - but I've always found it funny that the more people have screwed up or don't want to take responsibility for their actions/policies, the more they call me "sir" instead of my real name. Apparently, calling people "sir" or "madam" is sign of good customer service. Well, as you might guess, I was called "sir" a lot during this conversation. It turns out they printed the job late, gave the package to UPS late and they were very sorry.

While I honestly believe that my customer service rep (CSR) felt badly about the situation (she was good), what upset me was that she had to routinely put me on hold to talk to her supervisor on how to resolve the matter - like car salespeople going to bat for me with the dealership manager. Silly.

First she came back and said her supervisor would give me 15% off on my next order. She then came back and said they would credit the account for $43 shipping cost, on apparently their final offer the supervisor said they would issue a refund of $43 for the shipping.

Hmm, let's summarize:

• I paid for express shipping, which we didn't receive
• I spent over $20,000 with these guys over the past 2 years
• The original post has over 300 hits (which means I've driven business to them)
• I specifically recommended this printer to the client, the client is now disappointed and inconvenienced
• I look like an idiot
• I am having to waste time out of my day to chase down someone else's screw up

To compensate me for all of this, they are generously going to give back $43.
Are you kidding me?

Would I still recommend these guys? Yeah, I might, it's a shame there aren't better options out there, and I know people can make mistakes. What pissed me off was that the "supervisor" did get on the phone and talk to me about how she/he could have made this right. After getting off the phone with them, I did realize what I wanted - I didn't want any money, but I wanted her/him to call up my client, admit that they completely fumbled this project and ask what they could do to make it right. Instead we got $43 back.

Look, I wasn't expecting them to give me a Porsche, but $43? Am I crazy, am I expecting too much?

Agree/disagree with what I have here?
Email me or drop me a comment - or feel free to retweet it.

Working with a Freelance Graphic Designer - From a Client's Point of View

I was working with another creative freelancer a while back. I'd noticed she wasn't getting her work done on schedule so I'd sent her email inquiring if everything was okay. She first reassured me that everything was okay. A few more days had passed - no follow up on her past, and of course no progress and I am starting to get worried.

I sent her another email, and she replied with this, "As an FYI, I have a full-time freelance gig and I'm taking classes at the local college as well, so I've already got a lot on my plate. Your project is very important, so please do not fret. I understand your concern, but I'm not trying to create a panic here, I'll do my best to get the work back to you asap."

Hmm, as you might have guessed, I really wasn't thrilled with this reply. In this case I was the client rather than the designer, and I had deadlines and commitments to keep that this designer was jeopardizing by screwing around. Business people frequently comment that this is all too common in dealing with graphic designers (and it shouldn't be). Here are a couple of points you should keep in mind in dealing with clients:

• Clients/your employer won't care about your schedule, excuses or your other commitments; it's unprofessional and a bit amateurish to bring them up. If you have too    much on your plate, don't pick up the project in the first place.
• You'll piss clients off by telling them to "relax". You might not know what kind of deadlines your clients or employer is up against so telling them to "chill out" might not be received well.
• If you've committed to a deadline, keep it. Recognized that you have committed to a deadline and indicate it's important to you as well, saying, "asap" is a cop out.
• I can't tell you the number of times over the years that I've met clients that were upset at their current...I mean previous designer that had poor communication skills, didn't check in and was difficult to get a hold of. If you are strong in these areas, let your potential clients know during the sales process - they love proactive, effective communicators they can rely on.

In fairness, there might have been more to this freelancer's story and excuses, but as the client they're none of my business - my business is...well running my business, so that's where my focus is. You'll find most of your clients with this perspective as well.

In case you were curious, here was my response back, "Again, I know you've got a lot going on - I feel your pain but I've kept the deadlines we agree upon before the project began. If you're not able to hit them because of other commitments I understand but we'll need to make arrangements for you to back out of the project. I'd love to work with you but we need to make sure this is the right fit for both of us."

Eventually I had to let the designer go.

In the Yard Isn't the Only Place this Guy has Fertilizer: How Graphic Designers Should Handle Negative Feedback

I referred a landscaper to a buddy of mine over the last couple of months, in all honesty I didn't know the guy all that well but I'd heard others mention he was good. After the yard was finished the landscaper must have felt he'd done an admirable job: he emailed my buddy and to get a testimonial from my buddy, even though the guy's tools were still strewn all over the yard several days later.

My buddy respectfully replied back in an email that while the landscaping work was competent, there were some areas which made him uncomfortable in providing a testimonial: poor communication, being more concerned with the sale/referrals and testimonial than satisfying the client and lack of integrity.

The email back to the landscaper was tactful, constructive and articulate - I saw the email and I thought it was more than fair.

How did the landscaper respond?
He didn't. He either got pissed off or chickened out.

Instead of seeing this email as an opportunity to make things right and to make a client happy, he dismisses it and the client - and he burns a bridge in the process. This guy's prideful, stupid and he'll most likely end up not succeeding much in business. That's harsh, but it's true. Let's learn from him...

In all fairness, I've received negative feedback as a graphic designer (it happens), I've had clients indicate they were dissatisfied with something, but instead of dismissing the feedback, I took steps to make things right and to make them happy. I've learned through experience that is a golden opportunity for business owners (including creative freelancers) to turn a dissatisfied client into one of their biggest fans, by recognizing the client's feelings and taking appropriate action to make things right (within reason).

When it comes to your freelancing business, do you actively ask for feedback after the project is done? If you receive constructive but negative feedback, like this landscaper did, how do you handle it?  

Pizza Hut Figured Out How Perception Can be Better than Reality. How You Can Apply It to Your Freelance Design Company

I saw Pizza Hut's now offering pasta - sounds interesting...

They're running a commercial on television now where they've invited 50 New Yorkers to a fancy restaurant and told them they were getting first-rate, restaurant-quality food; instead they served they're new, reasonably priced pasta dishes. Shocking, you think?

Well, it's actually not a new concept, and it's not hard to pull off either if you know how to do it: Folger's coffee did this did this years ago. The concept works on the general public (that's why they did a commercial like this) - it  impresses most people...but I am not.

During the 30 second spot, Pizza Hut captures several clips of diners raving how good the food is, of course when they're told it's from Pizza Hut instead of this 5 star restaurant, they're jaws hit the ground. Again, I am not impressed.

Don't get me wrong, I like Pizza Hut, and the commercial's not a bad concept. The reason why they were able to fool people into thinking this was world-class pasta is the same reason why movie popcorn always tastes better even though most people would agree it's not: it's all about perception and expectations.

The diners that were invited to this restaurant expected 5 star food, they were seated at a swanky, expensive table with wonderful lighting, good wine and good company. All of these things give the perception that the food of course will be wonderful as well. Pizza Hut sending a cohesive message that "this is going to be gourmet food"...even though it isn't - they've done everything they can to influence the diners expectations and perceptions - and that approach almost always works in swaying people to a certain behavior or outcome.

When it comes to your business, what expectations and perceptions are you creating for your clients?
Do you help them see that your work is first-rate and worth the money or do that you're an amateur? Perception is everything...how are you perceived?

PS - Thanks to the instructors down at Mesa Community College for allowing me to come in speak to your design students as well as promote the Being a Starving Artist Sucks book...I'll post about it in the next couple of weeks.

Understanding Your Freelance Graphic Design Clients Better: Perception Versus Realty

My fiancé went to the grocery store a few days ago. In addition to the normal goodies, she informs me with a great sense of pride that she found a sugar free caramel topping that I can pour over my whip crème (I eat too much crap and I am trying to be better). Much to my surprise, the stuff was good - really good! After a few seconds the sugar rush faded and I began to think logically again, I thought, "Hmmm, how could something so tasty not be bad for you?"

It turns out we had a couple of bottle of the sugar loaded caramel syrup, so I made a little comparison: it turns out the sugar free "good stuff" was only 10 calories less that the real stuff! Crap.

This got me thinking about people's perceptions though...we as a society think sugar free is good, when it often isn't any better than the real stuff, McDonald's is always unhealthy and Subway is healthy, and that SUV's make you safe and smaller cars don't.

Are any of these true? I am not sure. It depends on who you talk to, I suppose. The point is, they are assumed or perceived true...which often makes them true in the court of public opinion. Reality and perceived reality aren't always the same.

So when it comes to your freelancing businesses what perceptions do clients have about you?
What perceptions do potential clients have about you versus your competitors?
How can you help to shape or reshape their perceptions?

PS - As part of promoting the Being a Starving Artist Sucks book, I'll be speaking this Friday at Mesa Community College to a group of aspiring designers. I'll also have the book available for purchase on Amazon in the next couple of months (I will receive the first proof in the next couple of days).

Demanding, Unfair and Nasty Clients are Praying Creative Designers Do NOT Get a Chance to Read Verbal Kung Fu for Freelancers

FOR IMMEDIATE RELEASE

Phoenix, Arizona, April 14, 2008
For decades creative freelance designers have been frustrated and taken advantage of by demanding and sometimes unscrupulous clients. A look on any graphic design online message board and you'll be able to find scores of designers that have felt they've been taken advantage of by opportunistic clients. Designers are taught fonts, colors and layout, not in school rather than how to handle difficult clients and situations, so they frequently find themselves unwillingly give time and or services away for free. As a result, designers freelance often close their businesses.

Author, Jeremy Tuber, with his first book Being a Starving Artist Sucks has just completed a ground-breaking resource to help freelance designers who are afraid to stand up to inequitable situations and clients. His new book, Verbal Kung Fu for Freelancers - Master the Art of Defense Against Difficult Clients is aimed at helping to build the confidence, and a defensive framework whereby freelancers can boldly protect their rights as designers.

Rather than providing background theory or a just collection of quick snappy comebacks, Verbal Kung Fu for Freelancers - Master the Art of Defense Against Difficult Clients is a system, a philosophy of how to effectively manage difficult situations and clients. The book takes this system and clearly illustrates it through a collection of real life interactions between client and freelance designer. Jeremy will also be featuring an additional audio component to the book (something that's never been done before in this area). In addition to being able to read real life examples of difficult client/designer interactions, these audio tracks will allow freelancers to actually hear and experience exactly how they play out.

Journalists and publications interested in learning more about Verbal Kung Fu for Freelancers - Master the Art of Defense Against Difficult Clients can contact Jeremy at 480.391.0704 or email him at jeremy@beingastarvingartist.com.

Freelancer graphic designers can download a sample chapter of the book as well as apply to receive a FREE complete pre-release copy to review. Complete details are available at http://www.verbalkungfuforfreelancers.

"Something Came Up"...Famous Line that Clients have Used on Freelance Designers for Decades

I was scheduled to meet with a potential prospect a few days ago. After an hour long conversation on the telephone, he suggested we get together at a local coffee shop and discuss more specifically how I could help his company. 15 minutes before we were supposed to meet I received a voice mail. The guy says "something came up at the last minute". He of course reassured me that he "never does this kind of thing" and that at least we set the meeting up fairly close to my office, so it "wouldn't be that much of an inconvenience for me". Nice of him to point that out, wasn't it?

I called the guy back and explained that while I understand things do come up, having the meeting close doesn't make it less convenient. I indicated, "I was en route to our meeting and that I'd scheduled most of my afternoon around it, which will now need to be reshuffled".

I do understand that things come up - perhaps this person had a legitimate emergency, but justifying your actions because "the meeting wasn't far from your office, therefore it shouldn't be a big deal" is presumptuous and ridiculous. The guy did ask to reschedule next week - think I should let him :)

Creative Freelance Designers that have been Bullied by Clients Now have a Solution

Score one for the good guys.

For decades creative freelance designers have been frustrated and taken advantage of by demanding and sometimes unscrupulous clients. I know I have - don't get me wrong, I've worked with some great people but I've also worked for some that were down-right nasty.

A look on any graphic design online message board and you'll be able to find scores of designers that have felt they've been taken advantage of by opportunistic clients. Designers are taught fonts, colors and layout, not in school rather than how to handle difficult clients and situations, so they frequently find themselves unwillingly give time and or services away for free.

If you're in this position, I feel your pain. In fact, I felt so much pain and frustration when it came to dealing with clients that tried bully me I decided to write Verbal Kung Fu for Freelancers.

I got tired of clients: trying to get free services, demanding I provide spec work or insisting that do more work than what was outlined in the project's scope; so I learned to develop a system on how to defend myself against these unreasonable requests. If you're a freelancer you've probably heard them all as well - I created this book to show other designers how to defend themselves as well.

Check back on April 14th to learn how you can score a free review copy of Verbal Kung Fu for Freelancers, I'll be looking for aspiring and experienced freelancers to review this new resource.

PS - Like the cover - don't like the cover...let me know what you think.

They Couldn't be More Wrong - Creative Freelance Designers that are Convinced that Everyone's a Client

A client and a good friend of mine emailed me up a few days ago. She'd read a local press release that I wrote Being a Starving Artist Sucks and was contacting me to say she wanted to purchase a signed copy..."in a few years it might be worth thousands", she wrote.

I am not sure about the thousands part, but I thought, "What the heck?", so I pointed her to the products page and said, "Thanks!"

A few days passed and I noticed she hadn't ordered it...I think I know why. I think she expected the book to be some flimsy 100 page book I threw together and was selling for $9.95. The printed book is just under $100...there is no way in heck that she's buying the book. In all honesty, I can't say I'd blame her, if I was in her position I wouldn't buy it. She's not who I am marketing to, she's not an ideal client/customer.

This book is NOT for everyone, heck it's not even for all creative freelancers. This book is for designers that: have had enough of just scraping by, tired not being paid what they feel they're worth, frustrated that they don't know the insider secrets on handling tough situations and they are willing to work to make things happen. Does that describe you?

This book isn't meant to sit on the shelf, and the freelancers that are purchasing it want a competitive advantage and don't want to just hope they'll become success - they take action and they aren't looking for a quick fix to become successful (they're smarter than that).

Wouldn't it make more sense and make me more money to say this book is for all creative freelancers? No. This book...like your design services, isn't meant for everyone.

When you're marketing, networking and promoting your freelancing services, are you telling people that you'll work with everyone or have you clearly defined who you're looking to support, like I did above (see italicized text)? You'd think that by narrowing your market you'll lose sales, but it has quite the opposite effect: the more you try to be a "jack of all trades" every potential client out there, the less likely they'll be to hire you. The more you've clearly defined your target clients, the more likely you'll be to identify them and attract them.

I only want to support and market to aspiring or experienced freelancers who are really dedicated to becoming successful rather than looking for free, easy answers that don't work - when it comes to your business, who do you want to work with? When you believe could be working for everyone, you end up working with no one.

Why Potential Clients Lie to Freelance Graphic Designers to Make Themselves Feel Better

I met a potential client last week that was referred over by a good friend of mine - nice woman, smart, confident (perhaps a little too confident), but overall a good prospect. After investing an hour with her, she asked that I send her a proposal.

After a few days she called back and said that she talked to her accountant and because of taxes she had no money to hire me. I've heard this story before, the accountant and taxes were a new spin, but I've heard it before.

Even though she couldn't afford to pay me, she insisted over and over that she would hire me at some time in "the future". Funny, the more she promised that she would work with me at a later time, the less likely I was to believe it. There's a lesson here that freelancers need to be aware of: there are some prospects out there that don't care whether they've wasted your time or not, but in this case (like most) I believe we have someone that at temporarily felt badly, perhaps guilty because she knew she wasted my time.

In order to alleviate some of that temporary guilt, the person will make empty promises to make themselves feel better. In most cases they have no intention of ever hiring you.

Sure this sounds harsh, but I've been doing this for a while and I've heard this tune before. It is true that some people are true to their word and they do come back, but we're looking at only about 10%. The rest of them get over their guilt in a couple of hours and forget about you. If you feel it's worth calling the back, make sure you follow up, but if you walk away from this situation feeling, "Hey that's cool, I'll work with them in the future", well all I can tell you is, "...don't hold your breath".

If you want to know how I'd handle this issue, I've got a solution...first jump on my contact list by emailing basas@aweber.com, you'll get hooked up with a couple of free chapters from my book as well. You'll also want to send me an email at Jeremy@beingastarvingartistsucks.com, Subject: Solution to " Why Potential Clients Lie to Freelance Graphic Designers to Make Themselves Feel Better".

PS - A special thanks to www.womendesignersgroup.com, I am getting a lot of traffic from your web site, seems like your members are getting some value from this blog. Drop me a line, and let's see if we have some synergy between us.