If you get criticism or complaints from a customer and it's rather vague, problem solve by asking the customer for more information.

Be non-confrontational, remember, it's not a personal insult. The customer has been brave enough to be open with you about a problem. It does take courage to complain.

I would rather have a client who is up front with me that they are not pleased with the portrait, than to have them accept the portrait and then complain about it to friends and family. You need them to be completely pleased with both their interactions with you and the portrait, in order to receive future commissions.

I used to do a background shading on my portraits that was in an oval shape. One of my clients told me that that oval shape gave her trouble getting it matted and framed, because her frame shop had trouble matching the curve of the oval. I would never have known that, if she hadn't told me that there was a problem. I stopped doing an oval shaped shading and now usually shade the entire background of a piece.

The "problem" complaining customer is a blessing in disguise!

After saying that a "problem" customer is a blessing in disguise, it's very strange to now write about 'firing' a customer, but here I go.

I think that in severe cases, when you just cannot please the client and you feel the situation is going downhill, then it may be best to tell the client that you are sorry you could not serve them properly and bow out. I think that once you start having negative feelings toward your client, you cannot give them the best customer service and it makes it much more difficult to perform well as an artist. It's important that they get the best artwork and service, so releasing them from any commitment to you is one of the kindest things you can do.

I had a client in the beginning of my portrait business. She was so nice, I was so excited and I really thought that she and I would be friends even after I did the portrait! I really did my best for her, but I couldn't seem to get the portrait like she wanted it. I probably drew a portrait of her nephew about 3 times to try to please her. Man, I was sick of looking at that kid! (not the kid's fault of course). I was really banging my head against the wall, because besides redrawing the picture so many times, the client's personality seemed to shift from super-manic-happy to abusive. It really hurt my confidence as an artist, and I considered quitting.

It turned out she was a chronic pain sufferer from an auto accident. I have some medical work in my background, so I realize how chronic pain and narcotic pain medications can cause people to act erratically, so I don't have any bad feelings toward the client.

What I learned from the situation is that you need to step away sometimes. If a situation gets hurtful, you do not have to tolerate it.Just refund the client's money, tell them you're sorry you could not help them, and move on. Don't keep struggling if it's not working out.

Copyright 2007-2008 Darla Dixon
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