How to identify and deal with different client types

1. Prepared For:
A-TECH
How to identify and deal with different
TYPES OF CLIENTS
Karim Yehia
Project Manager

2. IN This presentation we will have:
Quick Types Of Quick
Introduction Clients Tips
Personality
Signs Tips

3. Introduction
Q: Why should you know your clients?
A: Cause this allows you to develop the right strategy to
maximize your interactions with them, and it could save your
time as much as possible.

4. How else this could be helpful?
• This helps you decide whether to accept the job in the
first place.
• This helps you to adjust the contract as necessary.
• This helps to form a good client’s experience in the
future

5. Know your client
But First, there’s someone we need to meet

6. Please all welcome
our dear client
Mr. John

7. The Passive Aggressive
This is the client who is very passive
when you ask for initial input, but
when you submit the finished
product, he attacks it in an aggressive
way.
he had an idea of what he wanted all
along but kept it mostly to himself.

8. How to identify this character?
Communication is mostly one-sided and
unhelpful during project development.
Makes statements such as:
• “I’m not really sure what we’re looking for.”
• “Just do something that would appeal to us generally.”
• “You totally missed the point of what we wanted.”

9. How to deal with him?
Being patient is the key.
• Always expect the last-minute requests for
modifications.
• Keep your original files in act so that you can easily
refine and change it later
• Always make sure that the contract specifies a limited
number of revisions.

10. This is the client whom you have known for years
either through personal or family interaction, and
The Family Friend
this connection has landed you the job.
This family friend believes he deserves a “special”
price and unlimited access to your work.
He may not take your work seriously because of his
personal connection to you.

11. How to identify this character?
He is so easy to identify because… well, you
actually know him !!!
Makes statements such as:
• “Could you just throw something together for me?”
• “I don’t want you to think that just because I know you
I want you to cut me a deal.”
• making jokes like: “You’re going to charge me or what?!

12. How to deal with him?
• The way to deal with this client depends on how well
you know them and how much you value your
relationship with them but remember that anyone who
would take advantage of such a relationship is not a real
friend.
• Always start with a professional, not a personal tone,
and they may follow your lead.

13. This client devalues your contributions
The Under-Valuer
He’s similar to the family friend but the difference is
that you don’t actually know this person.
The funny about him is he feels that he should get a
“friend’s” pricing rate not because he wants to be
friends with you, but because he doesn’t see your
work as being worth that much

14. How to identify this character?
He doesn't respond to questions in a timely
fashion.
Makes statements such as:
• “It’s not like it takes much effort on your part.”
• “Couldn’t you just quick it up; it won’t add a lot for me
anyway”
• “How hard can this really be?”

15. How to deal with him?
Being confident is the key !!!
Be sure of what your work demands and how well you do
your job. The under-valuer will certainly recognize this
confidence.
Don’t back down or concede a point to the client when
discussing your role in the project, by time a standing firm
will establish the professional and respectful tone you
deserve.
If the client does not respond in kind, cut your losses and
decline his project.

16. This client is never fully satisfied with the work
you do and always picks on minor details that
he dislikes.
The Nit-Picker
He usually asks to change the same details
over and over again, DON’T WORRY this isn’t
a sign of disrespect but simply the nature of
the personas he may has been burned in some
other project and he’s now unsatisfied with
everything in his path

17. How to identify this character?
• Complains almost constantly about
unrelated things to the project core.
• Personal looks come with a bite 
Makes statements such as:
•“How hard is it really to [fill in the blank with any rant]?!”
• “I’m not sure about this element here. It just doesn’t
pop!”
• “I don’t think you’re really getting it.”

18. How to deal with him?
Once again, being patient is the key !!!
• Never doubt your skill cause your work will be
repeatedly questioned. this is not about you or your
talent; it is simply his personality so don’t ever take it on
a personal level.
• Once again, protect yourself in the contract.

19. He’s a mix of the nit-picker and under-valuer
The Scornful Saver
but is he actually impressed with your work
and skill set. He criticize you to undermine
your confidence in an attempt to lower your
pricing rate.
scornful saver may understand your work
process but he’s cheap. So, he continue to
cleverly invent complains about the people he
hires in the hope of saving every last penny.

20. How to identify this character?
Takes time to send feedback, sometimes
making you ask more than once to start
negotiating the price.
Makes statements such as:
• “I really like what you’ve done overall, but I’m unsure
about one or two things.”
• “You may not have gotten exactly what we’re looking
for, but you’re close.”

21. How to deal with him?
Once again, it’s about being confident!!!
• Calling the client on some of their tactics could shift
the balance of power over to you.
• Walk away from the project if the disrespect continues,
he’s not the only client on earth.

22. The “I-Could-Do-This-Myself”-er
He makes clear to you that he knows how
to do what he’s hiring you to do but he just
doesn’t have the time to actually do it.
Sometimes he maybe working on the same
firm of you or a related one.
He’s not so easy to satisfy.

23. How to identify this character?
• He’s always (or looks) hectic and rushed.
• Communication from him often takes the
form of short hints.
Makes statements such as:
• “I could easily handle this if my schedule weren’t so
full.”
• “Really? Not sure that’s the direction I would’ve gone in,
but whatever.”
• “Remember, you are filling my shoes, and they’re pretty
big.”

24. How to deal with him?
• Be sure that he had recognized your skills right away,
which is why they hired you
• SUGGEST cause he believes in you that he will let you
run with your ideas, perhaps offering suggestions or
feedback on the final design.

25. He needs to manage every micro detail of
The Control Freak
the project. No matter their qualifications,
no decision may be made without his
personal approval.
He always gets himself in the workflow
since he doesn’t respect the concepts of
boundaries.

26. How to identify this character?
• Initial contact is long, detailed and one-sided,
with little inputs from you.
• Your input remains useless to him as long as
the project is going forward
Makes statements such as:
• “I really know best what is right for the project and what is
not.”
• “This way we can keep in contact 24/7 in case you have any
questions, or I do.”
• “What do you mean, I’m distracting you? I am the only
thing keeping this project on track!”

27. How to deal with him?
• If you must take on this client, for whatever reason,
resign yourself to the fact that you will not be steering
at any point.
• You will be constructing, not designing, so just let go
and let it happen 
• Sometimes, you may exclude this project from your
portfolio.

28. You can consider this client as a myth,
cause in fact he doesn’t exist. Call it John
The Dream Client
the ghost :P
Don’t worry; you’ll be in the driver’s seat as
soon as the project gets underway.
In most cases, he’s timely with responses
and payments

29. How to identify this character?
•Communication shows awareness of and
respect for your role.
Makes statements such as:
• “Here’s the brief we prepared. The rest is pretty much
up to you.”
• “We like what we’ve seen and trust you’ll do great
things for us.”

30. How to deal with him?
• Don’t brag! Just enjoy the ride.
• Hold on to him for as long as you possibly can!
• Prove that you really deserve his trust.

31. But wait…
?
There’s only one golden role
to handle all these types of
clients!
BE SMART ;)

32. Quick General Tips
That any John gonna like

33. TO DO:
1. Justify Your Recommendations In Language John Can
Understand.
2. Include John In The Process.
3. Educate John About Design.
4. Communicate With John Regularly.
5. Always Explain To John His Ongoing Role.

35. Q&A

36. HOPE YOU ENJOYED THIS
What’s Your Message?
THANK YOU
For any inquires or further information please contact me @
E-Mail: kyehia@live.com
Twitter: kayehia