At Zim Inspired.com, we have been fortunate to work with many wonderful clients who appreciate the value we bring to their events. Our team is dedicated to providing top-notch services, from decor and media to event planning, in Walsall, UK. We serve the entire UK and the world at large. While the majority of our client interactions have been harmonious and fruitful, we have also encountered a few challenging situations. In this blog, we’d like to share some stories that shed light on how to manage rude and abusive clients, the importance of professionalism, and the impact of such behaviour on our team and other organisations.
Story 1: When Professionalism Triumphed Over Demands
Once upon a time, we had a client, let’s call her Emma, who initially seemed polite and easy to work with. Emma had booked our decor services for her wedding but decided to take on wedding planning herself. The trouble began when, two weeks before the event, Emma started demanding samples of our work, something we had never been asked for by an already booked client. We tried to explain that we were working on other events, but Emma’s frustration escalated into a phone tirade.
Despite her rude behavior, we maintained our professionalism and offered Emma the option to find another supplier she trusted. However, we ultimately created the samples, even though she refused to pay for them. To our surprise, on the day of the event, Emma apologized as our work had exceeded her expectations. This story underscores the importance of clear and direct communication and the significance of hiring professional event planners.
Story 2: Managing Expectations through Email Communication
In another instance, a client, we’ll call him John, had booked our videography service. Before finalizing the booking, we took the initiative to ensure he understood our style of work. We sent him five videos to acquaint himself with our portfolio. After we delivered his project, John sent links to videos from more expensive companies worldwide, expressing a desire for his video to look like those. He had initially booked our most affordable package
In this situation, email communication and having a clear contract became crucial. We kindly reminded John of the work he had agreed to in the first place. This story serves as a reminder that email communication is an excellent way to maintain a trail of agreements and expectations.
Story 3: Setting Boundaries and Protecting Your Team
Lastly, a client, whom we’ll call Alex, booked our event planning service. Throughout our interactions, we faced verbal abuse, unreasonable demands, and late-night phone calls. Some requests even came in as late as 3 am, expecting an immediate response. We had to set boundaries to maintain professionalism and sanity within our team.
Unfortunately, the client was unhappy with our boundaries and decided to terminate the contract just two weeks before the event. This move ended up costing Alex significantly more as they had to find a replacement service provider and pay them too. This story underscores the importance of protecting your team and the necessity of standing up against abuse for the sake of maintaining professionalism.
A Reminder to Fellow Business Owners
Behind every photographer, planner, and videographer is a human being with feelings, often juggling personal responsibilities, such as family. It’s essential to recognize that professionals in the event industry are committed to delivering the best service possible, and they deserve respect and professionalism in return.
Sometimes, not all clients are worth fighting for, and it’s perfectly okay to recommend they seek services elsewhere if the relationship becomes toxic. Our experience has shown us that maintaining professionalism, setting boundaries, and considering the well-being of your team are crucial in navigating challenging client interactions.
In conclusion, we have been fortunate to have had the privilege of working with amazing clients over the years. However, when faced with difficult situations, our team has consistently displayed patience, professionalism, and dedication to our work. We encourage fellow business owners to do the same and remember that, in the end, professionalism and integrity always prevail.
