When To Walk Away From A Client

You work hard to get photo and prop styling clients ~ you really never want to think about walking away from them.  But, sometimes (& for different reasons) it will be necessary.   I know it’s counterintuitive ~  you're trying to get styling clients, why would you walk away?  When it comes to that ~ deep down we really KNOW when we should stop working for a client.  At first it can be the little things, but then grows into bigger reasons.  Oftentimes, there are warning signs before you accept a photo styling assignment or after you have taken assignment and are in the midst of working for the client. 

Clients not right for your business (or “challenging”) clients can drain your time, finances, spirit/passion and energy.

First, you need to pro-active to lessen the chances of feeling you have to “walk away” in the first place. You will often get a feeling in the discovery meeting or pre-production process.  It’s a “this is not gonna work” feeling.  When you feel it ~ listen to it.   It’s often the “indicator” of how it would be to work with the client.

WARNING SIGNS IN DISCOVERY OR PRE-PRODUCTION MEETING

▪︎  Asking for discount on your styling rate
▪︎  Not being clear about visual vision of project
▪︎  Too many people making decisions
▪︎  Unclear on project bench marks and timelines

WHAT YOU CAN DO SET EXPECTATIONS BEFORE PROJECT

Speak to Your Preferences and Boundaries.  Be clear on your workflow process.  This includes your communication preferences (is it DM, Zoom, Email?) response times you (& they) expect, your time availability both in studio/location assignment as well as “off hours” availability. (Example:  Is it ok to contact you after 5:00 pm for anything?)  Compromise ~ but also ensure it's balanced and fair to both you and client. You want your clients to value and respect your time.  (Don’t let them dictate.)

Scope of Assignment.  Be clear about what happens when tasks/duties go beyond what was originally agreed/discussed. (This includes additional hours, payments, etc.)  I find “scope creep” to be in the Top 3 concerns of Photo and Prop Stylist coaching clients I have and of creative colleagues.  

Use a Styling Services Contract.  I have spoke to alot of Stylists who do not use a contract.  A contract ensures you are taken seriously and you a professional.  Don’t worry about giving your client a contract. There are many Client Management Systems that will make it easy for you.  Contracts are necessary and important.  I speak about them more in length in Photo and Prop Style Business Policies.  Also, I'm a believer in "your preferences can become your policies" approach.  You are allowed to make your own policies ~ you do not have to adhere to "industry stardards".  You'll find me to be a bit of a rule breaker on things round' here!  (We have a Styling Services Contract in our Shop if you need one.)

YOU TOOK THE ASSIGNMENT, NOW WHAT TO LOOK OUT FOR ON THE JOB

▪︎  Late payments
▪︎  Unrealistic expectations (or demands)
▪︎  Unrealistic expectation to job budget
▪︎  Ignoring timelines
▪︎  Rush requests
▪︎  Unprofessional, abusive, disruptive
▪︎  Disrespect of talent or qualifications / expertise
▪︎  Don’t see your value
▪︎  Disregarding feedback
▪︎  No communication with decision maker
▪︎  Micromanaging minor or insignificant items

and one of the big ones (that will seriously effect you getting the job done and moving on to another assignment (& maybe one you have already been booked and scheduled for) This one will set you back on timeline and will effect your bottom line (money!) as a photo stylist and it is . . . 

GHOSTING

If your client stops returning calls, answering emails or responding to you, this effects your ability to work on/finish styling assignment so you can go on to other assignments for other clients.  (Make sure you are charging for long time lapses.)  This, again is where a Styling Services Contract is extremely important.  You contract will address and tell client what will happen (via contractually) if this occurs.

If this happens and it delays your project and you have a contract with another client, your contract will give you right for collection of payment due to you and be able to wrap up your commitment with them and go to your next client.  (We never want that to happen, but you have to protect yourself/your business.) 

** This possibly speaks about what we talked about above in WARNING SIGNS IN DISCOVERY OR PRE-PRODUCTION MEETING ~ Not being clear about visual vision of project.  It could be that they are just unsure of direction and they hired a creative team and stylist too soon and are having regrets or have difficulty making decisions ~ so they are ghosting.  (We have a tendency to take it personal.  Sometimes, it is not you ~ it might be them.)  

AS IF THESE ARE NOT ENOUGH, 4 Signs It’s Time to Walk Away:

You Feel Procrastination and Dread.  Styling is an amazing creative and wonderful career!  If you find yourself procrastinating or feel anxiety doing anything related to the assignment ~ it’s time to walk away.

You Are Not Making (or losing!) Money.  You have added up the hours you have worked on project and you are not making anything!!!  Again, scope creep!  Don’t let the “creep” get ya! 


You Have a Conflicting Vision.  As your styling business and target client grow/change, sometimes a client will no longer fit in your vision for your business. If you have been working for a client for a long period of time (example: years) you could no longer feel in alignment with them and their brand/company.  OR the same for them, they have evolved and grown in a different direction and the type of styling you do does not fit their brand any longer) It can work either way.  Recognize it when it is happening.   It may be time to walk away.

Your Mental Health Suffers.  We all need a work-life balance.  Don’t let a client take over your life and give you anxiety.  If you are answering emails into the evening, doing hours and hours of extra tasks, working with someone that is not good for your mental health and self-esteem. It may be time to walk away. You may reach a point when no amount of communication will fix it. At that point, walking away from a client becomes the best path forward for your business growth and mental health.

TYPES OF PERSONALITY TRAITS TO BE AWARE OF

Perfectionist.  They feel projects never reach their impossible standards, get caught up in tiny details that may not matter and often want to “re-do” and edit to “perfection”.  We, stylists have to be mindful of that striving for perfection in our styling career too.

Insecure. They ask alot of and repetitive questions and ask for reassurance on direction, choices, vision, styling ~ everything.

Unorganized.  They find prioritizing tasks challenging, forget discussed topics, drop the ball on either tasks or communication.

Unrealistic. They have challenging time knowing how long a task my take, visibility, or difficulty of getting an item.

We always have to think about how OUR traits effect our business as well.  While we can't be perfect, here is an overview of some of the skills and traits needed as a photo stylist.

 

TIPS TO WALKING AWAY SUCCESS

Best business policy is to fully communicate throughout the assignment with them.  Don’t try to “let everything go”, say to yourself “I don’t want to lose this client” or stew about anything. (THIS will enviably effect your styling, creativity and mental health.)

Don’t take it personal or as a failure on your part.  This is just part of business ~  sometimes you have a wonderful working relationships with clients (& people) and sometimes it’s challenging.  I have ALWAYS learned more for the challenging ones.  I learned to:

▪︎  Pre-communicate better
▪︎  Foresee before accepting job, the “warning signs”
▪︎  Troubleshoot challenges
▪︎  Charge for delays on my schedule.

 HOW TO WALK AWAY FROM CLIENT

Don’t Do It Via Email.  Have the utmost courtesy and respect and have the conversation in person.  You may be fearful, but in the end you will be thankful for the conversation.  Much can be misinterpreted via email.

Schedule Meeting.  Schedule a meeting to “walk away”. Frame it in a mutual acknowledgment rather than ending the relationship and “walk away”.  Saying . . . “I believe finding a better suited stylist to meet your needs makes the most sense long-term.”   Be careful not to show frustration, accusations, blaming or insulting.  You don’t want to end in a negative way that would effect your business and reputation.

Do Not Vent.  Best policy is not to vent to and talk to others on set, in the studio (or anywhere) Keep your feeling and communication directed to your client.  You do not want a reputation of airing out any concerns or dissatisfaction in any way.  (I know this is difficult because you work with other creatives and have relationships that you feel comfortable with.) 

Honor Your Contract ~ Never Abandon a Client.  Honor existing commitments.  With the exception of ghosting mentioned above, you always want to finish a project. (** even then you want to encourage the client to stop "ghosting" and respond so you can finish styling their project.)

 
IN THE FUTURE 

Know that not every client may not be long-term. (& that’s ok. We learn, hone our craft of styling and our business sense along the way.  Finding clients that will align with your work style and business vision takes time ~ and sometimes you have to walk away.  

Take an internal look at what happened.  Did you maybe give them reason on why you would not be hired back.  Self-reflection is a good thing ~ it helps you grow.  

Also, in an ideal situation, you could point them towards someone else you know who would better suited for them.  (I HAVE done this with a long-standing former client of mine.)  Only, of course, in a situation of better styling fit ~ NEVER to a “nightmare client”. 

Walking away can be a defeating and sad experience.  You could start to think . . . Is this the right career for me, I'm a good enough, etc.  Don't let that happen ~ create a smile file with all the great things you have done and what people have said about your work. Start collecting those in a file for when you need a boost!

Bonnie ~