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Advise needed - Impatient Customer

This is not really a beware, but I do take commissions over FA for many years.
And a few times I have encountered rude or impatient customers like any other artist.

However, a returning customer lately has been very unpleasant to work with.
Note that it's a Concept Art means...a Reference Sheet, which a quiet large commission and it has been less than a month since he paid for it. But he persistently asks for updates and uses "how are you?" or "how do you feel?" as a scapegoat to ask for updates every, single, day. I had urged him to stop asking not once but twice. I want to let you know as well, that I am very open to answer anything to my customers and will do ANYTHING to assure their satisfaction. But now I get guilt tripped that he has depression and wants to see the commission done today every time he asks for it, or makes analogies that he is my friend to receive a pat in the head to forget what he is doing.

I honestly do not know what is the best approach for this.
Few friends mention the Silent Treatment or tell to stop asking much rougher.

I am feeling a little sad myself now, that this person fell on my commission list and have to deal with it. And since I am very passionate on my drawings to make them look spectacular to make my customers happy...it left me with tied hands.

Any help regarding this circumstance, would be deeply appreciated.

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(Deleted comment)
Jun. 28th, 2017 06:27 pm (UTC)
Why would the client not know it's not acceptable when the OP states they've told them twice to stop?
(Deleted comment)
Jun. 28th, 2017 06:46 pm (UTC)
We don't know how OP told them though, so the client could be more then aware of it, but doesn't care, which happens a lot. That's also assuming the client would even bother to read the TOS.

I completely agree that it should be added, you want things on your side. But I don't agree that the client isn't aware of what they're doing, especially since the client is guilt tripping the artist.
Jun. 28th, 2017 06:58 pm (UTC)
It may be best to simply put in a "Artist reserves the right to cease the commission and issue a refund at their discretion."

What people constitute as harassment can vary. Setting too many scenarios in a ToS can be very off-putting, and make the artist come off as defensive.

With that said, some of this comes down to common sense. It shouldn't have to be in someone's ToS that a client shouldn't pester them day in and day out. Part of this job is customer service, and knowing how to deal with difficult customers.


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