We have all been there. You have just finished a massive weekend of installs. Your feet are aching, your hair is a mess, and you have finally sat down with a hot coffee to scroll through your photos. Then, the notification pings.
It is an email from a client, and the first line is: "I am actually quite disappointed..."
Your heart sinks. You might feel a bit sick, or maybe even a bit angry because you worked so hard. But honestly? It happens to the best of us. Even after years in this game, we still get those messages that make us want to hide under the duvet.
Don’t reply yet!
When you are feeling defensive, your fingers want to fly across the keyboard to explain why they are wrong. Put the phone down. Finish your coffee. We have learned that the "angry reply" never helps.
The "Real Talk" Moment
Usually, when a client is unhappy, it is because what they saw in their head didn't match what was in the room. Maybe the pink was a shade off in their dark venue, or a balloon popped ten minutes after you left. It feels personal, but it is just part of the job.
How we handle it
We try to be as real as possible. We say, "I am so sorry it wasn't what you hoped for." We don't make excuses. We just listen. Sometimes they just want to be heard, and sometimes you need to find a way to make it right so you can both move on.
The Silver Lining
Every "bad" email is actually a tiny bit of help for the next job. It teaches us to be clearer, to check our mechanics one more time, or to be more honest about what a colour looks like in real life.
Don't let one unhappy message ruin your vibe. Learn what you can, and get back to creating. We are all in this together!
Love, Denise & Audrey