An instance that comes to mind for me when not meeting expectations on creating and fostering trust with a client is one I had with a friend who wanted album artwork done. I was working a full time job and took on commissions that interested me. This album had potential to be a very fun and fulfilling project, so I accepted the job.
I worked way too many hours on this project due to the clients not having a full understanding of what they wanted or how they wanted things executed. I helped with forming the album artwork (I shot the photography and created the layout design, so all hands on deck) and everyone was very happy with the end result. I turned over all of the artwork for them to get the print production started on the Friday it was due. That evening I had plans to attend a friends birthday party, so after tying up all loose ends for my project I packed up and went out to my friends celebration.
I ended up getting a frantic text message an hour into my friends party, insinuating I did not properly center the album cover image. I know this was not true, so I stepped aside to phone the clients and best explain why visually it may have looked like it was uncentered. Without having my design right in front of me and physically pointing out the spacing it was nearly impossible to prove there was not a fault with the centering of the design. So, I excused myself from my friend’s birthday and took myself home in order to get on a video call and show them there would not be an issue.
Long story short, after the video call it was determined everything was centered the way it should be. I got no apologies for interrupting my personal time, no thank you for promptly leaving my friend’s birthday to give them peace of mind, and no further compensation for the run around and extra time and energy logged into their project.
Through this example I have learned it is equally important for me to feel trust within my client’s as it is their trust with me. I stopped taking on projects from close friends since it puts a strain on the friendship if things go sour. I also have learned it’s important to go over contracts and what my parameters are (ie: I will not be running around on my non-work hours and cancelling plans just to appease my client. I would not expect that from them, and I won’t be bending over backwards for others in this way going forward.)