Flaming Crybaby

That is what a client called me. Not just out of the blue of course, and maybe he is right. There is context though, and it started with an overly positive broker reaching out to me.

This is me

I'm usually the counter balance to the over-the-top, enthusiastic approach by some of the more "salesy" slick clients. This dude said he saw some of my samples on Linkedin and said they were some of the most amazing OMs he'd ever seen. OK. "Thanks bro", I replied.

He then asked how much I would charge a "small firm" for a "simple brochure". At this point, the flags were piling up, but I had not determined what color they were. I don't wish to insult people, but why would my pricing be different for a small firm and what exactly constitutes a simple brochure?

We've had the same pricing for years even though I can barely afford groceries at this point.

Because I've been through similar experiences before, I have a ready-made pricing breakdown as shown above. Yet despite this, I gave the guy a break and offered his OM at a price of $149. Essentially 50% off. Big mistake.

I went all out on this despite the discount

I somehow expected him to demonstrate some understanding that at this level of detail, and given the 50% discount, there would not be much room for complimentary revisions. I naively hoped for compromise. The truth is, he loved it. But that did not stop the onslaught of revisions that were to hail via email, phone calls, text, DMs. As soon as I would finish revisions, new changes would emerge, here are some new floor plans, these new photos will make it look better, add more team members. Oops wrong I gave you the wrong contact info, can we make the last page look better?

From me: Steve, please note that we provided a pretty significant discount for this project.  Unfortunately, any additional revisions will be charged at an hourly rate.  Thanks for understanding.

From him: Also, the last screenshot can you please lay out the contact information with all of the firm on that last page. I was trying to mess with it but not looking as good. The information needed is below in the second screenshot. 

This is the exact screenshot given to me to copy

I copy as shown in the screenshot. Then this.

From him: Hi Ricardo, you left out the contact information. On the last page. How are people supposed to call me? Also,  please put lead broker over mine and Escalante's name.  also, under my name and contact it's not co-founder/broker brother it should be Co-Founder/Partner. Thank you. Also, am i going to be dinged for these mistakes on your side? 

I sat there. Dude. I am trying to work with you, I am copying exactly what you are providing in your screenshot. I'm operating at a loss. Now I'm annoyed thinking "Imagine if this deal had financials, rent rolls, comps. With such disorganized gentleman, who has yet to pay for the revision invoice, this has to be put to rest. No more changes. No future projects.

You may ask yourself. Why not set boundaries up front? Why not explain exactly how revisions will work? Why give a discount in the first place? The reality is that I do. I send instructions, videos, canned responses, but it either gets ignored, or people get annoyed. I'm trying my best not to lose clients as this business is hard enough. Client expectation is that the customer is always right. Mine is that we should all have skin in the game.

Ultimately, the client got annoyed at my invoice, at me explaining that we are not the right fit for future marketing needs, at me explaining in detail all of the things that went wrong. All this to be called a flaming crybaby by my former client. A display of character completely opposite to the positivity of 30 emails ago.

The reality is, I have to do better. I have to master conflict resolution for my sake, for my business' sake, for my family's sake, for my client's sake. I am actively seeking solutions and if anyone has any ideas, I am all tears...I mean ears.