Sooo, I have a pretty great track record for clients liking my first design draft. We chat, work it out in brief, I draw up a few draft ideas and BAM, they love it.... Except for Client X.
In the last 3 years I have had 2 of these, and they have me completely baffled. The clients who is so nervous about telling me they don't like the first draft that they completely avoid me... Despite agreeing to a contract and despite the fact that I tell my clients that I would love to hear any feedback, even if it's to tell me they hate what I've done. (Doesn't happen, but I like to put it out there that I'm open to criticism.)
I'm not really sure what to do here. I mean, I'm getting paid for the time already spent on this logo, but I don't like to leave a client unhappy. When we last spoke, we already had a quick sketch in front of us of what she wanted that she seemed genuinely happy about before I did the thumbnail variations... but now, she won't respond to emails or phone calls and her mother (a long term client of mine) was the one who had to let me know that she was unhappy with the result, but didn't say why... and all I can think is: 'but it was just a set of thumbnails of the logo, with colour variations, to see which direction she wanted to take it...'
I want to resolve it, but my boss is willing to just get paid, let it go and not bother. Has anyone else had this, or something like it, happen?
Logos can be strange beasts. Alot of clients unfortunately tend to do their homework after they see round 1 eg. they now have something to email off to friends and family for feedback.
My only advice is to get a comprehensive and verbal written brief and work closely to provide them what they asked for (sounds like you did), then provide them with a presentation including detailed written justification of strategy behind it. leave no stone unturned. at least then they have to completely change their mind.
So far, it has gone unresolved. My main gripe at the moment is that I can't get in contact with her to resolve the problem. We're being paid for the time spent on the logo, but I honestly don't like the situation.
The mother is a very busy CEO and I'm almost finished working with her on a very large report, so once that is done, I hope that she will have the time to go over it with either myself or her daughter.
My assumption is that despite thinking that she knew what she wanted, once sthe client saw it she changed her mind and doesn't know what to do now, and doesn't realise that this is precisely what I've been hired for...
Hmmm it's a difficult situation. Since you are on good grounds with the mother, maybe you can ask her to persuade her daughter to communicate with you. Allowing your client to pay for a design they don't really like will leave a bitter taste in your mouth.
I hope you can resolve the situation somehow
::Allowing your client to pay for a design they don't really like will leave a bitter taste in your mouth.::
why??? they misjudged it, not her - i don't get this attitude
they probably know little of the process, you provided a service, they misjudged it, they liked the initial concept, you have made the effort to talk about it, they have not responded, take the money, move on
get's up my nose where we should feel bad about getting paid in this type of situation, try it with an accountant, plumber, they'd laugh in your face