Client complaint?

[Geoff Hart <ghart -at- videotron -dot- ca>]

Bonnie Granat reports: <<A client for whom I am converting books to 
Microsoft Word (from PageMaker via PDFs) has complained that I am 
moving too fast and that he cannot keep up. All I did was send him four 
completed manuals over the weekend.>>

It's a useful talent to be capable of distinguishing among the many 
different types of complaint. This particular one sounds more like the 
"I can't keep up with you, and I'm feeling pressured by that, so feel 
free to slow down a bit" type rather than the more dangerous and 
unpleasant "I'm not satisfied with your work and am looking for ways to 
avoid paying you" type. (There are many others, including the 
"compliment disguised as a complaint", which this might also be.)

Then there's the "Portnoy's complaint" use of "complaint", in the sense 
that the client is suffering from something (a complaint, albeit not 
necessarily Portnoy's <g>) and taking it out on you.

Any way for you to confirm which type this one is? Different types 
demand different responses.

<<He asks for a few days so that he can respond to my e-mails. 
Actually, only one e-mail had a question about the sixth book that 
needs a response.>>

Best bet might be to ask him what schedule he'd like you to follow for 
submitting the other work. Try this one first: "I'd be happy to meet 
whatever schedule makes life easiest for you. Thus, I won't send you 
any new files until you send me approval for the previous one and 
request that I send you the next one." This lets you finish the actual 
work on your own schedule and move on to other projects while you wait 
for the client's go-ahead. It also sends a clear message to the client 
that you care about their needs and are prepared to take the necessary 
steps to meet them.

This dialogue thing (discussing problems and coming to a consensus on 
the conclusion)... what a concept! <gdrlh>

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Geoff Hart   ghart -at- videotron -dot- ca
(try geoffhart -at- mac -dot- com if you don't get a reply)
www.geoff-hart.com
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