Red Fox Media - Video Production - Website Design - Birmingham, AL

Video production is an industry full of variety. In my career, I have covered several different businesses, topics, people, and places. Browse through any video director’s client list and you will no doubt see a broad spectrum of projects. However, there may come a point when you are approached by one of your client’s direct competitors to produce video content. Should you take the job or should you politely refuse because of your existing relationship?

The answer to this question depends on a number of factors - most importantly, the nature of the relationship with your existing client. Here are some things to consider:

• If you signed a non-disclosure agreement with your client, then legally, you might not be able to accept a job from a competitor.
• If you signed some kind of non-compete clause, then you probably won’t be able to take the competitor’s job.
• Let’s suppose you produce a lot of content for your client on a regular basis. And let’s suppose each video requires you to be out on location meeting with your client’s vendors and other people your client does business with. Over time, these vendors might come to think of you as part of your client’s business (even though you, in fact, are an independent contractor). If those same vendors see you representing a competing company, they may take offense and the credibility of your first client could be shaken.
• If your client considers you as their “go-to” guy/gal for production work, they may get their feelings hurt if they realize that you are doing work for their competitor. In which case, they may not want to hire you for their next project. Be careful not to burn any bridges.

Ultimately, the choice you make should be handled on a case-by-case basis, because every situation is different. Obviously, if you have only produced one video for a client, and that project is now five years old, it’s probably okay to accept a job from a competitor.

It also might be helpful to address these concerns with a new client before the first project gets underway. If the new client is looking for a long-term relationship, then you probably need to discuss any non-compete policies the company may have. I know it’s tempting to jump at a good offer when it comes your way, but more important than new jobs are the relationships you have established with your existing clientele.

So now I’ll open the floor for discussion. What would you do in a situation like this? Do you agree or disagree with the considerations mentioned in this post?

We all take pride in the work we do, but our self-confidence can be shaken in a heartbeat when someone responds negatively to a project that we’ve devoted so much time and attention to. The creative world is a subjective one. Someone might look at a video and deem it a masterpiece. Someone else might look at the same video and ridicule it. Criticism hurts, but its affect on our future work can be either positive or negative, depending on how we respond.

• Some clients will always be deconstructive. There might be some clients out there who will never be happy, regardless of what you present to them. If you find that a client is constantly tearing your work apart, without offering any suggestions for improvement, it might be time to end the relationship. Perhaps there is a personality conflict. Perhaps your style doesn’t mesh with their vision. Whatever the reason, it might be time to refer them to someone else.
• Criticism can help you improve. Some clients genuinely want to offer up their opinions to help you create the best work possible. Early in my career I had a client that took a chance on me. He saw my potential and hired me. I was excited to work on the project, but when I submitted a rough cut, I received a call from my client who said he hated it. I instantly felt sick to my stomach. The following weeks were difficult for me as I tried re-cut after re-cut. He responded to each version with a long list of changes. Although the project was frustrating and stressful, I can confidently say that the client helped me improve the quality of my work. Today, my clients are incredibly pleased with the videos I deliver.

Receiving criticism is never fun, regardless of the spirit in which it is given. But we need to use criticism in a positive way. Let it motivate you to view your own work from a different perspective. Let it encourage you to try new things. Let it challenge you to better yourself.

In the world of video production, projects can span several months, depending on the complexity of the job and the amount of people involved. And during that time, a TON of emails will pass back and forth between the client and production company. Whether you work for the client or the production company, it’s important to save and organize those e-mails. Doing so will help both parties maintain clear expectations as the project moves forward.

Defining the Scope of the Project

When a potential client calls, interested in hiring me to produce a video, they usually go over the basic scope of the project. I am always diligent to take notes and ask questions during this initial conversation. As we draw closer to signing a contract, I always send an email, outlining the project, to make sure I understand everything correctly. Having all of these details recorded in an email is a valuable asset, because it’s much easier to reference an email than try to recall what was or was not said in a phone conversation.

Changing the Project

If a video project is under the oversight of a committee, the scope of the job might change several times before the contract is signed. Here again, saving and organizing every email is important, because it can get very confusing very quickly if changes are being made constantly. Contradictions can become a serious problem unless you have an email that you can refer to. Those emails are a clear record of what was said, by whom, and when.

Obtaining Materials for the Project

Many times a client will email me a signed contract. As the project moves forward, they might send me all kinds of materials for use in the video - scripts, photos, links, titles and other graphics, etc. I will always download these to my hard drive and store them in my project file. However, I will always archive the emails containing these attachments, in case something happens to the files on the hard drive. You always want your client to have faith and confidence in your abilities and your work ethic. Having to ask your client to re-send materials over and over doesn’t exactly send the message that you are organized and efficient.

Conclusion

I use Gmail as my email client. I find that when it comes to organizing, archiving, and searching for messages, Gmail works best for me. And it offers plenty of storage space. I usually hold on to conversations for about one year before deleting them, just in case a client needs to refer back to a specific job. Remaining diligent in your record-keeping will be of great benefit to your client relations.

During my high school acting days I remember one rehearsal in particular when my director was giving me specific notes about my performance. I felt that her criticism wasn’t justified and I tried to defend myself. She gave me some advice that day that I always apply to my business. She told me simply to listen to direction and not to make excuses.

In your career as a business owner or freelancer, you will have clients who aren’t entirely satisfied with the work. That can be a harsh fact, because of the pride people take in their work. However, when a client has concerns, it’s important to remember that the client doesn’t want to hear excuses - even when the problem is not your fault. Here are some things to remember:

RESPOND PROMPTLY - Avoiding a discussion with your client won’t make the problem go away. Acknowledge their concerns by returning their call and/or email quickly.

LISTEN ATTENTIVELY - You might not consider the client’s concerns to be very serious, but they do. Listen to what they have to say and don’t dismiss them. Ask questions. Make notes. Show them that you are eager and willing to correct the problem.

OFFER SOLUTIONS - Give your client options as to how the problem can be rectified and assure your client that you will take the steps necessary to ensure satisfactory results.

It can be very difficult to accept criticism, but running a successful business depends on your ability to meet those challenges and satisfy your clients.