It happens to the best of us; a project starts to go wrong. The artist or client isn't happy either with progress or the outcome. What do we do to make sure things don't go from bad to worse?
Prevention Is Better Than Cure
A phrase used in the medical profession and perhaps a cliche, but it's no less true.
Often a project goes wrong because we didn't set clear parameters at the start. Even worse, we didn't get them agreed in writing.
Whenever you negotiate a project with a client, make sure you discuss exactly what the artist or client wants to achieve. Once you've thrashed out the detail, then agree in writing on the following items;
What the artist/client is expecting. Be as clear as possible about this. For example, the project's scope, if you are running a studio and they are booking time for a single, how much time is allowed in the project? Or, if you are mixing, then how many amends are included?
The budget for the project and what that covers. The budget may cover many things, but you need to be clear about what it does and doesn't cover. If there are additional expenses, then make sure this is in the contract.
A payment schedule. This can depend on the client; if you have a new client and the risk is great, it's worth insisting on money upfront as a deposit. Also, discuss and include a payment schedule for longer projects, so you don't have to wait months to see any money. Agree on milestones during the project that releases further cash. The longer and the more costly the project, the more vital this is.
Deadline and timeline if it's a long project. Make sure both you and the client know when the deadlines are, also include some milestones for a longer project to show progress.
What If Things Go Wrong
Even with a contract, things can go wrong. However, there's less likelihood of misunderstanding if you have much of it agreed in writing. If things do go wrong, there are several things to consider.
Own The Problem
The last thing someone wants to hear if there's a problem is that it was someone else fault or indeed responsibility. Own the problem and figure out how you are going to put it right. Issues happen to the best of us, sometimes it's down to technical failure and almost out of our hands. However, you'll earn greater respect by owning the problem than trying to shirk your responsibility.
Blame Comes Later
If things have gone wrong, then the first priority is to put them right. It's almost instinctive to want to apportion blame. However, that can come later. The most pressing need is to get things fixed as fast as you can and to everyone's satisfaction.
Don't Make It Personal
When a client is angry and stressed they can vent their frustrations. It's very easy to think it's personal; it rarely is. The mess might be putting them in a tough spot, too, so even if they are screaming at you down the phone or sending pissy emails, it's important not to let it get to you. You need a clear head, and personalising things messes with your emotions and reduces your ability to think rationally.
Don't Avoid The Problem
If things have gone wrong or are going wrong, then don't avoid the problem. Face it head-on and be as honest as you can with the client as soon as you can. Before communicating any issues with the artist or client, make sure you've got your facts straight. If you've wiped the hard drive with their album on it, then make sure you've done as much as you can to check that before calling them. Ignoring the problem doesn't make it go away; it just makes it worse.
Have A Plan Of Action
If things have gone wrong, then have a plan on how you will put things right. Don’t make the first call until you have some kind of plan, otherwise you are just calling to tell them things are bad. If you call them to tell them things have gone wrong and how you plan to fix things then you’ll get more respect.
This might involve using another studio to help you, or it might mean giving the client their money back. Even if the issue isn't your fault, it may still mean you are the one who needs to put the time and money into fixing it. Make sure you have a clear plan, and then let the artist or client know what that is.
Summary
It's not a case of if but when a problem will happen with a project. Even the most well-planned projects can derail and sometimes for the simplest of reasons.
It's how we respond to those problems that sorts the professionals from the amateurs. Clients are, on the whole, reasonable. If they know you are working hard to get a project back on track, then that's likely to earn you respect in the long run.
Remember, prevention is better than cure. Planning a project and then agreeing on things in writing leaves less room for misunderstanding later; this is critical if things go wrong!
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