How do you guys deal with a fickle client that actually refuses to communicate with you? I have a client who always tells my supervisor they are unhappy with the work but tells me the opposite. when my supervisor asks them exactly what the issue is they can’t answer it. They refuse to get on calls to discuss obscure feedback and they bring up adhoc requests with no context and just expect it done with no incremental scope increase then gets mad when there is one. Help?

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audit trail have them confirm happiness in writing etc

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This.

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My experience is that clients always know what they don't want but never know what they want. If they're not threatening to dump you just go with it.

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Are you the account manager or what's your role exactly? If you aren't the acct. person, they need to step up and manage the acct./client better. If you are the acct. person you need to document everything and make sure that your mgr. is on the same page as you in terms of agreement that you are doing as well as anyone could with said client, and it's just a very difficult client to deal with.

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Do not take the raw client request as the brief. Redo the raw client input with your account planner/strategist to make a new brief from scratch. Make sure it has a measurable biz goal, an actionable insight on the customer, and a way to link the biz goal to that insight. Put itemized deliverables in that brief. Meet with the client and do not proceed until it is signed.

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