Do you ever find yourself overreacting to feedback from others about your work? Then don’t miss this essential episode as John and Robin discuss powerful ways of handling your toughest critics.
For free 1-minute business tips with Robin Dickinson, watch BLACK CHAIR Business
Mentoring TV
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Fontfeed.com has an excellent column “Screenfonts” which discusses the use of fonts in movie posters.
Industrial Light and Magic has a new site. It’s quite amazing just how many productions ILM has been involved in.
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24 Responses to this post
February 28, 2010 at 2:37 am |
Excellent!
Very good discussion on a subject that can be hard to manage, taking things personally is a dead end road for sure but when one puts their heart and soul into a project it is hard not to.
The perfect conundrum!
March 3, 2010 at 9:12 pm |
That’s an excellent point you make, Peter. I would never underestimate how hard it is to not take things personally, especially with people who have mastered the art of the aggressive personal attack.
Best to you, Robin
February 28, 2010 at 3:50 am |
I thought this was your worst Bodcast yet, absolutely pointless and of no use to anyone.
Just kidding! I was testing your ability to redirect my negative energy. Great show as always guys! Thanks
March 3, 2010 at 9:13 pm |
Scott, I was telling John that I almost got taken in by your comment! Almost!
Thanks for your encouragement and your feedback.
Best, Robin
February 28, 2010 at 5:23 am |
Great discussion. I think your suggestions to not respond instantly to criticism. I have to bite the inside of my cheeks so as to not respond right away. What is really hard to handle is when the client gives you direction, you follow it to a T, and then when their clients hate the cut, they throw you under the bus.
I am learning to say with a big smile “no problem. What would you like to see?” If they don’t have an answer, I clap my hands and say “Ok, let me show you soemthing else?
At the end of the day, it’s all about the client being happy. Even if I am asked to do a cut that just won’t work.
Again, a great discussion that could go on for hours.
March 3, 2010 at 9:19 pm |
Hey Steve, that’s the voice of experience! It can be tricky to navigate the “Yes-No” client, that’s for sure.
Far better to hold your peace and guide the client to a better solution than ‘take the shot’, feel good few a few seconds but then regret it later.
Happy clients certainly tend to be more lucrative that unhappy ones.
Are they always right? No. But their perceptions are right for them. If they perceive that you’ve got it wrong, either communicate with them persuasively to change their perceptions or do what they want.
Best to you, Robin
February 28, 2010 at 7:08 am |
This is probably the hardest thing about the job. John nailed my biggest pet peeve for me when you get approval after approval after approval, then the last person with approval sees your designs and just casually says “I don’t like the concept”. Unfortunately for some of us, the client is internal. At least with externals you can make them thing twice when you throw on a hefty change request fee. To console myself I keep the versions I felt were finished for my portfolio
March 3, 2010 at 9:23 pm |
That’s smart thinking, Ryan.
Internal approval processes are certainly challenging at times. It’s very good practice for negotiating. The more you can learn about people and what they really want, the more you will be able to get your way.
Best to you, Robin
February 28, 2010 at 9:39 am |
Fantastic series guys! Thought I’d touch on a couple things here….
Interesting you bring up the boss who comes in late in the project who wants to make a change since we’ve probably all had that happen. One way to help avoid that is to get the key decision makers involved as early as possible in the design process. (Was it you or somewhere else that mentioned that?) Seems like a lot of times management wants to put their own stamp on it, just for the sake of change and it’s not necessarily an attack on your design, like John said, they just want control.
I think Robin got it on the head about clients not understanding your vision for the design and a lot of discrepancies arise because they really want to change that “blueprint” midstream. There’s an old but great piece by fast company I’ll link to below about how NASA’s shuttle computer is nearly flawless because of the way their software team blueprints everything out, documents why changes were made, and nothing is changed until the plan is changed. Nobody’s getting killed in our designs because you got a keyframe out of place but I think there’s a few takeaways from how they blueprint their work that we can distill down into our own design… and it’s an interesting read anyway: They Write the Right Stuff
March 3, 2010 at 9:32 pm |
Excellent input, Dave.
Approval processes are much faster and smoother if you have a very clear picture of what all the key stakeholders want, how they want it, and how your deliverable (project, design etc) gives them what they want.
The more time you spend upfront in comprehensively understanding the details of the decision makers and the decision-making process the stronger you can negotiate.
I’m often shocked at how little people know about the decision-makers who literally hold their work, career or business in their hands. Sure, it takes time and effort, but the pay-off is manifold.
If someone has the decision-making power to make or break my success, I want to know how they decide better than they do.
Thanks for your link – very useful.
Best to you, Robin
February 28, 2010 at 9:53 am |
One of the better BOD-casts yet. Lots of practical advice in just 10 minutes or so. Thanks John for taking the time to talk about one of the most difficult issues for any creative pro. It’s never easy to find out that your hard work and creativity -despite efforts to plan- have resulted in a displeased client.
As creative professionals, we often go into that final meeting thinking “wrap up”. It’s a satisfying thought and one that helps us to mentally decompress a bit. So when the client turns it around and tells us -essentially- “sorry, we’re not done yet; this isn’t right,” that is a very difficult thing. Avoiding an emotional reaction (anger, visible frustration, etc), is a serious challenge. I try to remind myself going into a discussion with a publisher or other party, that “there might be more to do”. This gives me a better mindset to respond if by chance the client is feeling unsure about something.
Diffusing that ego-reaction and defensive reaction, and turning it into something calm and focused on moving forward, is the key. Nice to hear two unedited perspectives on this issue from both a creative and business guru. Thanks again!
Cheers,
Dan
March 3, 2010 at 9:42 pm |
That’s valuable input, Dan. From a business perspective, the key will always be to make building the on-going business relationship the priority. The ‘deliverable’ (i.e. current job) always comes second.
Too many times I’ve seen people burn the business relationship so as to be ‘right’ and win the short-term argument. Far better to keep your eyes on the prize – the coveted long-term, mutually valuable business relationship.
Does this mean giving in to a clients every whim? No. It means putting time and effort into developing your negotiating and diplomatic skills so that when necessary, you can push back hard AND keep the relationship.
Best, Robin
March 1, 2010 at 12:23 pm |
Great discussion guys.
I really liked the part about re-directing criticism and not taking it personally.
I currently work in-house for a fairly demanding CD who likes to really nit-pick at the end of any project. (I found previous ‘perfectionist’ podcast very insightful.) I found I was getting somewhat defensive and a little emotional to his feedback. The way he would deliver feedback wasn’t the best either “this makes no sense, this is a better way” things that would imply I was just working away without thought.
What I found that worked from me was to almost “detach” from the project a little during these meetings and realize that I put a lot into it but at the end of the day this piece belongs to the shop I’m working for. I’ll give my advice and do what I feel is best for the project, but not get hung up with how the feedback was given to me.
I found I was also working in my head as this critical feedback was given, how long it would take and how difficult it would be. This would only add to my anxiety. But again, this work is for the shop, so I would wait till I had all the feedback, make an approximation for how much work and time it would take. Then let the CD decide on what was to be done next. This makes them feel they are making a contribution, have some control and I still get paid.
I’ve also been in meetings where another motion guy stormed out basically because of how feedback was given in the 11th hour after working an over-nighter. I stayed and muscled through the rest of this feedback. The project was able to keep moving but I did feel a little of ’should I have left with the other guy?’ Overall, no. What it came down to was that I was able to not mirror this CD’s demeanor or general attitude in this meeting. I was able to get the feedback, and get the hell out.
Ok, this is turning into a book, but the part I found most insightful was ‘letting the comments blow through you’ and not get knocked off balance. I would love to hear more tips like this as to how to handle negative people or comments in a meeting or presentations.
Thanks again guys. Really really liking these BOD-casts. keep up the great work.
March 3, 2010 at 9:53 pm |
Hey J, thanks. That’s an excellent point. The more attached your are to a project or outcome, the weaker your negotiating position.
People get very good at using your attachments against you – to bargain you down. It’s nothing personal, it just works.
One thing I do very early on in a business relationship is seek to understand a person’s primary logical and emotional attachments. This helps me create value for them AND negotiate more powerfully when necessary.
Mental and emotional attachment in the business setting can and will be used against you at some stage. It usually ends up costing you dearly.
Far better to deliver excellence but become detached from the process and outcome. It’s not about you and your feelings, it’s about doing what’s necessary to build an ongoing, mutually valuable business relationship.
Best to you, Robin
March 2, 2010 at 6:33 am |
Agreed – for highly strung creative like myself
– the single best piece of advice I can give is take on board the comments, bite your tongue and come back to it 24hrs later in a more objective frame of mind…
turns out goddamit sometimes the client was actually right..
…equally sometimes it is only the guys at the top of the tree who have the insight/astuteness to see things from a broader perspective… the trick is being able to distinguish btw these guys and those who are just being contrary to make a name for themselves or whatever…
March 3, 2010 at 9:59 pm |
Thanks, Nemo. Yes, it’s about developing a heightened awareness and sensitivity to what’s really going on. Become an expert in reading people and understanding how and why they communicate, and you will reap the rewards.
Human dynamics can get complicated, but they usually boil down to essentials like fear and greed. The more you can learn about what decision-makers want to get more of, and the things they are trying to avoid – and help them achieve these things, the more valuable you become.
Best, Robin
March 2, 2010 at 9:16 am |
Great topic! I have a horrible story where I learned this stuff the hard way!
When I was just young and starting out, I was working on an opening sequence for a client. From the start I had the go-ahead from my producers, and I spent weeks pouring my heart and soul into this project. I felt it would be my big break! To my delight, my producers and co-workers all loved my final project. I was feeling pretty cheeky.
But when the piece was submitted to the client, they didn’t like it. At all. I was crushed.
So I made them a very boring stock intro, they were pleased with it, and that was done. But I had my old original piece that I wanted people to see. So I posted it online, with the caption “this was the original opening to ’such-and-such show,’ it was rejected.” My friends left harsh comments towards that client. “What were they thinking? they are idiots!” “I never like that company anyway!” And of course, that client’s company name was mentioned BY NAME in my piece.
Well, when someone from that company was shown the video, and read the comments, she wasn’t very happy with our production house. Needless to say I was fired that day. Luckily, my producer fought for my job and it was changed to a suspension. But I definitely learned some hard lessons, not only about intellectual property rights, but taking things personally. Don’t do what I did, kids.
March 3, 2010 at 10:03 pm |
Thanks, Chris. That’s a brave and honest comment. What a powerful lesson. We appreciate you sharing it.
Best, Robin
March 3, 2010 at 8:21 pm |
omg, thank you for this! this is exactly the topic I needed to hear right now. I’m having problems with a coworker at work who basically secretly re-designed one of my projects and showed the CD who now likes it and now its her project! I have a very hard time not taking this personally. Not taking things personally and not getting upset when clients change things “just to put their stamp on it” are areas I definitely need to work on. This episode makes me feel less alone!
March 3, 2010 at 10:06 pm |
Hey gotham, it’s real and it hurts. Yep, that’s a given. Take the quick sting as a prod to motivate you to pour your energies into learning as much as you can about people and how they work. Your investment will be well rewarded.
Best, Robin
March 4, 2010 at 9:00 pm |
I like what you guys do here.. Thanks
March 6, 2010 at 10:41 am |
John and Robin, thanks so much for this great episode.
I can echo a lot of what has been commented already – I work as an internal editor and motion designer for a large (and well known) company. I constantly deal with the convoluted approval process where we get one approval after another (and do the work to a state of being ‘finished’ every time) until just one man has complete veto power. But he refuses (or is not able) to give input early on – so we often do a lot of work for nothing. Each person down the ladder of course wants to impress their supervisor and so-on, so there is really no ‘offline’ or ‘previs’ stage. My requests to streamline this process seem to fall on deaf ears. Everyone seems to acknowledge that the process isn’t great, but noone seems to have the power to do anything about it.
Over time I’ve certainly gotten better about dealing with the changes and re-designs that inevitably come up with this, but I have to say – it’s tough to take the high road and put your ego in check when you’re in a room full of ego’s who don’t seem to appreciate the time and effort you’ve given. At the end of the day (or the beginning of the next one) it’s easy to see why it’s best to take the high road, but when you’ve just been up all night working it’s tough to fight through the exhaustion and frustration when a guy looks at it for 30 seconds and “hates it”. The fact that I’m internal (and full-time staff) means I can’t say ‘ok, we can do that but it will cost you $x’ which I suppose might add some layer of comfort to it (or make them rethink just how important the revisions are).
As you can see from my mini-rant even though it is something I’m aware of and that I know I need to work on, it doesn’t seem to get much easier to deal with. Thanks for this video and for giving some tips – I’d love to see this discussed perhaps in even more detail in the future.
Scott
March 22, 2010 at 5:46 pm |
Wow
great topic
I’ve been doing interactive for 16 years and been on the wrong end of redoing 500 screens over night because of too many decision makers and yes it’s frustrating. Lol. We stopped it by limiting sign off as there were 11 people in the chain and that was 10 to many v-p’s of marketing lol.
I’ve also bled my cheek, and ‘even’ failed a time or two at ‘letting it pass’
Your way is better for sure.
I’m moving to where the movie people are and going to be ‘testing’ the ‘let’ it pass – style of working… life’s to short to stress over 1 pixel up no no no 1 pixel down no no no … back to where it was… lol
thanks again
mrmacc
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