Managing emotions

Client emotions

As you continue building relationships with your clients, moments of conflict may arise. As a designer, you need to learn when to address something in the moment and when it is better to take time to think through your response. Some conflict may feel directed at you personally, while other moments may be focused on the work or the service itself.

From the point of view of an Account Manager at AR Marketing: Samantha Zeleznik

In a conversation about her experience as both a project and account manager, Sam talked about emotional management. She often acts as the middle point between the designer and the client.

For example, if a client expresses confusion or disapproval of a logo that Allie, the graphic designer, created, their frustration may be directed toward Sam. Sam can then communicate the feedback to Allie in a way that separates the critique from the designer themself. The feedback becomes a strategic redirection rather than a judgment of Allie’s abilities.

Client emotions for self-employed designers

As a designer, it is important not to take critique personally. Accept the client’s feedback, evaluate it, and decide whether contracts, plans of action, or deliverables need restructuring. Always consider your own compensation and boundaries while doing so.

You will also improve at expressing your expertise to clients. Clear communication is part of your professionalism.

Rather than saying, “I like this concept more because yours is too cliché,” try reframing it as:
“This concept connects more directly with your audience because of the associations it creates with blank, blank, and blank.”

This shifts the conversation toward strategy, clarity, and client goals instead of personal preference.