Even though the project is becoming unprofitable, it is worth the effort, as you want the outcome to be a happy client. This might mean going back to the drawing board, which will inevitably take more time and lose your money. To make the client happy, throw in extra effort or something that shows you're committed to 'getting it right' and making them a satisfied customer.
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This can simply be drafted in an email (which you archive and keep), or via an 'official' document, outlining all the project objectives. This is a case of 'covering your own ass' a little, so you can refer back in future, should any issues crop up. Once you've nailed down what needs to be done, get it all in writing. Repeat things back to the client to make sure you've got it right – for example, "So I understand that you want XXX.
It's all too easy to misunderstand a brief and go down the wrong route, so make sure you know exactly what they want. It's sometimes wise to start from scratch and re-establish the project requirements. Ask for examples of what they like and dislike about the work. Try and get specifics by asking lots of questions. Don't settle for vague responses such as "I just don't like it". Once everyone's feeling calm, ask the client why they're unhappy and what you can do to fix the situation. This will not only help the client to calm down, but it will also allow you both to talk professionally about next steps. Say how you're sorry they didn't like the initial drafts or designs. Tackle the problem head-on by humbly apologising to the client. Understand that it's nothing personal and that you now have a great opportunity to put the work right. In which case, stay calm and take a step back from the situation. This means we are in danger of responding to our client in a negative manner. We feel upset and offended, which only makes us defensive. After all, it feels like a slap in the face, as it puts our own work into question. It's only natural to want to react negatively if you receive a complaint from a client. If you handle the situation correctly, you could end up winning over your client and demanding even higher praise and respect. If you've got a client that's turned your work down, all is not lost. Bad feedback often leads to great work, as you learn valuable lessons and really push your skills.
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