It takes time and experience to learn the best way to handle every client difficulty. But you don’t always have time to wait for that—so let us give you the scripts!

If you’ve ever thought “I wonder how Kris and Donna would handle this”, wonder no more. We’ve given you exactly what we would say in response to 40 of the most common and tricky situations that crop up regularly in design business careers. 

They’re ready to go!

You can tweak them to suit your personal brand or just copy and paste them directly into your email or DM! 

There is an art to responding to client situations and setting boundaries in a way that lands with kindness and respect. 

We know you don’t want to be perceived as offensive or rude. We know you don’t want to hurt anybody’s feelings. And we know you definitely don’t want to damage your relationships with your clients. But you do need to maintain your professional boundaries and your creative control, and it can be a difficult line to negotiate. 

So here’s how to do it! These scripts give you the words we’ve used to nurture relationships with long term clients for many years. They are all yours.   


We know the loneliness you can feel running a graphic design business—sometimes all you want is an experienced mentor or a team to have your back.

Well, welcome to your team. These scripts are your knock on your mentor’s door—exact, specific responses that empower you to respond confidently and decisively to all those confronting situations that arise.

WE’ve got the RIGHT words for you

speak up

A lead reaches out to you, the project isn’t for you and you want to politely decline.

01 

WE’VE GOT YOU COVERED FOR ALL KINDS OF TRICKY CLIENT SITUATIONS:

You have sent a proposal, but now you’ve got crickets.

02 

You have been contacted by a charity or community organisation and you’re not sure if they want it designed for free. 

08

“I’ve got a potential job for you, but I’ll need to hear a few of your ideas first.”

09

You have sent a proposal, however, alarm bells are now ringing and you’ve decided to decline the project.

03 

 “What if I don’t like what you create?”

04 

A prospective client doesn’t want to sign off on the cost proposal until they see some initial concepts.

10

“Can I get your quick opinion on what I should do to improve my branding/website?”

11

A potential dream client reaches out with a super-tight deadline out of the gate.

05 

“Can you just whip this up for me?”

06

“Can I swap {design item} with {design item}?” 

12

“Can I speak to some of your past clients?”.

13

Scripts for new client enquiries

You are asked to present more than one design concept.

07 

When a potential client keeps cancelling meetings.

14

“Can you do this project for free?”

15 

You are asked to discount your services to get a dream project.

16

“It’s more than I thought, I’m not sure if I can afford it right now.” 

20

When your client is late with payment.

21

“How much for a logo?”

17 

“Thanks, I received the quote…will it be cheaper if we remove X from the design package?”

18

Reminders have been sent and you still haven’t been paid.

22

23

“I got a quote from another designer for $XXX, can you adjust your quote to match that?”

19

Scripts for tricky money stuff

You’re putting up your prices and you want to give existing clients a heads up.

Clients are contacting you outside of your preferred communication method or business hours.

24 

Your client has expressed frustration at your lack of promptness in getting back to them.

25

“Where on earth did my client go!?”

30

A client wants to reactivate a paused project.

31

Your client wants to arrange meetings to discuss every little detail.

26

Clients are sending information needed for the project in dribs and drabs.

27

When a client wants to play art director.

32

33

Clients aren’t delivering crucial project assets by the time you need them.

28

Scripts for client wrangling

When a client has DIY’d their design and it’s awful.

A client keeps skipping meetings.

29

A client from 3 years ago reaches out and asks for files that you had previously supplied.

34

When you need to change an appointment time.

35

When you are experiencing a significant personal crisis and you need to put current projects on pause.

36

When a client is unhappy or disgruntled.

38

When it’s time to end a client relationship.

39

A caring response to a client who is going through a crisis.

37

When you need to decline to work with a pesky past client who has come back to haunt you.

40

Scripts for managing client relationships

Our “Nicely Said!” Client Scripts Kit is jam-packed with value and will be an instant elevation to your creative services business.

YOU ARE NOT ALONE IN THIS