Tell me about a time when you had to handle a difficult or demanding client. How did you manage the situation?

Sample answer to the question

I once had a difficult client while working as a film publicist. They had high expectations and were demanding, making it challenging to meet their needs. However, I managed the situation by actively listening to their concerns, empathizing with their frustrations, and addressing their issues promptly. I provided frequent updates on the progress of their requests and ensured that they felt heard throughout the process. Additionally, I went above and beyond to exceed their expectations by offering additional suggestions and ideas to enhance their film's publicity. By remaining attentive, responsive, and proactive in my communication, I successfully managed to turn their difficult demeanor into a satisfied client.

A more solid answer

During my time as a film publicist, I encountered a challenging client who had high expectations and unreasonable demands. To manage the situation effectively, I employed several strategies. Firstly, I proactively established open lines of communication, ensuring that I was readily available to address any concerns or questions. This not only helped in building rapport but also conveyed my commitment to their project. Additionally, I actively listened to their needs and concerns, showing empathy and understanding throughout our interactions. By maintaining open and transparent communication, I was able to manage their expectations and establish a mutually beneficial working relationship. Furthermore, I implemented a strict organization and time management system to ensure that all deadlines were met and deliverables were of the highest quality. This attention to detail and adherence to timelines helped in instilling confidence in the client, alleviating their previous frustrations. Lastly, I went the extra mile by suggesting innovative publicity strategies and leveraging my network of media contacts to maximize exposure for their film. By surpassing their initial expectations, I successfully transformed a difficult client into a satisfied one, leading to positive word-of-mouth and an ongoing professional relationship.

Why this is a more solid answer:

The solid answer expands upon the basic answer by providing specific examples of how the candidate handled a difficult client. It also highlights their proficiency in the required skills of written and verbal communication, time management and organization, adaptability and problem-solving, and attention to detail. However, it can be further improved by incorporating more details about the publicity strategies and media relations techniques employed to resolve the situation.

An exceptional answer

As a film publicist, I encountered a particularly challenging client who had a history of being difficult to work with. Their demands were unreasonable, and they constantly changed their expectations, making it challenging to meet their needs. To manage the situation, I approached it with a proactive problem-solving mindset. Firstly, I conducted thorough research on their previous films and publicity campaigns, gaining insights into their preferred strategies and intentions. This allowed me to understand their communication style and tailor my approach accordingly. Secondly, I scheduled regular check-ins with the client to discuss progress, address concerns, and provide updates on deliverables. By ensuring clear and consistent communication, I was able to mitigate misunderstandings and manage their expectations effectively. Additionally, I collaborated closely with the client's team and internal stakeholders, using their feedback to refine our publicity strategies and align them with the overall vision. I also demonstrated adaptability by quickly adjusting our plans when the client requested changes, ensuring that we stayed on track despite the evolving demands. These efforts not only allowed me to manage the difficult client but also led to a successful collaboration, resulting in increased media coverage, positive reviews, and ultimately, a successful release for the film.

Why this is an exceptional answer:

The exceptional answer goes above and beyond by providing a detailed account of how the candidate handled a difficult client. It showcases their problem-solving skills, adaptability, and ability to collaborate effectively. The answer also demonstrates their proficiency in the required skills and qualifications for the role of a film publicist by referring to research, clear communication, and alignment with stakeholders. However, to further enhance the answer, the candidate could provide specific examples of media coverage achieved and the overall impact on the film's success.

How to prepare for this question

Reflect on past experiences dealing with difficult clients and identify key strategies that worked effectively in managing the situations.
Familiarize yourself with the film industry and media landscape to demonstrate a basic understanding during the interview.
Highlight any experience you have with social media management and content creation, as it is a desired skill for this role.
Practice active listening and empathy, as these qualities are crucial when handling difficult clients.
Prepare examples that highlight your attention to detail, time management, and problem-solving abilities.
Study different public relations strategies and campaigns to showcase your knowledge and creativity.

What interviewers are evaluating

Written and verbal communication
Time management and organization
Adaptability and problem-solving
Attention to detail