October22
I’m blessed - I truly have wonderful clients and I’ve reached the point in my career where if I don’t want to work with someone, I don’t. It took a little while to get there and to learn that there’s tremendous value in saying no.
That being said, sometimes trouble rears it’s ugly head when you least expect it. Here are a few things to look for and how to handle them, or handle them better than I did:-)
#1 Incomplete Ian. This is the client who fails to give you all the information you all the information you need to get a job done properly - even when you provide a three page questionnaire - and then yells at you. What I did - told Incomplete Ian that we’d redo the content. What I should have done - charged him for my time. What I will do - never work with Ian again.
#2 Late Changes Charlie. Don’t you just love a client who two days before a project is supposed to be delivered, changes the scope of the project! AAAAGGGHHHH! You already have 99% of the project completed, if not the entire thing and they do a 180 on you. What I did. Told the client I didn’t have time for this nonsense and gave Charlie his money back less expenses. What I should have done - exactly what I did.
#3 Are You Some Kinda Moron Mary - I admit, I have a sensitive spot for people who condescend. And when a client criticizes the intelligence or experience of me or any one of my team member - I tend to become hostile. What I did - I’ve actually had to handle this differently depending on the circumstances however both instances involved:
- Telling the client that we couldn’t work together unless communication was productive (now who’s being condescending) and
- Giving the client the benefit of the doubt. I know I know, why give someone the benefit of the doubt when they’re being mean? Well, because we all have bad days and it’s easier to give a driver in a passing car the finger than it is to deal with what’s really troubling you. So if a client feels like giving me the finger then I’ll shake my head, scold them like a child and not let it happen again.
#4 No Experience Erica. This is the person who has never worked with a writer before and wants you to hold their hand through the process. This usually involves checking in daily to see how things are going, changing the project 75 times, and then looking for you to tell them how to best use the content you’ve just created. Now I know everyone has to start somewhere and I often will do what I can to placate and educate a client however what I should do is charge by the hour for consultations and coaching.
There’s also Negotiating Ned, Know it All Nancy, and my favorite - My Budget is Tight Barry.
All that being said the problem client rarely occurs and when they do, the best course of action is to treat everyone as professionally and courteously as possible. That doesn’t mean you need to work with them, however I’ve had some ‘problem clients’ turn into wonderful clients simply by listening, setting a few ground rules, and being the best service provider I know how to be. There’s something to learn from everyone and every situation.
Happy Writing!