By Regina Paul
We've all had them, the client that no matter what you do, he isn't happy. You re-write the ad copy or web content for him ten different times. You take his calls at all hours of the day and evening. You read his e-mails even though you know they are just going to be full of complaints. Then there are the clients that when they get your invoice they call you and say, "But I thought you told me it was only going to be $500 why is my invoice for $1000?" or "You know I really don't think you did a good enough job for me to justify paying you $1000, how about you drop my fee down to $500?" or "You know I could've got this job done for half this price using an outsourcing service."
When is too much enough? As a freelancer, you will have to determine what you will and will not put up with from clients with the understanding that one wrong move with the wrong client could cost you other clients. This is especially true if it is a big name client who knows a lot of people. These types of clients have to be handled carefully and with kid gloves, but it doesn't mean you have to put up with abuse either.
Here are some things you can do to avoid these situations all together which in my opinion is your best move.
1. Set boundaries with your clients. The best way to do this is to have set working hours. Make it clear that you will not be answering e-mails or taking phone calls during non-business hours unless it is an emergency. That being said, make sure you provide examples of what is an actual emergency. Otherwise, they'll be calling you when it isn't really an emergency and saying it is.
2. Create a written contract for each job even if it is the same client that you are working with. In each contract should be the terms, and what the client is agreeing to pay you. Each of you should hand sign the contract and each of you should have a copy with both signatures. This protects you both and will help to keep clients from trying to wiggle out of paying what they owe you.
3. Always do your best on a job. If you think you cannot do your best then don't accept the job. Explain to your client the reason for not accepting at this time, and if you can point him in the direction of another freelancer that can help him. Chances are you know other freelancers that could use the work, and they in turn will return the favor.
4. Explain your rates and why they are what they are. You will occasionally run into the client that says you are charging him too much and he thinks he is going to go through an outsourcing service like e-lance for example. If you explain your rates and the advantages of using you and why your finished product will be of a higher quality, sometimes you can change the client's mind. Doing this first means you will not hear about how the client wishes he had used an outsourcing service later on in most cases.
5. Never ever do any work based on an oral contract. While oral contracts are legal, proving them is nigh onto impossible because it is the client's word against yours. This is why a written contract for each job is so important, even if it is the same client and you trust them, it doesn't mean they could not change up later. Trust me, I've had it happen so I know what I'm talking about.
6. Above all, be professional. When you behave professional treating your freelance business as an actual business you will be less likely to attract problem clients. It doesn't mean you will never have them, but there will tend to be fewer of them.
While we all understand that as freelancers our income is dependent upon our clients, this does not mean that we have to take being treated in unfair, and unprofessional ways. Doing the 6 things above will help to minimize the trauma of having the client from hell.
When is too much enough? As a freelancer, you will have to determine what you will and will not put up with from clients with the understanding that one wrong move with the wrong client could cost you other clients. This is especially true if it is a big name client who knows a lot of people. These types of clients have to be handled carefully and with kid gloves, but it doesn't mean you have to put up with abuse either.
Here are some things you can do to avoid these situations all together which in my opinion is your best move.
1. Set boundaries with your clients. The best way to do this is to have set working hours. Make it clear that you will not be answering e-mails or taking phone calls during non-business hours unless it is an emergency. That being said, make sure you provide examples of what is an actual emergency. Otherwise, they'll be calling you when it isn't really an emergency and saying it is.
2. Create a written contract for each job even if it is the same client that you are working with. In each contract should be the terms, and what the client is agreeing to pay you. Each of you should hand sign the contract and each of you should have a copy with both signatures. This protects you both and will help to keep clients from trying to wiggle out of paying what they owe you.
3. Always do your best on a job. If you think you cannot do your best then don't accept the job. Explain to your client the reason for not accepting at this time, and if you can point him in the direction of another freelancer that can help him. Chances are you know other freelancers that could use the work, and they in turn will return the favor.
4. Explain your rates and why they are what they are. You will occasionally run into the client that says you are charging him too much and he thinks he is going to go through an outsourcing service like e-lance for example. If you explain your rates and the advantages of using you and why your finished product will be of a higher quality, sometimes you can change the client's mind. Doing this first means you will not hear about how the client wishes he had used an outsourcing service later on in most cases.
5. Never ever do any work based on an oral contract. While oral contracts are legal, proving them is nigh onto impossible because it is the client's word against yours. This is why a written contract for each job is so important, even if it is the same client and you trust them, it doesn't mean they could not change up later. Trust me, I've had it happen so I know what I'm talking about.
6. Above all, be professional. When you behave professional treating your freelance business as an actual business you will be less likely to attract problem clients. It doesn't mean you will never have them, but there will tend to be fewer of them.
While we all understand that as freelancers our income is dependent upon our clients, this does not mean that we have to take being treated in unfair, and unprofessional ways. Doing the 6 things above will help to minimize the trauma of having the client from hell.
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