The Writing Base

Jason Cohen from A Smart Bear asked about dealing with demanding clients in my previous post about changing client definitions. The points he has raised are excellent and merit an answer through a blog post. We've all had clients that give us impossible deadlines or keep adding specifications that weren't in the original assignment making for countless revisions.

To quote him:

I'm also finding that the customers who remain are becoming more demanding, even to the point of no longer being profitable to support.

So then I'm left with an odd dilemma -- should we keep these customers or not?

You could argue "yes" because eventually things will recover and you'll still have these customers. Also because not being profitable but having revenue is perhaps still better than not having the revenue.

You could argue "no" because not being profitable is the end of the game.

So how do we deal with such a client? Before making any decision about keeping those clients or letting them go, it is important to evaluate your business and its needs. Ask yourself these questions and proceed according to the answers.

Can your business survive without the client's account?

Yes: Let go of your client. Let them know why you're turning down work from them. It is important that a client knows why a freelancer is choosing not to work with them. Even if they don't see it that way, it'll be a favour to them and future freelancers they work with. Be nice and polite. You never know when they might come back to you on your terms.

No: If your answer is no, consider the next question

Can you talk to your client?

Yes: Tell them your problem. Sometimes a client doesn't realize that they're being demanding or difficult. Recently, a client of mine gave me a very lean deadline. I managed to complete it on time but had a lot of trouble. After submitting the work, I told them about it and they were surprised as they didn't realise it would cause me problems. I'd been submitting my previous work well before the deadline so they assumed that I didn't need as much time.

No: Can't talk to your client? Consider the following option.

Set down your work terms

This is something that freelancers should consider from the beginning. Make a 3 or 5 point standard policy about your work so that the next time they send you work, things are clear from the beginning. Depending on the problems you're facing with the client, your points could include the following terms:

• State that the pay being discussed is for the original assignment.

• Clarify that further additions to the work after it has been assigned may cost more.

• Include a fee for rush jobs. State what your definition of a rush job is.

• Include a minimum day figure for turning in rush work. It will save you from being taken advantage of. The client may be paying you more, but that doesn't justify them asking you to turn in 1500 words in one day.

Important: If you're introducing this strategy to your existing clients, then make sure you let them know beforehand. Don't wait till the next assignment to send them a memo. An email updating them the change in your policy will be fine.

It doesn't matter if you're successful or just starting out. Demanding clients can suck you dry. The key is to be assertive and make changes according to the situation as they arise.

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