How to deal with difficult clients (and avoid them!)
Picture this: You got a contract, the pay is really good, but there is one major problem, your client is invasive, almost stalking you.
You know the type that calls you 8-10 times a day, sends you a truck load of e-mails and even shows up at your place unexpected. Even though you keep telling this client you will make those changes, you even tell him/her it’ll be done by [insert date here]… the phone keeps ringing.
Ok, that example may be a little extreme, but I’ve heard stories like that (even worse), sometimes it can get out of hands if you don’t know how to act/react. Something similar happened to me before, and I learned a lot from it. How can you deal with these folks that seem to never “get it“?
Make Things Clear Before You Start Working
The best way to avoid those situations is to simply tell your client you have other projects you need to work on (you’re a freelancer, you can have multiple clients at once). Tell your client right at the begining, make it real clear.
There is absolutely nothing wrong in saying something like:
Everything will be done by [date], I will keep you updated on how the project is going on a daily basis. If there’s anything, give me a call, if I can’t answer the phone, leave me a message, and I’ll call you back within a couple of hours (make sure you do call him back). If it ain’t top priority, simply send me an e-mail, I check my e-mails 2 times a day, once in the morning, and again around 4pm.
This should give your cell phone a rest. Simply check for new messages every 2 hours or so, if it is urgent, give your client a call. Remember: no one will die if you don’t answer your phone. You have work to do. Also, your client is well aware you won’t reply to his e-mail right away.
Ask For References
Your client will want to see your work, know who you’ve worked for in the past before hiring you. You can do the same. Being a freelancer, you have the right to decline a contract you know!
Maybe you would like to see previous projects, and know who your client has worked with before. Then, if you’re unsure, why not contact some people your potential client did business with in the past?
If you’re polite and you ask nice, I see no reason the person wouldn’t tell you how it was working for this client. I would tell you if it was a bad experience, if I have the right to. I love what I do, so if it went fine, I’ll also tell you, and tell you to go ahead and accept the gig! 😉
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Get Paid In Advance
Why not ask for 50% in advance and 50% when you deliver the project? Make sure it’s in the contract and don’t start the project till both parties sign that contract (oh, and get a lawyer). In most cases everything will go well, but better be safe than sorry.
Some People Never Learn
If you did tell that particular client to stop calling 10 times a day, and you also told him you check your e-mails only twice a day, but the phone keeps ringing… and that client even ends up knocking at your door, expecting you’ll be there (you know, when it’s really urgent… right!!), but you’re right on schedule, what can be so urgent?
That, to me, is like the point of no return. You either make it really clear (clearer this time), and make sure your client understands, or you tell that client you’re not working for him anymore, and explain why. Remember: some people never learn.
Unfortunately, I had to deal with someone like that before, and honestly, the best decision I ever made was tell the guy to go hire someone else. What a relief! But don’t get me wrong, not all clients are like that, it happened to me only once, but once was enough, I learned. 😉
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