What to Do About a Problem Client
Yesterday I wrote a post called How to Spot a Problem Client, where I outlined some of the common warning signs that a client is going to be more trouble than they’re worth.
But that’s just the beginning.
Today I’d like to follow up on that post by sharing some valuable tips on what to do when you’ve identified a potential client as a “problem client” who is going to take up more of your time than usual or is going to add a lot more stress or frustration to your life than the typical project would.
Obviously, if there are enough red flags to make you want to run away and never look back, do that. As I mentioned before, if something just feels wrong, then it probably is.
However, some situations are manageable with just a few simple steps, and might actually turn out to be not so bad after all.
Assess the Situation
Once you’ve gotten a feel for the client, try to gauge just how troublesome the project might be if you proceed, and estimate how much extra time and energy will be required to make it a success. Once you’ve done this, you can apply the following steps to help you keep your sanity, and your dignity.
Use Your Contract
Make an extra effort to protect yourself by making it painfully clear what is expected of both parties, how many revisions will be allowed before additional charges are incurred, exactly what rights are transferred to the client, etc. Also be sure that kill/cancellation fees are spelled out for various stages of the project. This will help to smooth the road a little and shield you from any future legal action or issues with collecting payment.
Add a “Pain in the Butt” Fee
You may here this referred to by more colorful names, but the idea is to build the extra time you expect to spend into your overall price quote. This will help to make the project much more tolerable if you end up working overtime to please a fickle client, and will make the project worth your energy once all is said and done.
Require a Down Payment
As another protective measure, it’s a good idea to require about half of the final fee up front. While this is good business practice with all your projects, I recommend standing firm on this measure with problem clients who might object. You’ll feel safer about your own situation, and less fearful that they’ll skip out on paying you altogether.
Stand Your Ground
Problem clients tend to ask for more than they are paying for, and it can be a good idea to go above and beyond to make them happy, within reason. If you feel like they’re trying to take advantage of you, on the other hand, use that solid contract that you’ve created to command respect and to justify any additional costs that you think you deserve. Also, don’t ever compromise yourself or your business, no matter how juicy the client makes the project sound. Promises of future royalty payments or world fame don’t ever really bear fruit.
Keep in mind that red flags should be taken very seriously, and that potential “problem clients” should be approached with caution. If you feel confident enough that you can make the situation work, taking these protective steps will help you to increase your chances of not losing your mind. You can learn more about how to handle difficult situations by reading 10 Tips on Contracts and Clients.
How do you approach “problem clients”? Feel free to share your thoughts in the comments.
Related Posts:
- 10 Tips on Contracts and Clients
- How to Protect Yourself with a Solid Contract
- How to Spot a Problem Client
- How to Educate Your Clients
- Things to Consider When Pricing Your Work
Follow future updates via email or RSS.
Another excellent installment. I would suggest an alternative to the “pain in the behind” fee would be to spell out what will be done (say, three sketches and one finished illustration) in the contract, after which an hourly fee is charged for work.
The big plus of this arrangement is that clients who know what they want and work in a professional manner aren’t penalized, those who are pains pay for the extra work, and those clients who decide that the original idea aren’t working and would like you to try something else are also covered. And you get paid a fair price in each instance.
Keep your great blogs comin’
–Duncan
=====================
Freelance illustrator for HarperCollins, PS Publishing, Pocket Books, Solomon Press, American Media, Fort Ross, Asimov’s Science Fiction, and many other publishers. See my illustrations at: http://DuncanLong.com/art.html
Thanks Duncan. I generally do those things for every contract, but a “pain-in-the-butt” fee is sometimes added for the extra hours put into communicating with a more demanding client.
Overbid the job the next time they come to you for work…by about 200% ;) LOL