The Never-Ending Client

Occasionally, as a freelancer you will encounter a client that stick to you like lint to felt and may be frustrated by what to do. I recently had a client who hired me to do a small job which I turned out for him in a couple of days and which he said he really liked. However, rather than paying the balance due, he kept coming back with little niggly things. Could I change the emphasis on this? Could I shorten it to accommodate more formatting tags. Each time, I did as he asked but he kept coming back. Again with little things.

But little things add up

The problem wasn’t the requests so much as the client’s apparent refusal to accept that the work was done. He felt he could freely change his mind and I would willingly continue to make changes ad infinitum.

Coming from (originally) the hospitality industry, the concept that the customer is always right has been ingrained in my mind. So my tendency is to bend over backwards to accommodate my clients and make them happy.

However, there comes a time when you must put your foot down and gently tell your client you fulfilled your end of the bargain. It’s unfair for the client to keep adding things to a job that strictly speaking weren’t part of the agreement.

What to do

If you have such a problem with a client the following may help you:

1. Before you take on a job you must define the parameters of the work. A contract should do this for you.
2. Resist the urge to keep working until the client is happy. Of course you want your client to be satisfied with your work and you should always strive for that. But some people will take advantage of your good nature and have you working forever on a project because they changed their mind mid-stream.
3. Gently get the client to accept responsibility for changing their mind. In the kindest yet firm language you can muster you need to remind the client what the agreement was and the parameters of the work established before you began. And show them that you fulfilled your end of the agreement.
4. Worst case scenario, refund their money. No freelancer likes to do this, especially if the work is already done and has been given to the client. However, it may be better to give a full or partial refund rather than have a noisy, complaining client out there in cyberspace trashing your rep.

One of the pitfalls for freelancers, especially when first starting out is that they are so happy to get a job that they often don’t take the time to specify the parameters of the work and find themselves in this situation. However, if a job that should take four hours ends up taking twelve hours then you can easily end up making less than minimum wage.

In my case whenever I run into a snag like this I review my policy and terms and refine them to include the snag so that they don’t reoccur. Freelancing like any business is a matter of trial and error and refinement.

In the meantime, here is a decent sample of a contract you may want to use as a template for freelance writing gigs.

How about you? Have you ever had a never-ending client? What happened? How did you handle it? Did you change the way you operated your business because of it? Feel free to share your tips in the comments.

WC

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Nine Work Hacks for Freelancers

freelance hacks

I’m a freelance writer by day and mystery writer by night. Thus far my day job has put food on the table and paid the bills. Good, yes? It’s not easy being a freelancer and sometimes you may feel that sticking your head in the oven is more productive than trying to be your own employer – but there are good days too.

And though there is a lot of advice out there about how to succeed, get ahead and make gobs of money as a freelancer, there are some basics that rarely get mentioned. I’ve tried to put into a lot of sage advice from the so called experts with mixed results. However, I can give you a simple list of what has always worked in my freelance business.

Be Nice. Now, I know you’re probably saying, “Duh, of course.” However, you’d be amazed by how many freelancers aren’t nice. They don’t answer your inquiries; they are impatient, sometimes even rude. Or have a take it or leave it attitude. I get all kinds of inquiries, often ones that have nothing to do with freelance writing services but I try never to treat anyone disrespectfully or make them feel stupid. If someone contacts you and you can’t help them, tell them so nicely. If possible refer them to a person or a website or other source that may help them. You never know when you might encounter that person again – and if so, it may be you needing the help or a favor.

Be Responsive. Again, you’d be surprised by how many freelancers (and businesses in general) simply don’t respond to your inquiry. It’s as though they expect you to chase after them to prove you’re really serious about wanting their service or product. I know there are some marketers out there who advise you to do this, to make yourself or your business appear exclusive, etc. To that I say, hogwash. People who voice an interest in your service or product deserve a response. If you don’t respond promptly and politely to inquiries, soon you may find that no one voices an interest at all in anything you have to offer.

Be Generous. I constantly get emails from clients or past clients asking me about things that strictly speaking have no specific connection to the service I provide. For example, I have clients ask me all the time what I think of product images or names, or slogans or logos. My services don’t cover any of those things – but it doesn’t hurt me at all to take the two minutes to respond to them. And it makes the client happy and feel that you care. So how can a happy client be a bad thing? Clients remember providers who are generous with their time and attention and are more likely to come back to them when they need the services they provide.

Be Honest. Sometimes clients are going to ask you questions or for an opinion you don’t want to go near. It’s uncomfortable when a client sends you a link to their new website, which is a disaster and asks you what you think. Or a logo, or a product, or whatever. However, they are asking you because they respect your opinion. So be honest, (not blunt, or mean) tactful, but honest. They will appreciate it and you won’t have to feel guilty over blowing smoke up their skirt.

Ask Questions. Too many freelancers just say yes, yes, yes in order to get the gig. In fact, I’ve seen experts tell you to do so – explaining that once you get the job, you can figure out how to do whatever you’ve been hired to do. This is just playing with fire. Sure there is a certain amount of winging it that occurs in freelancing but you’re better off asking questions, questions and more questions to determine if you can truly help this person than to just say yes and hope for the best. If you don’t or can’t deliver in the end, not only will it cost you money but your reputation as well.

Listen. We have so many gadgets talking to us at all times – TV, radio, smart phones, texts, social media, blogs, advertisements – talk, talk, talk, talk. And all of us just talk louder so we can be heard above the talkers. Yet listening has become somewhat of a lost art. It can be hard to take a breath, close your mouth and just listen to what is being said but it can also save you an enormous amount of time and work. Listen to what your client is saying, repeat it back to them, so they know they’ve been heard, write it down so you remember what was said. So much easier than sending ten emails asking the same question over and over again. And less irritating to clients too.

Give More Than Expected. In other words, exchange in abundance, go the extra mile, show that you care. For example, a client emailed me saying his product was flying off the shelves and he couldn’t quite figure out why. Clearly, he wanted to know but didn’t know how to get the information. I suggested he send out a survey to customers who recently purchased the product and suggested 3-5 questions he could ask. He didn’t pay me for that, nor did I expect him to pay me. I simply wanted to help him. It was just an idea and I have 100 of them every ten minutes, so no big deal to me. To him, it might have been though. It’s perfectly fine to make a contract with someone and fulfill that contract to the letter without giving less or more but it won’t necessarily win you any fans. You’ll gain a reputation of being fair. That’s fine. But if your client later finds another provider who offers as good a service as you but is just a little more generous with their time or attention, who do you think she will hire for the next project?

Be Sincere. And by that, I mean be yourself. As freelancers, especially if we handle our businesses largely online, we may develop what we think is a professional demeanor. But in fact, makes us seem cold or distant. While you certainly want to be taken seriously, it’s really okay to make a joke or even swap recipes (yes, I’ve actually done that) as long as your work and work ethic is professional and you deliver what you promise – being yourself should really be okay.

Never Accept a Project Just for the Money. Look, freelancing is hard. And usually it’s feast or famine. Either you have no work or more work than you can handle. So during the lean times when a prospect comes to you, of course you want to land the job – baby needs new shoes, right? However, if you look at the project and don’t honestly see how you can help the person, say no. For example, I’ve had prospects come to me and ask me to rewrite content or a product listing. In most cases, I definitely see how I can help improve what they have – but sometimes there’s nothing wrong with what the prospect wants improved. Instead of accepting the project I tell the client that I honestly don’t feel I could improve what they have and that perhaps it is some other element in their business model they need to consider. My goal is to help my clients improve their situation so they can succeed – if I don’t feel that my service will do that, I say so. Believe me; it makes life so much easier.

I know these are very basic and maybe not news to many of you, but like that little black dress you keep in your closet that can be dressed up and dressed down, depending on the occasion – basics are the new black.

What about you? Do you have hacks that help you in your freelance business? Feel free to mention them in the comments below.

Writer Chick

Copyright 2015

We Wish You a Merry Business

merry businessGranted, not my best attempt at a parody, but I had fun with it.  Maybe you will too…. 🙂

We Wish you a Merry Business

We wish you a Merry Business
We wish you a Merry Business
We wish you a Merry Business
Without any scares.

We wish you a Merry Business
We wish you a Merry Business
We wish you a Merry Business
And demand for your wares.

New markets we dream
for you and your team
Good profits for Business
With money to spare.

We wish you a Merry Business
We wish you a Merry Business
We wish you a Merry Business
That covers healthcare

Good clients we send.
And bankers who lend
Good profits for Business
And pricing that’s fair.

We wish you a Merry Business
We wish you a Merry Business
We wish you a Merry Business
And a big market share.

We wish you a Merry Business
We wish you a Merry Business
We wish you a Merry Business
And the CEO’s chair.

We wish you a Merry Business
And success that is rare.

Writer Chick

copyright 2013