Whether you’re a writer, designer or developer, chances are you’ve come across at least one client or co-worker that makes you worry deeply about the human race. The more paranoid may be convinced they’ve been set up and TV cameras are following their every reaction, but the chances are that yes, it is really happening, and no, it’s not a joke. Absurd requests, unholy contact times and refusal to pay the agreed amount are just the tip of the iceberg – so how do you deal with unreasonable clients whilst also fighting off the ‘It must be great to have your job and do what you want all day’ from the uninitiated?
Dealing with clients and managers is definitely one of the trickier aspects of the job, particularly for those who would be happy to sit glued to their computer without any real human contact for weeks at a time (after all, there’s always YouTube if you forget what a human face looks like). Here are our golden rules to avoid murder when the temptation arises…
Be patient
Easier said than done, being patient is more of an art than a virtue. Face-to-face contact is the hardest, but even with emails and phone calls you should be aware of tone and avoid sarcastic comments. Although email may seem like the easiest way to keep your patience, remember that clients are likely to store it and can come back to it, making it more problematic than a verbal conversation which is more easily forgotten and difficult to use against you. It’s worth suggesting simple alterations to clients’ demands to make requests more reasonable, and if all else fails, remember that it’s easier to ask for forgiveness than permission! If you’re feeling angry, try to avoid losing your temper by changing the topic slightly or taking some deep breaths. If you’re working at home, you might want to invest in a dartboard.
If you know one of your weaknesses is controlling your anger, try to remove yourself from the situation by stepping away from your computer or making an excuse to leave the room for a few minutes, giving everyone a chance to calm down.
Pick your battles wisely
It’s tempting to argue about every point, particularly if frustration has built up over time. Compromise is part and parcel of dealing with clients though, and unless every single demand is outrageous and will reflect badly on you as a professional, try to keep your thoughts in check for all but the most essential points. Unfortunately, most clients will see you as an implementer rather than an artist – either because they don’t understand what you actually do, or because they think they’re always right. Or both.
Learn to say no
This is possibly the most powerful tool you have, and using it well can save a lot of time, money and heartache. Freelancers and those on a short contract can say no more easily than in-house designers, developers and writers, even if it seems a lot of time and effort has been invested. Knowing when to say no and how to say no is good for your mental health and also helps stop people taking advantage. If you’re in-house, then discuss issues privately and diplomatically with the person in question, and/or your manager. Tempting as it is to complain to someone else, it’s not professional and will only hurt your reputation – even if everyone else is doing it. Which leads on to…
Don’t rant (at least in public)
It’s tempting to vent over Twitter or Facebook, but it’s not going to do anything good for your reputation. You know that. It’s not like you can even get your anger across properly in 140 characters. So create a ‘safe place’ to rant away from the unforgiving lairs of the Internet – keep it offline, or keep it anonymous. Even if it’s a client you’ve ditched, it doesn’t look good to other potential customers, and it’s easy to forget that anyone in the world could be looking at your Twitter account.
Know your rights
Always have a written contract in place if you’re a self-employed freelancer. A watertight contract helps you bypass problems with clients refusing to pay or changing the terms halfway through. Also make sure you decide how extra work (changes and additions) will be charged, and make sure everything is documented and filed away safely just in case.
In more extreme cases, you may have clients threatening to sue you or destroy your reputation. Don’t be bullied into accepting unreasonable terms, and don’t be afraid to seek professional legal advice if the situation demands it. The UK’s Basic Rights at Work documentation may also be useful.
Find people who understand
They might not care, but as long as they understand you may as well have a moan. And if you’re looking for someone in a similar (or maybe even worse) situation, there’s always Clients From Hell to cheer you up.
I wish you’d posted this a month ago Jenni. I actually ditched a client because it felt like they were testing my patience. I wondered if it was a setup by some magazine doing a review, but in the end I politely told them I wasn’t interested in working with them anymore. I felt awful doing it, but I’d probably have had a heart attack in the end if I didn’t get rid.
First time in 8 yrs though so not too bad a record, lol.
Eddie
Eddie,
Oh no! But you must definitely be doing something right – 1 in 8 years is a great record!
Jenni