5 Things You Never Want to Hear Your Client Say

credit: yoshiffles on flickr

You know what you call a client that knows exactly what they want, does not require revisions, always pays you on time and loves colored eggs? You call them the Easter Bunny because they do not exist.

In a perfect world all client relationships would go this smoothly. Unfortunately, it’s not a perfect world. As a freelancer, you have horror stories, but here are five strategies to help you work through these difficult situations.

1. “Do we really need a contract?”

Freelancer: Great to hear you’re ready to move forward.
Client: Yeah, I’m excited to start the project.
Freelancer: I will send over my contract. Please take a look, and once it’s signed, we can get going.
Client: Wait. A contract? Just trust me, you’re going to get paid.
Freelancer: No… it’s not a matter of trust, this is how I stay organized.
Client: Listen, I don’t have time to look over a contract. Let’s get started.

Solution:

If the client absolutely refuses to sign a contract, you will need to use your own discretion to determine whether the potential opportunity is worth the risk. It is highly recommend that you use a contract. If the client is still adamant, you should consider walking away from the project because it has disaster written all over it and may result in you not getting paid.

Never overcomplicate the contract – keep it short, concise and straightforward. The purpose of a contract is to outline all the terms, deliverables, and timelines and prevents misunderstandings. The client should know that a good contract protects them as much as it protects you, and a properly worded contract conveys that you are a professional running a serious business.

2. “Forget the deposit!”

Freelancer: Great, soon as I get my deposit, I’ll get started.
Client: Listen, I know it’s in the contract, but let’s get going, and I’ll pay you in full at the end.
Freelancer: With all due respect, this is not how I like to start projects, and I ask you to respect the contract.

Solution:

If your payment terms are in your contract, this will likely never happen. But if this does, your client is in breach before you’ve even started. That’s bad news and a red flag.

By always including your payment schedule in your contract, you shouldn’t be afraid to defend your payment terms. Remember, you’re not selling a physical product that can be returned for lack of payment. Once you’ve turned it over, it’s not yours anymore as there is no consignment in design.

To ensure your client understands your payments terms, it’s best to have a section in your contract dedicated to detailing the payment schedule (how much, when, and even why). It can be helpful to set payment dates around key creative deliverables. It makes the client more at ease since they’re receiving part of the project each time a payment is due.

3. “I never got your invoice.”

Freelancer: Hey, have you had a chance to take a look at the invoice yet?
Client: I don’t recall seeing it.
Freelancer: My records show that I sent it to you three weeks ago.
Client: Wish I could help you, but I don’t think I got it. And without an invoice I’m unable to cut you a check.

Solution:

The relationship you have with your customers is very valuable. You want to work with them in the future, but you also need to get paid. Politely send the invoice again. There’s no point arguing with the client. Be polite each time you ask, and never come off as hostile or desperate.

It’s also best to track all relevant updates in order to know which clients have outstanding invoices, how many times you’ve already followed up, and what the next steps are for invoice collection.

Some online invoicing products will even track the invoice for you. For example, FreshBooks will show you when the invoice was read. (Full disclosure: I work at FreshBooks.)

4. “I like it… but let’s change everything…and can you make the logo bigger?”

Freelancer: Here‘s the final project delivered to your specs.
Client: It’s great… but we have a few minor tweaks… can you change the colors, the images, the copy, oh and make the logo bigger?

Solution:

In this situation, changes are going to have to be made. The best way to protect yourself from being taken advantage of is to have a clause in your contract stating how many revisions can be made and then you will need to start charging your hourly rates. This is a good place to set client expectations. This includes setting up regular checkpoints for reviews and revisions. This allows your client to give feedback before you’ve gone far ahead and maybe wasted your time. This will save you a lot of time. If they have approved each phase and have clearly been involved with the progress of the project, it is less likely for them to be surprised by the end result and want to change everything.

Remember, it is your responsibility as the creative professional to guide and direct the client to the best possible solution. This requires you to fully understand and take in consideration the client’s budget, timeline, available resources and expectations.

5. “Screw you! I got what I needed. I will finish the rest on my own.”

Freelancer: Hey, I’m finished and will send you the final invoice and project pieces.
Client: Uh… yeah. About that… I must have forgotten to tell you that the project has been cancelled and I can’t pay you the rest.
Freelancer: But we have a contact? It clearly states that I will be paid for my work.
Client: S!@# happens… what can I say.

Solution:

This is the exact reason you will want to set up payments terms that outline a deposit, and additional payments during the project. The trick is to get the most money as possible upfront. This is tricky, but if you have a signed contract, it gives you a number of options. If you do not have a contract, you may want to consult a lawyer.

It is always recommended to have a Cancellation Clause in your contract that clearly states that all work belongs to you, until full payment has been made for the project.

What’s the worst thing a client has ever said to you, and what was your response?

Photo credit: Some rights reserved by yoshiffles

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