How Do You Know You’re Working With A Bad Client?
Rick WhittingtonWhile it’s best to weed out bad clients before a contract is signed and the project begins, often times it doesn’t happen that way. I recently shed the weight, stress and hassle of a “bad client”, so I want to share that experience and five warning signs of a client you should avoid at all costs.
So how do you identify a bad client?
1. Your client asks for several face-to-face meetings or lengthy conference calls before the project begins.
Initial meetings with clients are like job interviews — it should only take one or two meetings for both you and the client to decide to work together and start the project. I met once with my ex-client before we signed an agreement, but… after several meetings over the course of six months, the project was going nowhere and the client was spinning her wheels. The face-to-face meetings were not only time consuming — they were a waste of time. The client used the meetings to talk herself through what she wanted to do. After six months and no payment, the project was going nowhere. That should have been my clue to cut and run.
2. Your client brings in a “silent partner” that turns out to be not so silent.
Knowing whom you’re dealing with and who your key decision makers are is important to the success of the project. A few months into my project, my ex-client brought another person to our meetings that had new ideas. This person had been behind the scenes since the beginning of the project, unbeknownst to me of course. Once this silent partner got involved, scope changed and this became a major roadblock to progress. Worse yet is that my ex-client and the silent partner didn’t always see eye-to-eye on decisions that needed to be made.
3. Your client doesn’t value your time.
When a client sends you a barrage of e-mail, calls you to “chat” at all hours of the day and night and expects the “friends-and-family” rate, they aren’t being respectful of your time. You’re busy, and you don’t want the distraction that excessive e-mail or phone calls cause. Make yourself available during business hours – maybe even extending them into the evening by and hour – but let your clients know when you’re not available and make them abide by it.
Project budget can also cause tension. Even if clients agree to pay your fees, many folks just don’t have a frame of reference for how much projects cost or what they’re worth. Clients’ expectations are often unrealistic. If clients feel that you’re charging them too much, they will usually be more critical of your work and expect you to be available all the time.
I was working full time and freelancing at the time, so I accepted my ex-client’s low budget because it was a rather easy and straightforward project. My ex-client required several meetings before paying me, and virtually no progress was made in the meetings. I got more phone calls and e-mails from this client than others, and often the client wrote or talked about things that were not relevant to the work I was doing — even complaining on several occasions about other people that she’d worked with.
4. Project details and scope change regularly once the contract is signed.
My client and her silent partner would continuously change their mind about what they wanted. As a hired gun, it was hard for me to hit the moving target. After I provided estimates of the changes they wanted, they would say not to change the direction, only to request the same changes it in the next meeting. “Scope creep” plagues a lot of projects, but it can be managed with good contracts and a reasonable attitude on the part of your client. The unlikeliest of people — my nontechnical wife — gave me a superb idea to control changes in scope. She suggested that I make clients initial the paragraph about how additional charges would occur after web design comps were approved. I also am also making clients initial the “scope of work” section of my proposals that clearly state what is and what is not included in the project. This will give me footing to push back if any future clients gripe when they change their minds.
5. Your client uses buzzwords they don’t understand.
We’ve all been there — at least the web folks like me — where you meet with a client and they tell you that they want a “Web 2.0 blog with a CMS and social media integration.” As a web consultant, my job is to listen to clients’ needs and offer design and technological solutions. My ex-clients said they wanted a blog, when what they really wanted was for customers to be able to leave comments or reviews on products they sold online. It took two months for me to figure out that they were talking about product reviews because I assumed they knew what a blog was (after all, they brought it up).
Even the best freelancer will have experiences like this, so here’s what to do when you are put in this situation.
First, bow out gracefully. Let the client know that you aren’t a good fit with their project, and try to recoup as much money as you can. Often, you won’t get what you deserve, but getting something is better than the stress of continuing the relationship with the client. Remember that your bad client is a person too, and even though they frustrate you, be respectful of their situation. They hired you to do a job, and they deserve to know why you’re throwing in the towel and what you expect in terms of compensation.
Negotiate with them if necessary. I told my ex-client what fees they owed for work already completed, and when they balked, I asked them what they thought was fair. I didn’t make money on the project, but I shed the stress of dealing with them (and freed some time to work on more profitable, less stressful projects).
Finally, examine your contract template. My wife’s idea of making clients initial key parts of my agreement may turn out to save a future project. Also, making sure your contract contains a clear and concise statement of work is important. Make sure it details what you will do, and as importantly, what is not included in the scope of work. Finally, make sure you include a paragraph about procedures both you and your client would follow if you decide not to work together.
Rick Whittington is a web site design, usability and e-commerce consultant based in Richmond, Virginia. Prior to starting his consulting company, Rick worked at Circuit City and Crutchfield Corporation where he led web site design teams.
Brett Nyquist
February 19th, 2008
Bad clients are inevitable. I think you learn from the mistakes of a project like that and protect yourself from it happening again. Make sure you refine your contracts to help patch up any loose ends.
A couple safeguards I have are a 50% up front fee. This helps build that commitment for you and the client. I also set the amount of revisions to say 3. Then I also have in my contract, stating if the project is canceled for whatever reason, I retain ownership of any working files unless full payment is received. These might seem like some harsh requests, but you really have to protect yourself when dealing with some clients.
Jenn
February 19th, 2008
Sometimes the bad clients come in the form of long-term contracts that feel you should treat them as if they are your boss. I don’t mean with respect and adherence to their standards. I mean with wanting you to “pop by” the office for 15-30 minutes worth of work as if it is a part of your job.
Unfortunately, in my experience, these are harder to gracefully bow out of because usually a relationship has begun and then they start to take advantage. The hard part is that you tend to start feeling a bit bitter about not recognizing the warning signs of a relationship going sour.
Jon Haarstad
February 19th, 2008
I read the first one and had a great belly laugh with actual faces and instances. Maybe I shouldn’t be so willing to say “I relate” in case there are clients reading this. If you are a client of mine - it’s not about you silly.
I concur with Brett - I also ask for half up front before ANY work commences. A few times of being burned and one learns the all-too critical freelance lesson. My best clients are ones that understand how business services work and pay for what they know I’m capable of doing. They’ve seen the work and they are willing to defer to the service so the work can actually get finished.
It all goes back to the Golden Rule - “do unto others as you would have them do unto you”.
Thanks for the laughs…now I KNOW I’m not alone.
Andy
February 19th, 2008
Hmm… some of these examples strike me more as “bad project management on your part” and not “bad client”. I get the impression that you are not active about managing your clients so that the project moves in the direction it needs to go. Instead you recommend running away.
I would instead recommend that you take a project management course that is heavy on the control aspects of project management.
In my mind, the only bad client is one who tries to get out of paying or has a personality disorder. Everything else is up to me to manage.
mave
February 19th, 2008
I’m glad you were able to get out of that bad situation. It’s important for us to remember that we are not the property of our clients just because they are paying us - we have rights and need to look out for ourselves. I see too many freelancers putting up with abuse and disrespect because “the client is always right”, when in fact they aren’t.
One thing I would like to point out: meetings are billable hours. If you are putting time and thought into a client’s project - even at the preliminary stages - the client should be billed. I also agree with the Brett - always get some money up front - at least 30 - 50%.
Amy Lillard
February 19th, 2008
Good stuff here. I had to recently jettison a bad client for some of these reasons, particularly the calling at all hours, and the project scope changing from day to day. I put up with it for one week, ready to be flexible, and continually provide guidance and explanations on how I work. He threw a hissy fit. We parted ways. I learned from the experience, and now through your post others can too.
NONOFYOURBUSINESS
February 19th, 2008
Spot on. If you don’t relate to this article then you just don’t have work flow like myself or the author of this article Rick Whittington. When you have a great work flow and alot of clients, then you can follow the great steps of this article. Weeding out bad clients is a healthy part of business and keeps the heart beating each day.
Robin Noelle
February 19th, 2008
I prefer not to work with difficult clients, especially the ones that don’t respect my time. I don’t think it’s bad project management. I have neither the time nor the inclination to wrangle my clients into being professional and respectful. When you dump problem clients, you make room for more good ones.
Tarique Sani
February 19th, 2008
I agree with Robin Noelle - I also refuse a client right away if they trigger more than 3 points in our check list of 10 - Incidentally all those 10 points have been covered in various articles on this site
@Rick - A nice concise article
Warren from Zen Problog
February 19th, 2008
Very nice list. I wrote an article that was just published a day ago about how to defend yourself against these types of clients called “15 WAYS TO PROTECT YOURSELF FROM BIG BAD CLIENTS.” Check it out by clicking on my name.
OldSailor
February 19th, 2008
Here are some more to think over.
1.Avoid cost and time over run which forces a good client to become a bad client.
2.Document and maintain all records relating to the project which will help you in case of any disputes in the later stage.
3.Have the project specifications,drawings,sketches clearly defined and have it approved by the client to avoid any changes in the later stage.
4.Avoid subcontracting,middle men,unfair trade practices which can turn a client bad.
Jay F.H.
February 19th, 2008
I specifically included a no asshole clause in my contracts for these very reasons. It works.
Réka
February 19th, 2008
A good article.
I think, project management is about handling the changes which occur in the “normal” way of business, like having new staff members on the client side or small changes in the requirements. Representing a brand-new expert role or changing the purpose of the whole project doesn’t belong to this category.
The case of communication is similar: first, you should try to explain that it’s not OK to make unnecessary phone calls all the time, but if he/she doesn’t understand, it’s time to “run away”.
It’s not OK, if you have to spend more time with these disturbing things than with the actual work.
Réka
February 19th, 2008
[…]5 Zeichen, die Sie vor einem schlechten Kunden warnen[…]
http://www.multiprojecting.com/Blog_schlechter_Kunde.aspx
Mark H. Abucayon
February 19th, 2008
wow that was nice article, it really helps a lot of freelancers. Thanks again
Niki Brown
February 19th, 2008
I agree with others that the 50% deposit fee weeds out alot of the flaky clients.
Susan
February 19th, 2008
What a nice surprise to see your name here, Rick…always great to see a former Circuit person doing so well for themselves. Fantastic article, and #1 totally resonates. Lots of meetings where nothing gets done? Run like the wind!
Duncan
February 19th, 2008
informative article. on point [1], could you state that the first couple of ‘consultations’ are free, but after the contract is signed then consultations are charged at a flat rate?
or is that not the done thing?
or does the 50% up front cover that?
riki
February 19th, 2008
Speaking of bad clients. I once had a meeting with a client, which was hostile from the get-go. She was a wealthy owner/director of a respectable photo gallery/lab/studio. I won’t mention names, but she was a person in a position of power, well respected in her industry. Anyway the initial meeting took place in her office one afternoon. The office itself was dark, no lights, curtains drawn and she was wearing dark glasses. It was basically just a hostile meeting with her picking away at me for no good reason. I didn’t really get a chance to express any ideas and I don’t think she would’ve been interested anyway.
After the meeting her assistants were very apologetic. I’d actually had some preliminary meetings with the assistants and up until this point it was all looking like roses. Apparently as it turns out, she just really hated men. Then to top things off, a few months the client apparently threw herself off the roof of a building and is now a paraplegic.
I guess there’s obviously another sad story running through this text. But from my perspective hostile, interrogative meetings in darkened rooms should be on the list of warning signs “No 6″.
We’ve all had experiences with bad clients. Normally it’s something you’d never think of. The important thing is to learn from the situation. I’ve got my own list of ten warning signs. I’d post them here but they’re laced with expletives
David Zemens - 1955 Design
February 19th, 2008
I, too, have a 50% upfront payment requirement before I even start work.
My first clue that a client is a problem is when they don’t want to use email, but would rather “talk” on the phone. I understand there are some issues best addressed in this manner, but I have found that most of these calls turn into hour-long conversations where nothing is accomplished.
I also have a clause in my contract that says I must receive all the text and other site content within 90 days or the contract is payable in full. Often times clients run past this deadline, and suffice it to say that I am flexible. I did invoke the clause one time and the client actually paid the full price and I never heard from him again.
Between the 50% upfront and the 90 day content clause I have had pretty good luck with difficult clients.
I have also learned to cut difficult clients off quickly. If it doesn’t feel right, I say “No thanks” and move on.
Jeff Fisher LogoMotives
February 19th, 2008
Including a blank copy of my project agreement in any marketing packet I send out to potential clients tends to weed out a lot of flakes, as does my up-front deposit request.
I’ve also learned to trust my “gut instinct” in dealing with potential clients. There are times when I find myself needing to tell a potential client “I’m sorry, I just don’t think I am the right designer for you and your project.”
The “icky clients” are few and far between these days. If one does slip through, I do all possible to end the business relationship as soon as possible.
Allena
February 19th, 2008
I also believe that your particular example had little to do with project management issues. As much as we’d like to corral our clients into established processes, we must still remember that they are our clients first and foremost, and also that they are people, who tend to resist being coralled- especially when they’re the one paying!
WOw. Your story, and Riki’s, tired me out
Rick Whittington
February 19th, 2008
Thanks, all, for the kind comments and suggestions. I’ll agree with Andy’s comment that I should have done a better job at project management. Having managed projects for large corporations before, I should have guided the project along better.
And yes, I do make clients pay half up front, but I didn’t make this client pay half up front because I was working full time and freelancing when this started, so I didn’t push the issue. Definitely a mistake on my part.
@Jeff Fisher — “Gut instinct” is essential. As we all get experience dealing with clients, it becomes more important to not even start projects for prospects that you feel aren’t a good fit for one reason or another.
Glad you all enjoyed the story, and best of luck to you all!
SB
February 19th, 2008
I can relate to the problem and fortunately it didn’t happen to me, yet, to the described extent. I think that even for simpler website projects something like a requirements document (as done in engineering professions) which all participating parties must agree on, comes in pretty handy. It’s just the problem that this additional work has to be paid as well, and it should therefore be hidden somewhere in the bill.
The clear advantages are, that you have to figure out, what the client actually wants during the requirments identification process, avoiding confusion which might occur during the actual work. And if your client tries to change substantial parts you can refer to the document which clearly states what’s in and what’s out.
Shama Hyder
February 19th, 2008
Hey Rick,
It’s rare but it does happen. I think knowing the difference between a bad client and a good one is HUGE.
Great post. = )
Maria
February 19th, 2008
In any field, we happen to meet good and bad people. So no exceptions to Freelancing. In my case, I happen to meet good client more than bad one. But yes, there are always few “bad” one too.
Recently I am dealing with one, who is not releasing payment from escrow for unknown reasons.
Maria Brown
http://www.moneyearningblogs.com
shockboogiedesign
February 19th, 2008
Great article. I think that every freelancer should learn from this because we all encounter “bad clients” and it’s not healthy for us to keep them.
William White
February 19th, 2008
When I smell a rat I put in an “aggravation fee”, that way if the guy ios a pain in the ass I am secure in the knowledge that I am at least being well paid. Instinct is something that I trust more and more as I get older. I’ve had my company 29 years now and I’m not afraid to loose a job. Trust yourself.
Edgar J. Suarez
February 19th, 2008
I’m indeed in that situation .___. and it’s really stressing!! I’ll check out your suggestions, thanks ;D
Josh
February 19th, 2008
Hey, Nice posting man. it remembers my workings.
Makayla
February 19th, 2008
Thank you so much for this! I am dealing with a bad client as we speak and have been considering how to get out of the situation. Thanks for the advice, hopefully I can start weeding them out from now on. And initialing the contract, what a brilliant idea.
John Brougher
February 20th, 2008
Just to throw in my own two cents, I’m of the opinion that (if possible) we should always be positive when working with clients. Don’t get me wrong–I’m not on the client’s side here. I just mean stand by your rates as fair and representative of your services, and work with the client on that.
An example (taken from Alan Weiss)–if a client is talking about expanding the project, run with it. Submit a new proposal with the new quote. If they balk at the rate or the sum, just say “I’m happy to lower the rate–what would you like to take out of the proposal?” We don’t have to itemize everything, but really drive home the point that yes, we can do this for less, but it’ll mean taking away features and functionality.
I’m wary to recommend this in every situation (we all have bills to pay), but it might even be financially advantageous to just be confident and stick to the rates. From what I’ve heard from other freelancers, what tiny amount of business you lose might be made up for by the respect you get (and consequently, the other clients that come knocking). Thoughts?
Oh, and up-front times a million. Yes yes yes.
Marlyse Comte
February 20th, 2008
Spot on. What also falls under point 3 - client doesn’t value your time - is when the client tells you he wants to do something (e.g. SSL, or a new host etc.) for one of his sites but doesn’t know really with whom to go and if I could give him a recommendation. It is implied that some work will be resulting out of it but it’s not yet an official job but you do the grunt work and look around so that you have your home work done and maybe even write a lengthy email to your client to put down some of the options to then talk with him in detail for when the project starts. But then you never hear back on this issue as the client is busy with other stuff, and your efforts just die away. This can cost you hours. Solution: if the client comes up with such ideas tell him that you really like to do some research for him under an hourly rate with a minimum off such and such and only get going if he approves. Then your preliminary work gets honored, even if the project dies.
mave
February 20th, 2008
John Brougher: I agree - when clients try to change scope it’s important to be clear that the quote will also change. That can mean features removed and a lower rate, or features added and a higher rate. My contract always states that changes in timeline and/or scope may mean changes in cost and delivery time.
Regarding passing up work, or losing opportunities because you stick with your rates - I do stand behind my rates, and my clients almost never have an issue with that. Those who do are often the “difficult” clients who are higher maintenance/lower appreciation & respect. If someone already feels I am overpriced, why would I want to work with them? They aren’t going to appreciate something that is coming at a price they believe is unfair. So if I’ve quoted my normal rates and the potential client feels it’s an unreasonable amount, I gracefully bow out.
Many freelancers seem to fear passing up opportunities, but I strongly believe that if we take on every client that comes through our door, we are inviting problems. Money alone is never a good enough reason to work with someone, and too often when we take on clients because “we need the money” we end up regretting it. If we pass on clients who give off warning signs, we leave ourselves available for more promising and fulfilling opportunities.
Roweena
February 20th, 2008
I’m just starting out doing a bit of freelance AND working full time in a web agency and yes it’s hard to be strict about how much time “difficult” clients take up. Working with a particular client, who is a really nice guy but keeps changing his mind about the design, the content and keeps on “reading” or “hearing” things about best design practices and seo, which he then relates to me, and usually it’s something I’ve discussed with him to begin with but he didn’t agree the first time round, ARG!
Anyway, I’m taking it on the chin really, a learning process for setting out on my own, and I will know how to be firmer with the next client. Makes me appreciate how much I’m shielded by these issues by my boss in my day job!
You tend to questions yourself when it all gets a bit much, so great article and glad it’s not just me suffering these difficult clients!
Luke Smith
February 20th, 2008
Reminds me very much of a blog article I wrote a while back, “Bad Clients (and How to Turn Them Away)”. It’s not always easy to discriminate between what is simply high-maintenance client and who is a truly bad client. They may share red flag behavior. I have one client who exhibited some red flags, and then turned around and purchased 75% of my workload the next two years. Others I had to politely turn away because historically they’d translated to little or no bottom line impact.
I want to add something to this article that wasn’t mentioned. A bad client steadfastly refuses to put requirements in writing. Let me repeat that for clarity and emphasis: A BAD POTENTIAL CLIENT STEADFASTLY REFUSES TO PUT REQUIREMENTS IN WRITING. They (nor you) will likely acknowledge this bizarre behavior, even tacitly. Why? I think it’s because this forces them to do their homework, and refusal to do homework = laziness. Someone who is lazy is not likely to be a good person to work with, let alone for. Anyway, I just wanted to add this because I think it’s a very, very good and easy way to tell the difference between a serious lead and a serious waste of time.
Juanma Teixido
February 21st, 2008
Once you figure out you are dealing with a bad client, maybe it will be a good idea that you send him This letter.
Dear Client:
I’ve been meaning to send you this letter for quite a while now. I’m sorry I didn’t find the time to write it sooner, it was only because I was either too busy replying your 5th email about the new, updated Creative Brief for the website, or listing the 14 reasons why adding a Flash Intro to your homepage is not “cool” anymore.
You can read the rest of the letter here.
DunK
February 21st, 2008
@luke: really good advice that. thanks. I shall keep that in mind.
Brandon
February 22nd, 2008
Who edits these posts? So many errors.
Jaden @ Screenwriting for Hollywood
February 23rd, 2008
This is an excellent article. My freelancer friends and I have been discussing this topic at length and have also hit these points that you have well articulated. Couldn’t agree more!
DiMonik
February 29th, 2008
Funny, I just turned down a job for the first time last week. The client wanted everything for nothing, and wanted to supply me with copy and content, as I designed their website. Obviously I told them this could not be done. You dont build a house without blueprints do you? Anyway, after working it out and giving them my estimate, they counter-offered my estimate at $2000 less than I quoted, and told me “We have a deal, if I can do it for that”. I couldnt believe it. I told the client that, he shold get more estimates from other designers, and that I didnt I didnt think that this project was going to be financially viable for either of us, and I had to turn the project down. Well, three days later I get an email from the client. They had gotten other estimates and doubled my original quote. Needless to say, turning them down was the best thing I could have done. Now, I’ll make twice what I had originally estimated.
Andy Stratton
March 5th, 2008
Great post. Dealing with some of this now myself. When you’re tiny, and especially when starting out, you’re going to feel like you can’t bow out of a project. Getting any form of paying customer feels like gold — but sometimes even an above average rate isn’t worth the detriment the added stress and confusions a bad client can cause to both other projects and your personal life!
sascha/hdrs
April 2nd, 2008
How Do You Know You’re Working With A Bad Client?
Answer: If a company calls you in the evening and asks you if you have time from tomorrow morning to come to their office and fix the broken code of their new Flash website that just gone live. But if you ask if it’s written in ActionScript 2 or 3 they wonder what is ActionScript. … guaranty for a troublesome job, just had this a few minutes ago.
Nighty
April 26th, 2008
Hi everyone, I just started as a freelance 3 month ago, and already have a client like the one discribed in this article.
Fortunatly for me, i see the end of the tunnel :).
I’m a webdeveloper, and for my next client i would like to make a contract that protect my interest in every way possible, but i can’t find any good model on the web.
do you have know a website that will provide that for me ?