Ask FreelanceSwitch #9
In this issue of Ask FreelanceSwitch, Travis King and Thursday Bram look at dealing with the hidden project approver and how to make connections.
Ask FreelanceSwitch is a new regular column here that allows us to help beginners get a grip on freelancing. If you have a question about freelancing that you want answered, send an email to askfreelanceswitch@gmail.com.
Tick…tick…boom!
Question #1
Out latest client has been a bit of trouble. My wife and I came up with a design and presented it. The client said he loved it. The client signed the final pay check and thanked us for a job well done. Everything was great until his wife looked at the website. Apparently it wasn’t what she had envisioned it to be. I was unaware that she was a shareholder in the deal. He called me back in for a meeting with him and his wife. They wanted a complete redesign including animations, flash, and a redesign on the admin panel at no extra cost. When I explained that a lot of coding has to be redone and it no longer is in their original project scope they responded by saying that they don’t feel they got their money’s worth. I really want a happy costumer, but I am not here to work for free. What would you do?
- Kiefer
Thursday: You’re right that you do not work for free. You had the full approval of the client who hired you — it was up to your client to get approval from his wife. Since it sounds like you’ve gotten paid, it may be that this is one project where it’s okay that you don’t have a happy client. If you haven’t gotten paid already, it’s worth pulling out your contract and pointing out the fact that you met the terms of the contract.
Unfortunately, we cannot make every single client absolutely happy, at least if that client has unrealistic expectations. In cases like this, it’s crucial to be professional. Create a new estimate. Discuss the situation calmly. Do as much as you can to make the client happy without actually doing work for free. If that means referring them to another designer, so be it.
Travis: Kiefer, can I call you that, or do you prefer Mr. Sutherland? Kiefer’s good? Thanks.
I think the first thing you need ask yourself is ‘What would Jack Bauer do?’ And I know what you’re thinking Kiefer, you’d probably call up the client and yell ‘We don’t have time!’ and then you would probably torture them. Those are both good ideas, but let me make another suggestion.
Before you pull out the battery jumper cables, why not sit down and talk to the client? Remind them about how they signed off on the project and how there was no mention of a second deciding party. Maybe tell them the story of how it’s kind of like when you had no idea that Nina Myers was a double agent and how big a surprise it was when she killed your wife. They have got to sympathize with that!
And, if all else fails, I’m sure you’ll be able to come up with something in the dying seconds of the meeting. Just don’t cry at the end of the meeting you big baby.
Question #2
I have a question for Freelance Switch. What if you want to start freelancing but you have no connections, you have taught yourself very well you are confident in your abilities but you just don’t have any connections so you can start earning an income?
- Christopher
Thursday: It’s always possible to build connections, even if you’re starting out from scratch. The first step is figuring out the type of connections you need. Are you hoping to work primarily with local clients? Are you interested in working with a particular industry? Once you know that information, you can focus on the connections that will help you land freelance clients.
Pick opportunities that will help you develop the appropriate professional relationships. Go to networking events. Send introductory emails. Heck, go on to LinkedIn, find ideal connections and invite them out to lunch. Be as confident in your abilities to network as you are in your freelance skills and you’ll make the connections you need.
Travis: It’s time to get out there and press some flesh, Christopher. And by press some flesh, I mean shake some hands. You sicko.
You can send out a million emails and apply for a million jobs, but the truth is, unless you learn to network, you probably won’t have a business for long. So find where your clients hang and get out there and meet them.
Another quick tip is – make sure you bring business cards. And I’m not talking about those craptastic cards you find in the VistaPrint premade template section. Either hire a designer, or if you got the chops, do it yourself. But make sure the end product blows people away.
And here’s a good way to gauge if you’ve done a good job at designing your cards. If people don’t say ‘nice card’ or something similar when you hand them one of yours, take it back and grind it under your heal. You’ve just wasted their time with an uninspiring card. Make sure your card is something people want to hang on to.
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Excellent replies to these questions! I have to admit, that until today, I have always moaned when I saw that the day’s article was an “Ask Freelance Switch,” and now I can say honestly, it was because I hadn’t read one. I tend to like articles more than Q & A sessions, but no more! You guys rock!
@ Kiefer
Thurday’s advice is pretty much on target. Once the work on done there isn’t much you can do about it. Try to reason calmly with them that you did the work the husband asked for, and that is not your fault the wife wast there.
One thing you can do to try to keep them happy (and this is entirely your decision, you don’t have to do it) is do the necessary work to amend the work at a discounted rate. Not that big of a discount where you end up loosing though.
If they still insist on getting the work done free of charge after you’ve done all in your power to reason with them, simply tell then “no” and let them go.
Ditto to what Matt said! I’m going to check out the rest of them now
Excellent article! As a freelancer, I’ve run into both situations. And the advice given is great in both situations!
Travis, as always, f-ing hilarious. Thanks man.
Question #1 hits on a topic that I think is common and still always surprising to me. And that is the subject of trying to save a client relationship with a client that is, it seems, a nightmare client. I’ve seen tons of people bend over backwards to salvage a relationship with a tough client only to find themselves back in a similar position on the next go around. Some people go by the mantra that every client is worth keeping, you don’t say no to any paying project, you keep the client happy, etc. I just don’t agree with those sentiments, and I think this client would be one where I would tell them that they got what they paid for, anything more will cost more, and if they aren’t ok with that they are free to pursue other means of compensation if they feel they have a valid case. Otherwise, I’d cut them loose. I just don’t see any value in doing free work for a client that will most likely just burn you again down the road.
You got paid, the client got what they paid for, it’s done. I’d move on. If they pursue the mater further, let them know that it would turn into a legal matter.
Thanks guys! Joel was just about to give me the axe. You’ve saved my job for another week. Huzzah!
I think these Q&A’s are very helpful. Definitely continue doing these so every new/experienced freelancer can get some help (:
Thursday, you always have answers right on target. You were very, very helpful this time around. Travis, you are just too funny! You know how to add humor into each question, but you can still answer it and be helpful.
Keep up the good work you two!
For the record, concerned readers, Travis is joking. I would only fire him if he started demanding payment!
Good advice, I’m currently wanting to move away from relying on recruitment agencies to fond me work and start getting a list of my own clients
@Kiefer
Personally I think that you are in a very good position since the client already paid you for the work you have done. This seems more like a problem of communication within the marriage that hired you for work.
Sometimes the most simple comments/ideas are the best. Let’s say the woman goes to a hair-dresser and after the job she says “well done, thank you” and pays for the job that has been done. She comes back home and her husband says “no not this color, the top thing they got there doesn’t look good too, go back there and make them work for free”.
And now let’s think for a second would someone do that? If the approval and payment came from the person who ordered the service? Of course not, and no business will do that because everyone would be coming back after a day and got the same work done for free.
The ideas that were given are good, you never want to look bad because in this business reputation is crucial. But sometimes some clients just have to be either reasoned with or you thank them for the co-operation and decline further work, trying to finish it as civilized as possible.
Very good tips!!