Dealing with "bad clients"

Ahh... the stereotypical "bad client." The unfortunate truth is when you run a business based on serving clients you get a handful of these not so great clients. Each client presents with a new set of problems - they tend to fall off the radar, request endless unnecessary revisions, they don't align with your services anymore, or simply just refuse to go along with your set process. Regardless of the situation, it happens to all of us, so I thought I'd shed some light on this situation that happens oh-so-often.

Let's be honest, we have to accept some responsibility if not all of it. We have to realize as the service provider if there was something we did that led to this client to fall off the rails. We must analyze if there was a lack of communication at the beginning where expectations weren't properly set. Such as business hours, timelines or even accurately relay the process to the client so they understand it clearly. There are always ways to better the process. That's the truth, and we must accept it.

With that I say, below are some of my tips and tricks I've learned from experience.

Learn from experience, seriously.

Learning from experience is easier said than done. However, actually learning to avoid these situations as much as possible in the future will be well worth it.

When letting go of a client or even thinking of letting go of the "bad client" ask yourself the following:

Could you have anticipated this? If so, when and where?

What went wrong?

Is there a way you can set clearer and firmer expectations for future clients?

Is your contract secure? (If you don't have one, I recommend this one)

Letting go, but not really.

If you're in a pickle with said client, just remember there's hope. You've recognized that you need to establish new terms, set firmer expectations with your client and then you can proceed with any projects.

For people pleasers, this is no easy feat. A part of you will be considering continuing as is, despite the circumstances to avoid confronting the client. At the same time, the other side will want to stand our ground as a professional.

If a client requests work outside of the original agreement, let them know if they are unaware of the agreement, but also let them know you are willing to work together, and the cost for the additional work.

My personal favorite, the all hours client, if your client is calling you outside your set hours, texts you instead of replying to an email, sends several messages instead of one solid response. I say you have a communication issue. Recommendation: respond through your preferred communication channel and establish your preferences. Don't be afraid to be direct, as this will help steer them in the right direction.

Can we talk about revisions, please? This is sooooo common amongst designers as a pain point. If your client exceeds the allotted rounds of revisions in your process, let them know how they can proceed. I typically have an hourly fee I use for additional revisions, and will tell the client how much I anticipate for the additional work. For this response though, your client needs to be aware of how many revisions are allotted in your process. Ie: don’t surprise them with a bill. They should anticipate it coming!

Lastly, If you’ve had a past difficult client who wants to continue working together, don't be afraid to set new rules. This is if you’ve already wrapped up the initial project and realized you weren’t firm in your process, but now need to re-establish expectations. In your resp onse you can mention that you’d enjoy working together, however since the last project you’ve adjusted your process. Then dive into the details.

Severing all ties

If you realize that it isn’t the best fit to continue with your client, nor is it worth your time/energy to continue working together. I respect that. Breakups are hard regardless of the type.

Some guidance if you need it:

• First, make sure you recognize why they aren't the right fit. You should gain some clarity. Don’t feel obligated to continue working together if it isn’t the right fit, or you feel abused as their designer. It’s your business, and you can say no!
• Of course, try to resolve the situation first if you can, and then if it is clear it’s time to discontinue working together, you can send them a polite response explaining why and if possible suggest working with another designer.
• If this client is a hot mess, avoid passing the problem along to a specific designer. Instead, try recommending websites that have design directories they can select from.
• Schedule a relaxing time after you hit send on your “break up” email. Otherwise, you’ll be refreshing your inbox nonstop!