Firing a client. This is a topic I've been wanting to talk about for a while. As you all know, I love my clients. In fact, I often like to cross boundaries and become BFFs with my clients. But sometimes it's not all puppies and rainbows. Sometimes, as a freelancer, I consider cutting off my pointer finger and faking it as a watermelon accident just so I don't have to work on a certain project. It's usually when a project is in its 20th round of revisions that I feel like I've clearly picked the wrong profession.
My experience with this is somewhat limited but I'm going to share what I know about firing a client.
IT STARTS WITH CHOOSING PROJECTS THAT ARE A GOOD FIT.
The best way to not have to fire a client is to only take on projects that are a good fit.
Here are a few ways I determine a good fit:
• Is the client respectful and enthusiastic about their project?
• Is the client familiar with my work?
• Does the client have a budget?
• Will the end product contribute to my portfolio?
• Overall gut feeling - that's usually my instinct talking
THEN YOU MUST MAKE EXPECTATIONS CLEAR FOR THE CLIENT.
Oftentimes, I am working with clients who have never worked with a designer before so it's important to clearly explain the process. I make expectations clear by providing the following:
• A clear outline of the scope of the project
• A clear timeline of the project - this usually includes action steps the client will need to take in order to keep the project moving (like approval on a design, final content deliver, etc.)
• Final deliverables - what the client will get when the project is complete
• A clear estimate
• A contract (I like to think of it as a prenup) - my contracts state things like I own the source files, any work done after 2 rounds of minor revisions will be billed at an additional hourly rate, cancellation policies, etc.
FIRING A CLIENT.
I never go into a project anticipating it will go south. And 99 times out of 100 it doesn't. And if it starts to go sour I quickly try to remedy the situation - see my post on managing your client for ideas on how to turn things around and make them better.
If I've done everything I can and am seeing no end in sight I will fire a client. This has only happened two (and a half) times since I've been freelancing and while it's never been fun it's always been a huge relief. But I will say this - when I fire a client I always blame myself. It's easy to feel superior and play the blame game when there are sites like Clients From Hell around but I always assume partial responsibility for either A) taking on a client or project that wasn't a good fit or B) failing to properly manage my client. Letting a client go is a decision that takes place in a grey area and is not to be taken lightly.
HOW TO FIRE A CLIENT:
• First, make it clear to your client that you don't think it's working out. I prefer this part of the process to be more casual - like with a phone call. Sometimes you'll discover that the client means well and just didn't know any better. If things don't start looking up from there (and usually they will) you can proceed to the firing.
• You will want to take a clear & objective look at the situation. Clearly state, in a notebook or in text edit, the scope of the project, the fees and deliverables associated and the describe all the steps that got you to the point where you are now. Note where you could have handled things differently and note where it was beyond your control. Be concise. Be objective. Be honest. Pretend like you are a lawyer gathering the facts.
• Then take a look at your emotions. How does this project make you feel? Listen to your instinct and trust it.
• Now the hard part. I prefer divorcing a client via email. I know it's a little impersonal but it's the easiest way for me to stay objective and concise. It also makes for a good paper trail. There is a delicate balance between assuming your part in the project going awry and also having a firm stance on why you can no longer work on this project.
• The money part. This is why it's good to have a solid contract (with a deposit). I always make sure I am monetarily compensated for the amount of work I completed. Make it clear to the client with a final invoice how much they owe you for services rendered.
• Thank the client. Just because a project goes doesn't necessarily mean your client is a bad person.
• Learn from it. The few times I've been in this situation I've learned LOTS about project & client management. Try to never let this situation happen again. Update your contract accordingly.
• Don't Tweet about it. It's tempting to find commiseration via social media but it's not kind or respectful to trash you client on the internet. It only makes you look bad.
Have you all ever had to fire a client? Do you have any more tips on how to go about it?
Other Freelance Matters posts:
• Managing Your Client
• Estimating & Billing
• Project Management
Excellent read. I completely agree with you about the self-blame. On the occasion that it hasn't worked out with a client, I do try to reflect on whether it was an ill-fated match in the first place. Being intuitive about that is one of the hardest things about being a designer. I like to believe if I just work hard enough I can turn a client around on something, but it's just not always the case.
ReplyDeleteIck!
ReplyDeleteI recently had to fire my first client and I lost sleep over it for about 2 weeks. Not fun, but I really felt so much better. AND... I learned a ton from it.
It's just the ugly side of our "dream job."
Well, that and payroll taxes.
Great advice, all of it.
ReplyDeleteIf I could quadruple underline the part about charging extra for endless revisions, I would. I had a client one time request change after change after change, and it was so frustrating, plus it made me dislike the client, which is not good. Charging for extra revisions is something I will definitely do with future clients.
Thank you for this! These "Freelance Matters" posts are always so helpful and I'm so grateful that you're willing to share.
ReplyDeleteKathleen, thanks so much for sharing so openly about the ins and outs of running your freelance business. As a freelancer just starting out myself, this info is invaluable. I was JUST googling around for info about whether I should provide source files to clients who ask for them and found myself wondering what your stance is -- and whaddya know, there it is! (Though I'd still be interested in your reasoning…)
ReplyDeleteKathleen, thanks so much for sharing so openly about the ins and outs of running your freelance business. As a freelancer just starting out myself, this info is invaluable. I was JUST googling around for info about whether I should provide source files to clients who ask for them and found myself wondering what your stance is -- and whaddya know, there it is! (Though I'd still be interested in your reasoning…)
ReplyDeleteAgain I love your Freelance matters posts!
ReplyDeleteSimilar to you, I only have had a handful of times where my clients have been hell, however whenever this happens I feel like it is my fault and or I am not a creative enough designer. I personally struggle with the money part, and before I knew to get a deposit I would end up not being paid for work that they wouldn't use. Have you ever had clients get angry or upset with keeping the deposit but not receiving work?
Your post is so well-timed. I'm having to do this very thing TODAY of all days. And like you, it's only happened a couple of times, but it sucks. And I totally blame myself. If I had only gone w/ my gut in the beginning, I wouldn't be in this predicament.
ReplyDeletelive and learn.
Melanie - YES. It's important to label your PDFs or files with which round it is on. And let the client KNOW when they are going to be billed hourly. Be as clear and transparent as possible. And of course, if a round of revisions is due to a design error (which happens - we can't always be perfect) I wouldn't recommend charging that time, of course.
ReplyDeleteShannon - I consider my source files intellectual property.Another reason to keep source files is to keep the integrity of the design intact.
However, I would rarely give away source files for an invitation as that is something that could be easily edited (for a different couple) and sold elsewhere.
Jennie Bee - The one client I had to fire I DID do work for. I did 20 rounds of work for them - they didn't get a finished product but they got work. So no, they had no issue with me keeping the deposit. I did, however, encourage them to use the direction I had provided with another designer that would be a better fit.
such REALLY good advice.
ReplyDeletealways a stinky situation, though.
You know, I think this is pretty good advice for all kinds of relationships! Don't get onto something that isn't a good fit, be realistic about your expectations of the other person, and when things are going wrong, have a frank talk with yourself about what you could have done better. And if you have to cut your ties, do so respectfully and directly. If only it was easy!
ReplyDelete90% of the time I have a super awesome and positive relationship and back-and-forth with my clients and there's a mutual respect there. Then 10% of the time there are conflicts. And I'd say half of those times, it's just a circumstantial thing that is irritating, but understandable. And then 5% of the time there's someone who brings me to a client who I'm dealing with right now. They are great people and I like them all a lot. But business is business. And there's much to be learned.
ReplyDeleteI believe that I'll have to fire a client; however, we're non mid-contract, which is a relief. I'm firing this company because my contact's communication skills are very limited; he's coarse, uses the phrase 'I need that ASAP' frequently, and 9 times out of 10 will not directly respond to specific questions I will ask him. Getting a clear project blueprint and a drafting and payment schedule set was impossible.
I am a proponent of getting paid on the date of delivery of the final product; however, corporate policies and 'We need OUR client to pay US before we pay our vendors' are leading my contact to refuse my delivery date desire. He couldn't even agree to a Net30 - which, for the record, I think is a bunch of b.s. It made me ask the question to my wife: How do they get to call me day and night with urgent requests for 10 drafts with 1 day turn-around and then get a quality final product that they LOVE and THEN not pay me for over a month? And all I get when I press about getting paid is a wishy-washy 'it's out of my hands' parrot-like corporate response?
How do you reconcile with the fact that no one out there really gives a sh*t about you?
You all might have a lot of answers to these questions. Mine consists of Kathleen's initial statement about 'I blame myself.' It's totally my own fault and these are the terms (or lack thereof) that we agreed upon.
It's situations like these that it always comes down to self-defeat. A failing that stings a lot - after all, this is about more than a good paycheck that I receive on time. It's about positive mutually-respectful relationships. And when my client and I fail find terms that we can both reconcile with in positive, agreeable way I find myself exhausted. It certainly informs how I contract with other people; however, I've found even having a contract to quote doesn't guarantee anything until someone's trying to sue the other one.
How do you get up and dust off and get past the fatigue of these toxic kinds of situations?
Ben - First off, your comment made my heart hurt a little. And then the acid in my stomach flared up a bit. I'm so sorry for what you're going through. I totally get toxic situations and trying to get past them without a bad attitude towards everything and everyone moving forward.
ReplyDeletePart of my "I blame myself" comment isn't about lacerating myself and allowing the client to beat me up. It's more about recognizing how I can control the situation next time. If that's updating the terms of the contract or making expectations clear so be it. Or it might be simply choosing to go into a project with open ears and an open heart. I'm not trying to be polly-anna about it by any means.
I've been very fortunate to have developed good relationships with the people I do business with. Like you say - business is business - but people are people. Both sides (vendor & client) need to recognize this. I'm going to make my client give a shit about me by developing a genuine connection - how to go about that is another story.
Ben - feel free to continue this conversation here or email me anytime to jeremyandkathleen@gmail.com or kathleen@braidcreative.com if you want to discuss this further. I'd love to lend an ear and perhaps offer any insight I can to help you out.