From energy vampires to late payers, nit-pickers, lower-ballers, passive-aggressive commenters, and impossible expectation-ersā¦
When it comes to dealing with ādifficult clientsā…Ā How do you set and keep boundaries?
Hey Posse! Whatās up? Itās Alex.Ā
If youāre new to the crew, welcome!Ā
This blog is here to bring you the latest in marketing, copywriting, and freelancing, so for more tutorials like this one, go ahead and subscribe to my newsletter.Ā
Now Iām super excited about todayās article because I feel like this is a topic that ALL my fellow freelancers and creative entrepreneurs can relate toā¦
No matter your niche or industry, when you work in a client-based business, youāre bound to stumble across one or two (or three or four ā¦) clients that push your boundaries AND your buttons.Ā
And trust me, I have been there! After a decade of running my own freelance copywriting business, I have dealt with my fair share of difficult clients and boundary-pushers.Ā
And in the beginning of my career, I did what most new freelancers do…Ā I let my clients call the shots AND completely lost sight of my so-called boundaries. I lowered my prices to unreasonable rates, I let clients call me on weekends, Iād work at all hours of the day, and Iād agree to the most ridiculous turnaround time without a second thought.
But over the years, I did a lot of mindset work to shift that dynamic, but there was one mindset change in particular that shifted EVERYTHING for me. And Iāll tell you all about that at the end of this blog postā¦Ā
First, what I really want to talk about is HOW you can actually stand your ground as a freelancer and hold your boundaries with difficult clients, WHAT to do when that doesnāt work. And most importantly, Iām going to give you 5 super tactful ways to FIRE a client on GOOD TERMS without burning professional bridges or risking your reputation.Ā
So letās get right into itā¦
The Most Important Skill Youāll Ever Learn
As a freelancer, youāre constantly learning and reviving your skills. I mean, you kind of need to if you want to stay in demand and on top of industry trends… But thereās one skill in particular that most freelancers never learn.
And thatās why they struggle to hold boundaries and find it impossible to say goodbye to bad apple clientsā¦
The skill is this: Learning how to have difficult conversations.Ā
Hereās the thing⦠when youāre a freelancer or business ownerāyou HAVE to learn this skill. Whether itās talking about money, setting proper expectations, or communicating a boundary that has been crossedā¦
People hardly ever see eye-to-eye on everything. And people definitely arenāt mind-readers.Ā This means that having difficult conversations is often the only way to truly grow and thrive in your business.Ā
One of my favorite quotes of all time is by Tim Ferriss..
A person’s success in life can be measured by the number of uncomfortable conversations he or she is willing to have.
After a decade in business, I can tell you no truer words have ever been spoken. And I promise that 9 times outta 10, what starts as an uncomfortable convo, ends as a giant RELIEF and a new perspective.Ā
So buckle up, because itās time to get comfy with being uncomfy!
When To Stay & When To Go
Okay, so now that youāre comfortable with getting uncomfortable⦠Letās talk about how to actually approach and handle difficult clients.
Just because youāre willing to have difficult conversations, doesnāt mean you need to go around and fire every single client that pushes your boundaries.
Because remember: Your clients arenāt perfect!
Nobody is perfect! And most clients simply don’t realize they’re being difficult unless you TELL THEM.ā Trust me on this one… because I’ve been on BOTH sides of this situationāas the fed-up freelancer AND the āimperfect clientā.Ā
Now hereās the thing you need to remember about ādifficult clients.āĀ When you’re an entrepreneur hiring a team or putting something out into the world with your face and name on it, it can be really scary (and difficult) to LET GO of all the things you used to do yourselfā¦
Which can sometimesāand completely unknowingly to the clientālead to unwanted micromanaging, nit-picking, or asking for a million revisions.
Itās not always that they donāt appreciate your value and talent… sometimes itās simply that theyāre having a hard time letting go and trusting the process.Ā
So, before you take the harsh approach and start firing what could turn out to be a great working relationship,Ā instead try the empathetic approach. And remember that your client might just be feeling overwhelmed or scared.Ā And that maybe⦠just maybe… all you need is one candid conversion to resolve these issues.Ā
So with all that said… how do you really know when you should fire a client or when to stick around and try to make things work?ā
Here are a few things to consider before you decide to say goodbye:
ā£ā£ā£ā 1. Reassess how important this client is to you. ā
So if you love working with a client, and you see a good future working relationship with them, then the temporary uncomfortableness of a candid conversation will likely be WELL worth it!ā
Really great clients are few and far between, so if you think you have a good one, then itās silly to throw in the towel over a misunderstanding or unclear boundary.
2. Set clear expectations from the start with a contract
I cannot stress this enoughāalways enter into your client relationships with a contract or statement of work that clearly maps out expectations and boundaries.Ā This way thereās never a question and any misunderstandings can be cleared up quickly and painlessly.Ā
And if youāre kicking yourself because youāve never once drafted a contract for your clients⦠remember: itās never too late to start!Ā
Even if youāve been working with a client for years⦠you could simply approach them and say:
āAs my business grows, I have realized that I need to start keeping better documentation of my clientās needs and expectations – so Iāve drafted up this contract to make sure weāre always on the same page. Could you look it over and come back to me with any questions or revisions?ā
3. Stand your groundĀ
Don’t be afraid to push back and politely stand your ground. Be ready to clearly explain:
- What the problem is
- How itās impacting your work, their business, or others
- What needs to change going forward
Try to keep it as factual and unemotional as possible (I know! This is a hard one for us empaths!) Stick to using facts, statistics, and specific examples if you have them.Ā
And remember, no matter what happens, in the end, your client will respect you more for having the courage to stand up for yourself and hold your ground.Ā
4. Ask yourself, can this situation be turned around, or is the relationship flat out toxic?
If it’s toxic⦠then you need to get out⦠Fast.ā ā£ā£ā ā You’re not obligated to stay if it’s just not working.
And that leads us to…
5 Tactful Ways To Fire A ClientĀ
Sometimes, despite your best efforts and most candid conversations⦠the best solution will be to say goodbye.
Firing a client is probably the right thing to do, if…
- They deplete your energy, your creativity, and worst of all… your self-worth.ā
- ā They keep you so busy that you can’t work with other, potentially better paying (& easier to manage) clients.Ā
- ā They’re toxic, impossible to manage, constantly demanding additional work, don’t respect your boundaries or time, are overcritical & negative.ā
- Youāve been through the four āShould I stay?ā questions and feel confident itās best to move on
So once youāve made the decision that it is, in fact, in your best interest to fire your client⦠here are 5 super tactful and professional ways you can end the relationship without guilt, shame, or resentment (for either party!)ā
#1 – āI am taking my business in a different direction.āĀ
This is a great way to redirect the blow and make it feel less personal to the client. Say youāre firing a client that you write content for and youāre no longer offering that service anymore, then itās not necessarily your clientās fault⦠itās the business directionās fault!Ā
#2 – āThis is outside the scope of what I offer.āĀ
Sometimes clients will give you work thatās outside of what you specialize in or want to do. This is a perfect example of where a contract or statement of work would come in handy. But even if you donāt have one, remember that itās your business and you get to decide what you say yes or no to.Ā
#3 – āI donāt believe Iām the best person to help you with this.ā
Giving a reason like this lessens the blow because itās your way of saying “Itās not you, itās me.” Thereās no point in wasting your or their time if you canāt sufficiently meet their expectations. This will allow them to find someone who is a better fit for their needs. And you can find someone thatās a better fit for you too.Ā
#4 – āThis isnāt something Iām able to help you with, but I know someone who can!ā
Suggesting a different copywriter, freelancer, or agency is something they would likely appreciate! This is one of my favourite ones because it really comes across as non-personal and even helpful. Most business owners hate searching for a freelancer that meets their expectationsābecause letās face itāthey are hard to find!Ā
#5 – āI appreciate you thinking of me, but I donāt feel weāre a fit.ā
This is a good one for the clients that you just donāt see eye-to-eye with. Remember, you donāt owe them an explanation beyond this, but honesty is always the best policy! Telling them exactly what didnāt work for you might help them when hiring their next freelancer!
Alrighty now for the big mindset shift I promised youā¦
The Mindset Shift That Changed EVERYTHING For Me
Grab a pen and paper, cuz this is a juicy one and youāll def want to write this downā¦
āIām a business owner and have full control over which clients I decide to work with.āĀ
Now, this is a mindset shift that soooooo incredibly difficult to makeāESPECIALLY as a beginner. ā ā£ā£ā ā£ā ā Because as a fresh-on-the-scene freelancer you want to make a good impression, do a great job, get referrals, and maybe even a testimonial…ā ā£ā£ā ā
So you tend to naturally fall into the employee/employer way of thinking.Ā
ā£ā ā£ā£But allow me to remind you of something…ā ā£ā£ā ā
YOU are your own boss! Your clients are NOT your bossāthey are your clients! ā£
You enter into every client relationship to be MUTUALLY beneficial for both parties… and remember that at the end of the day⦠You are the expert. And they need you!Ā
Alright guys, leave me a comment up below if you found this helpful.
Until next time, Iām Alex.
Ciao for now!Ā
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