Show of hands – how many of you have received projects from your clients and found out their deadline is of the next-to-impossible variety? Whoa. That many of you? Me too.
I understand where it comes from. A lot of clients have to walk these things through various committees, through meeting upon meeting, and through legal departments and sign offs. What happens next is, inevitably, their now-insanely-tight deadline is thrust upon you.
Yet is it your problem? That would depend on a few things. First, are you able to meet that deadline? Often these quick turnarounds come amid other projects you’re already committed to. In that case, you have to adopt a diplomatic version of the “get in line” response.
Second, are they willing to pay for this “emergency” work? Any time a client needs it today, tomorrow or in less than two days, that means you have to adjust your work schedule. You have to determine whose project has to be put off, which means you might risk losing a client or upsetting one pretty badly. That kind of accommodation comes with a price. My per-hour price usually doubles for emergency work.
Third, do you want to? Look, you’re freelance. You don’t have to take on someone else’s stress, nor do you have to forego your weekend plans because someone else didn’t leave enough wiggle room in the schedule to get the job done right. If weekend work is involved and you’re a 9-to-5 freelancer, that’s gonna cost ’em. Again, the weekend rate here doubles because hey, that’s my free time being consumed.
Fourth, is their deadline necessary or arbitrary? I’ve had so many arbitrary deadlines thrust upon me I’ve learned to step back and look at why that date is really so important. In some cases, the client has to meet a printing schedule. That’s understandable. In others, they have to have that information in their client’s hands by a specific date. Again, understandable. What doesn’t work for me is the “I need it done now because I feel we’ve wasted too much time on this already” demand. That’s when you need to say “I can have that for you in one day/two days/yesterday/this afternoon. Be aware that for faster turnaround I charge double my usual rate.” Then stand back and see just how firm that must-have deadline is. If the client argues the rate, put your rationale out there – you’re setting aside existing projects in order to complete their project for them faster. That means you have to play catch-up with your entire schedule for that week. It’s your practice (and be firm with this) to accommodate when you can at this higher rate.
Have you bumped up against the “need it yesterday” deadline? How have you handled it? What works for you?
I don’t argue with them; I just explain the rush fee. If they want it, they pay the fee; otherwise, they are free to either loosen up the schedule or look elsewhere.
A client’s emergency created by their lack of organization costs.
I have kind of the same problem with one client of mine. He asks me if I have time to do a project, I say yes, and then he tells me he will “get me the keywords.” I’ll schedule time for him that week, and the keywords never come. A week or more goes by, and then when he finally gets me the keywords, he decides he needs the work turned around in a day or two. I have asked him not to ask for my services if he’s not ready with the project specs, keywords, etc.
It annoyed me last time he did it because I turned something else down, then took something else on when I realized he wasn’t ready, and then had to scramble to finish both projects before they were due.
Leigh, may I suggest the next time he asks, you say, “I can do it if you get me the keywords by end of business today; otherwise, I won’t be able to do it until next week.” ?
And tell him if it’s less than a 72 hour turnaround, there’s a rush fee involved.
Devon, I did tell him that from now on, he needs to get me the keywords by a specific time or he runs the risk of someone else getting a project in ahead of his. No more Ms. Nice Girl.
I don’t argue with them either, Devon. I quell any complaints with the rationale. If I get further complaints, I repeat that I’m happy to accommodate at the higher rate. There’s no negotiation on this point. If I’m going to take on the stress and put aside current projects in order to do so, it’s only fair that they compensate for the quicker turnaround.
Glad to see you again, Leigh! I agree – if he wants you to put aside time, he has to be specific on when he needs you.