No one likes to drop a client, especially when that client has been a steady source of work and income. But we outgrow each other, we move in different directions, and dare I say we bore of each other? By the end of this week, I will have ended a long-term client relationship for numerous reasons, the most disturbing being the sudden expectation of instant availability. It didn’t help that the rate was slashed in half without warning, either. I stuck with it through the holidays, but I’m ready. It’s time.
We’ve talked about it before – sometimes we have misplaced loyalties, misguided notions of how important such projects are, and – here’s the big one – fear of dropping a sure thing for the unknown. But if you drop a client whose business model or projects don’t match yours, you’ll not regret it beyond that first sucking in of your breath as you sever the ties.
Here are some signs that it’s time to break up:
A significant change in project scope. It used to be such an easy job, wasn’t it? However, it’s suddenly become a job that requires the sign-off of twelve people or reams more pages than you originally wrote in that first project. Either revisit the contract or say goodbye.
A change in pay without warning. Yea, not cool at all. Even contracted writers get stung by this one. How did the client in question do it? Simple. They introduced “new”, slightly different projects, promised less work for less pay, but delivered the same old, same old. So not cool.
More demands on your time. It’s okay for a client to have really important projects that require more time and effort. It’s okay for you to be compensated for that extra effort, or at least be rewarded in some fashion, such as a contract for more projects. It’s not okay, however, for the client to expect hours more time from you for that same lower rate. Something has to give, and it’s on the client side that the giving should be expected.
Loose boundaries and gray areas. One thing that struck me in a few previous working relationships is how quickly some clients will blur the lines between contractor and employee. Also, some will insist you work weekends because A) they have too much work and can’t get through it all, B) they didn’t plan far enough in advance, or C) because they do and so should you. Let me repeat – you are a freelancer. You have an obligation to give your client the expected results on deadline. You are not obligated to work specific hours or give up your free time because someone can’t plan or thinks they’ve just bought a slave.
Options that become requirements. Odd, but true. Twice, I had one particular former client offer up optional additional work. When I didn’t bite, I was told that I would receive fewer projects as a result. Does that sound like an option to you? No, not to me, either. Buh-bye.
When do you say when?
I say "when" when the client seems to think they're the one setting the rates, not me. That's not to say I'm closed to any discussion on a particular fee; I'm not. But there's a world of difference between a client saying, "My budget only allows for $X; how can we make this work?" versus "This job pays $X. I'm only going to pay you $X for this." The latter tells me the client sees me as commodity, and fails to understand I'm a valuable consultant and service provider. Buh-bye. Don't let the door hit you on the way out.
I agree with everything you said and everything Eileen said.
Disrespectful clients get the boot.
I love your list of signs when you need to break up. We might consider this for other areas of our lives as well. 🙂
True enough, Journaling Woman – especially the slave part!
Eileen, so true. You can tell instantly, too. They start out by showing you their immovable wall. And you're right – they treat you like a commodity and not a business person.
Yep Devon, disrespect earns the buh-bye wave.
Another sign to add: Sudden change of ownership/management.
One place I wrote for early on had frequent turnover of young associate and assistant editors, but the two main editors remained the same. One even stayed on part-time after deciding to quit to be home more for her special needs child. Then out of the blue, a new team of editors came on board. None had actual experience at a business magazine (the newly minted Executive Editor had written a sports column for a small town daily, the new Senior Editor also has a sports background, I believe). They had no clue what they were doing, assigned stories that made no sense, then butchered good, clean copy so they could use bad puns as headlines, and squeeze in "quotes" from advertisers.
All of that happened virtually overnight. And yes, they were the ones who took 11 months to pay me for an article. My LAST article for that rag. (The magazine was soon sold to a new publisher that was able to turn it around and get a few more years out of it. Without the idiot editors, natch.)
Yikes, Paula! That's the bunch? I'm glad you finally squeezed out payment from them. I remember these guys – what a horror story!
I have been burned many times, but I have learned and am still learning. I now have set hours I work and that's that. When 5p. comes, (my time not their time)I'm done with any email or phone transactions. You've got a question or a request, it will wait until the next day. You don't like it, tough.
It's amazing how some clients can think that you should respond within seconds of them contacting you. When I was an employee, my time was demanded only during the set hours I worked. Even then, they understood if I was busy working on something else. Why should that be any different now that I'm a freelancer?
Wendy, I like your system. It's just like mine. I don't have to work M-F, 9-to-5, but for now I choose to. I work with corporates for the most part. Those are their hours. I accommodate as much as I can, but if you get a weekend, so do I. If you choose to work your weekends, sorry. Can't follow your example. I have priorities. Work is second. Always.
I've learned to walk away quickly from clients who:
1) don't respect writing and/or imply that anyone can do the job
2) want hours of chatting, phone calls, brainstorming and commiseration that aren't productive or billable
3) have unrealistic expectations in terms of turnaround time and project scope.
I just took a deep breath and let go of a tech client that was driving me crazy. Not only were some of the engineers I worked for practically illiterate and hostile over being edited, they expected me to "write" by viewing a document on a netmeeting, then dictating changes over a conference call. It was crazy.
Too many clients think freelancers should be "grateful" for work. We need to politely but firmly stand our ground with them.
Oh amen, Valerie! All three are deal breakers. It sucks when #1 happens. Worse, it sucks when you stick with them out of some skewed sense of loyalty.
I agree – editing over the phone is a ridiculous requirement. Sometimes you just can't, especially when you have a herd all talking to you at once.
You said, "Too many clients think freelancers should be 'grateful' for work. We need to politely but firmly stand our ground with them."
Amen.
Here's another one for your list of break-up signs: complete and utter lack of communication.
I have three projects with one client that have stalled in various stages for this reason. Despite numerous calls and emails asking specific questions or requesting materials that I was told would be provided, I've never gotten a response. I've pretty much written her off…I don't even know if she would respond if I officially ended the relationship!
Amie, how strange! I have had that myself, but not to the point where the paying client deosn't answer at ALL. You'd think with three ongoing projects, the client would be more responsive, especially if there was an upfront payment.
When it stops being fun.
There's not enough time in life to spend any more of it than is absolutely necessary doing things you don't like.
When I notice a tendency to put Client X's work lower on the to-do list because I just don't want to do it, that usually means it's time to either discuss changes to the project/relationship or to walk away (after meeting previously agreed upon obligations, of course).
That's a pretty good indication, Carson. I found myself loathing the idea of opening the emails. The projects were one after the other, which were fine, but then they became more complicated with edits, phone calls, and hassles that sometimes extended miles beyond the fee I received.
When you feel chained to the desk because they expect fast response, it's time.