What’s on the iPod: Ten Thousand Words by The Avett Brothers
It’s quite a coincidence that this song comes up on my iPod right about the time I’m nuts with work. Yesterday was no exception. I worked on four projects, some at the same time, and fielded a phone call on yet another project. I’m running out of hours, brain cells, and steam. At least I can manage to do that all at the same time.
A client returned with a stalled project late last week. It made me nervous. Things happen in bunches. Sure enough, another client returned yesterday with their own stalled project. And I’m trying like hell to finish a third project, plus put the finishing touches on a fourth project before delving into either of these new(ish) projects.
And did I mention our Australian guests arrive today? So you won’t see me around much after noon. I’ll be back on Monday (or sooner if I can catch a free minute to post).
So I’m about to adopt a new philosophy – and maybe a new pricing structure because obviously I’m charging too little if I’m this busy. The philosophy:
Get in line.
See, I really, really, really want to please clients the moment they show up. Realistically, however, this can’t happen every time. In fact lately, it can’t happen much at all. I have a backlog of work and I’m not going to miss something because someone else wanted to squeeze ahead in line — or jump the queue, as they say.
Get in line.
The newest older project (that’s just weird to say) has to wait. It has to. The other clients have very firm deadlines or were here much sooner and got my time booked already. Then there are the few new projects from an existing client that may require my traveling. I’m not sure yet how I feel about that, but I’m willing to listen. If I can manage my workload along with travel, then yes. If not?
Get in line.
I could get used to saying that. I need to. Too often freelancers hungry for the paycheck (or just eager to please) overextend. That becomes a problem when the work is coming in and the time required to finish them is more than occurs in any week. Mistakes come first, then frustration, then stress, then burnout. I’ve gone through all these phases – sometimes in the same damn day – because I’ve overextended. Now I have to practice my mantra.
Get in line.
Obviously I’d never say that out loud to a client; that’s just rude. However, it’s not rude to say you’re busy and can’t get to it right now. Right now my dance card for September is quite full. I’m hoping to get a day off sometime around September 20th. But I wouldn’t count on it. That’s a problem. I’m foregoing my own sanity for clients’ needs. Can’t do that. Instead, I can do this:
Get in line.
I considered for a minute having a writer friend help out. However, the projects I have are with clients I’ve worked with for a while. I’d have too much explaining and not enough cohesion in the projects (some are ongoing), and that’s not fair to the client. So the majority of the clients need me to keep the voice right. The rest may be handed to a trusted friend whose writing style I trust. I have to look at the projects, talk with the clients, and arrange for a helping hand where possible. The rest I’ll handle. That is, I’ll handle what I can. The rest?
Get in line.
I’m not afraid of losing clients by reinforcing my boundaries. I’m afraid of losing them by doing a slapdash hash job of the projects in front of me. I won’t compromise quality because someone at the back of the line is pushing to get to the front.
Get in line. And stay there.
Have you had to schedule client work before? How have your clients responded? What would you do differently next time?
Yes, I've had to. Unfortunately some didn't respond so well. I remember one situation where I got an email the Friday before a long weekend about a project. I said I was booked that day. Well, he wanted it done over the weekend. Umm…no. After explaining many times that I can't typically do same-day service because I have other clients and tend to be booked at least a few days ahead (and the client getting p#@&) I cut ties. I just couldn't get it through to him that I worked for other people and couldn't instantly drop everything to work on his stuff.
If I'm booked ahead for long periods I try to let a few of my regulars know by sending an email saying I won't be available until such and such a date. I know I'm not obligated to do that as a freelancer, but they seem to appreciate it.
Sure, I've had that issue. My client I have the retainer with has changed the scope of services so many times, it's been a challenge to manage. They now contracted for ongoing blog posts (4/month), but I told them I could not do 4 in November (due to vacation & 3-Day Walk). The response was Can't you just squeeze in two extra in October?
I explained I have long-range projects already booked for that time and other projects requiring completion before I leave for San Diego.
Then on the good side (there always is one ☺), a long-time client has planned with me for both my trip and the Director going out on maternity leave in September (one of the reasons I have long-range projects planned before my trip). They understand they are not my only client.
I think all of us have had to deal with that. I'm a big believer in doing what needs to be done to get the work in on time IF THEY'RE ON TIME, TOO. "Your disorganization is not my emergency" — that's my mantra.
Sometimes, projects all land in a bunch and you just put in a few extra hours. However, I've started putting in contracts that deadlines will be extended by the amount of time the client takes to get the work back to me if the CLIENT is late on a turnaround.
In other words, in the contract, let's say we have 8 weeks to get a book project done, and the contract includes two revisions, each taking two weeks FROM THE DATE THE CLIENT returns the text to me with notes. If the client takes a month to get the text back to me, I'm not suddenly scrambling to turn it around in a day because we're behind. It's two weeks for me to do the revisions from the date I get the text.
And the rush fee clause — if you want/need it turned around in less than three business days, there's a rush fee. YOU'RE the one who was late, not me. I'm not cleaning up the mess. I'm doing my work along reasonable guidelines. Your disorganization (meaning client) is YOUR problem.
It's helped a lot.
If you want to jump the queue, yeah, I'll put in the extra hours, but it's gonna cost time and a half.
Yesterday someone contacted me about a small project, but I knew it would be about two weeks before I could fit it in. I explained my timeline, but no reply as yet. We'll see.
Late last week when I was asked to do the editing job, I was told there was no rush. But the woman who assigned it to the graphic designer suddenly asked if it would be done by Monday (that would allow just 2 business days for editing AND layout!) so she could see it before she went on vacation. The designer said it was impossible, then told me, "We are NOT working all weekend just so she doesn't have to check e-mail on her vacation!"
Krista, that sounds like a great decision. Any client who fusses and expects you to give up a weekend to get his work done is someone who will continue to fuss and expect you to give up weekends to get his work done. I've worked weekends so rarely that the thought makes my skin crawl. Yes, I'll do it if it's MY choice and if you're really in a bind because of something out of your control. I won't do it if I don't want to or can't, and certainly not last-minute because you've decided to drag your feet and then suddenly IT'S A BIG PRIORITY NOW! That doesn't wash.
Cathy, to them it's two little blog posts. To you, it's more work than you can handle. Some just won't get that. And then you have to ask yourself, if you're expected to "squeeze it in" why aren't they able to in your absence? There's their AH-HA moment!
Devon, that's super advice. I love the idea of stating clearly the client's responsibilities. I've been known to say "Well, since we're a week behind, my new deadline for my turnaround is now XX." No way I'm rushing like a fool because someone else didn't meet their own deadline. That's how mistakes and unhappy clients happen. Better late and well written, I say.
Paula, I love that designer! Good for him/her! I'd be the same way. How tough would it be to check email once on a vacation? I've done it, and yes, it takes about five minutes to coordinate something. That's it.
Oh, I agree. And the worst part of it all is that the copy for this "emergency project" didn't make it on to the website until several weeks later!
I'm the same. I like to be the hero once in a while, but not if every task must be done right this minute. And I don't schedule work for weekends but sometimes work to catch up or get ahead.
That right there is what kills me about "rush" jobs, Krista. I rush my arse off and weeks – maybe even MONTHS later, they finally get around to using it.
Could be worse – I had a long-time client once decide not to pay me because they decided not to use the article I'd written. Nothing doing. I still did the work. I got it, but I never worked with them again.
I suspect I've actually said 'get in line' hopefully with humor. Devon nails it and so does the designer… sometimes clients get it, and sometimes they move on.