What’s on the iPod: Yes I’m Cold by Chris Bathgate
Interesting day yesterday. I spent much of it unraveling notes and charts from a client conference call. I was able to put together a rough draft so that the client has something to work with. I’m certain this one will come back a few times. I wasn’t clear on how to interpret some of the data.
Got a few checks in, too. So today I’m off to the bank to deposit, then home get the taxes paid. I pay as the checks come in so that I’m not facing a large bill each quarter (or on 4/15).
A while back I received a request to do a job that, on the surface, seemed like a neat project. However, the communications quickly unraveled when the client called. The red flags were flying for many, many reasons, the primary one being that she was scattered in what she was telling me and I couldn’t get a clear enough picture of what she was hiring me for. In the end, I figured it out, but too late. Communication is a must-have element in my client dealings. If we can’t understand each other at the outset, it’s just not going to work.
So what are the requirements you need in place in order to agree to work with someone? For me I need:
Clear, reciprocal communication. Note the “reciprocal” part. I have to be able to reach them as much as they need to reach me. And we have to be copacetic.
A defined project. Those few times a client has said one thing and meant another are, thankfully, rare, but I remember one case in particular where what they told me is what I did. And they hated it. Even the rewrite, which I followed to the letter (I’d taped the conversation, so I knew exactly what they’d asked for), they hated. And worse, they said I wasn’t getting it. They’re right — because I’m not a mind reader, I wasn’t. That I was the third writer they’d burned through indicated where the actual problem was.
Reasonable time or length requirements. Part of the problem with the more recent client was the time frame; she needed everything edited and formatted in seven days. Worse, the page count, which was pretty high to start, kept climbing as she kept talking. I have to have enough time to do the job correctly, and there should be a limit to just how much is expected in that time. I remember one instance where I was expected to write an entire insurance course in three months. Eight months later, it was completed. The client’s expectations were too high, and luckily he realized it once I showed him how long it was taking to research everything.
A modicum of decorum. That’s not to say I won’t take on projects that are, well, odd in some way. I draw the line at things that will embarrass others, embarrass me enough to want my name off it, or so convoluted that I can’t get to the truth without a lie detector and Inspector Poirot. Also, I won’t help you cheat on your homework. No college papers written here other than my own!
What boundaries are a must for you?
I hate the phone. I wouldn't have one if I could get away with it. I've added costs of phone calls in 15-minute increments to my contracts. 99% of so-called work-related phone calls are a waste of time.
I agree with all of these, Lori. I would also add that I like it when the client is actually ready to move forward–nothing like putting some time and effort into an initial draft or brainstorming session only to have the plug pulled because of circumstances (i.e., budget, lack of clear direction, etc.) If I'm ready to get started, it's always nice when the client is, too!
All of the above.
I like your way of paying taxes as you go – I assumed the IRS would charge a penalty for, you know, having to deposit more checks. How do you handle sending payments in when not using the quarterly "vouchers"?
All of the above plus ample pay and a sense of partnership with me in the project.
There are also certain belief systems I can't work with effectively, particularly when the project requires promoting those.
I don't mind the phone, Devon, but I mind very much PR people who don't follow instructions. I had one call the other day after my query intentionally left out my phone number. Pushy.
Sara, that's been a problem in the past for me, too. After a while, you can just tell when they're going to talk it to death. 🙂
Paula, I just pay them electronically. No stubs involved anyway, so they don't seem to care. So far, no penalties (save for an underpayment on the total in April of about eight bucks).
Anne, exactly. Partnership is essential. Right now, I'm working with a great client who is a true partner. I feel part of their team. That's a great way to work.