by Christie Halmick
The perfect gig: a startup website. I would be the sole writer/editor. The gig would last for at least a few months, maybe more if the site really took off.
The perfect client (Dan*): a successful entrepreneur. Prone to: constant emails, daily deadline and site goal/audience changes, whining, 1 a.m. to 4 a.m. happy time, 3 p.m. to 6 p.m. woe-is-me time, 7 p.m. to 9 p.m., “I just love your work so much, man!” time.
Rinse and repeat for weeks.
I confess. I fired Dan. I’ll fire other clients. I don’t feel bad.
Working with Dan forced me to look for better clients. It made room for a really lovely client who pays more and doesn’t have quite so many issues. It made me a better negotiator and less of a wimp.
So, how did I fire Dan?
It wasn’t easy.
First, I talked to Dan about all my concerns. He agreed to be more focused and to not call me at 2 a.m. That worked for a while. Then the real Dan came back and I knew I would be leaving the relationship.
I found more work (my new, sane client) to replace the work I’d lose by letting Dan go. Then, I called Dan and broke the news.
“Hi, Dan. This is just not working out for me. (YOU MAKE ME CRAZY!) The project scope changes everyday. It’s making it impossible for me to finish anything. At this rate the site will never go live. I’ve packaged up all the work I’ve done so far. I’ll send that over to you and let’s just call it even. (Bye, bye car payment.) Thanks so much for giving me a shot at the project.”
So, that was that …
But Dan was used to getting his way. He made promises, he whined, he negotiated, and he showed me the money: double my current rate.
Boy, I’m a greedy sucker. I took the dirty money. I knuckled down. I answered emails at 1 a.m. and soothed his paranoia at 5 a.m. The work got done. I got my money. I told Dan, “Goodbye (forever).”
Six months later …
“Hi there, I have a fabulous idea for a new site. This one’s really going to fly. I never did launch the other site, but this one’s going to be different. I’ve cleaned up my act. I have a whole outline for the site and deadlines in place. I’ve got advertisers already lined up. I just need my best writer on this one and I’ll be set. It will be great!”
I’m sure you can see where this is going.
Call me a glutton for punishment, but it was all about money. I could see a beach vacation financed by the end of this website. I just had to hang on, deal with Dan, and get the work done. But he really hadn’t changed and I need to grow some beach balls.
“Sorry, Dan. No more. We’re done. It’s over. I tried my best to work with you. I won’t work with constantly changing demands and deadlines. I know you’ve tried to be more organized this time around. I respect you for doing that, but it’s time for me to move on.” I was serious, firm, no nonsense.
Dan didn’t whine, or offer to raise my pay. He said, “Thank you.”
Note: Dan and I didn’t have a written contract. That seems silly to me, now, but I was young and stupider then. My current client agreements include an escape clause. This specifies what happens to the project work and payments if either of the parties has to (or wants to) leave the project at any time.
Have you ever fired a client? Has a client ever fired you? Do you have an escape clause in your contracts? Please confess.
*Names changed to protect the guilty and clueless.
Funny how the domestic violence cycle abuse also applies to client/freelancer and boss/employee relationships, isn’t it?
This article reminded me of a movie the could have ended 90 minutes earlier if the lead character would have simply told the truth! I guess I’m a little bit more direct and consider my time a little more valuable.
I loved this article…very funny and oh so true. I’d like to tell all writers not to be afraid to fire a client. I am a psychologist turned ghostwriter of books, so when I sign on with a client, the duration could be half a year. When my mind has said yes to the money or the project I liked, and my gut intuition screamed, “No.” I was sorry every time I didn’t listen to my gut. The client who needed hand holding has NEVER been worth the long hours, counseling time, or coaching about what a reader wants to read or how not to confuse drama-trauma with good writing. I’ve been listening to my gut for a full year now, and I have found better paying jobs with less anxiety. I have found the tighter my boundaries, the better my results.
@Melissa, Thanks for your comment. That relationship felt very much like a cycle I couldn’t get out of. Eventually I did and it’s certainly made it easier for me to spot bad business relationships earlier on in the process. Doesn’t mean I’ll never get involved in a wacky project again (because sometimes you really can’t tell what someone’s going to be like until you work with them), but I’ve learned not to suffer in silence, at least not for long.
I’m with Caron here. I, too, always feel sorry every time I don’t listen to my instincts. And Jodee, thanks for sharing. I just got off a very similar situation a couple of months ago, and I’m quite relieved that I’m not alone.
@Dee, You’re right, this was a hard lesson for me to learn.
I had one client who wanted me to write a 1,200-word article. Problem was, what started as a simple-enough theme kept evolving and becoming more and more meticulous–enough to have to write a novella. Article never got published, just as well since I never could understand what this client wanted.
Interesting post. I don’t think I could put up with anybody who called me at anytime after midnight, even if it was my mother. :o)
@Caron, Thanks for the great comment. My gut instinct didn’t kick in the first time around. But the second time I completely ignored it’s repeated NOs. Lesson learned.
Oh shoot. I mean #7, thanks for sharing.
@Mariella, So glad you were also able to extract yourself from a bad situation. Feels good doesn’t it?
@Richard, Thanks for adding your high maintenance client experience to the post and good luck on your job search.
@#4, I guess some people work best at night and assume everyone else does, too. I had to TRY to establish realistic boundaries with this client. Thanks for commenting.
This reminds me of an adaptation of Pareto’s Rule that a client studying for her MBA at the Drucker school of management told me:
80% of your business/revenue will come in from 20% of your clients
and
20% of your clients will cause 80% of your problems.
@Christine, You’re right on track. I didn’t learn about the 80-20 rule until after I met this client and went through the firing process. But it certainly holds true in my experience as a freelancer.
I fired a client yesterday. It was decent money and a regular pay check, but it was too stressful. I was spending too much of my free time working on it. Last year, I fired another client who provided me with steady work, but without raising pay, was asking to increase the length of the articles, add a sidebar, and use a minimum of 4 sources, preferably more. It was hard to say goodbye to both clients because they were a major part of my income.
But after I said goodbye to last year’s client, I noticed that I was able to replace that work with higher paying jobs. My income has doubled since then. I’m hoping for the same result from firing yesterday’s client.
Thanks #7 for sharing that dreadful story. I have a feeling that many of us have been there…although I don’t think I’d have ever taken calls as late as “Dan’s.” You are a trooper and should probably be canonized for putting up with such punishment and for so long.
Another thing to do (at least, I’ve found it useful),since time is money, and yours is worth every cent, so are their phone calls–per hour after the first 10 minutes of your time.
I love the “escape clause” as well in a contract. I believe legally, that’s called a non-binding contract…but I’m not sure.
(Is there a lawyer in the house who can tell us if that’s the right term?)
Great post #7!
@Sue, Thanks for sharing your client firing episodes. I’m glad you were able to replace the work with higher paying jobs. That’s my goal whenever I lose a client, or apply for a new gig. Here’s to the opportunities that surface after the storm.
@#9, I certainly didn’t feel like a saint when that projects was in the works. More like a dunce! But thanks for the complement. I did charge for every minute of time that client took. But he had deep, deep pockets and didn’t mind paying for every minute (makes him sound like a saint, doesn’t it).
Hey! I think I have worked for and fired “Dan”, too! Great topic choice, and great post.
I had to re-start reading this at first. “Dan” is everywhere….sometimes you just have to tolerate.
@Dani, Thanks for your complements. Much appreciated!
@kimberly, Yep, you have a point about “Dan” being everywhere and learning to tolerate. Every client has a little bit of “Dan” in them and no project is perfect. I tolerate until I find something better, then move on. Some high maintenance clients just need the boundaries explained to them (like no calling after 7 p.m.) and they can work with that. I’m learning from my mistakes.
It was the same with my “Dan”. He would call at all hours of the night and day, and I mean, all hours. He showed no respect for my time or the fact I had other clients, as well. He expected me to babysit him, and constantly remind him of things, even when I had already sent him multiple emails and called him multiple times. He continually changed things and then expected me to just ‘deal with it’. Once I secured other work, I dropped him faster than a hot potato.
Obviously, there are things that need to be tolerated in any job, but some clients are just not worth the stress. I found out later that my “Dan had a very high turnover rate with his sub-contractors/freelancers. Some formed a lawsuit against him for contract issues.
Most of my clients have been awesome, and I have learned because of my “Dan” experience how to weed out the “Dans” much more quickly so I don’t take them on.
Maybe some people are wired to deal with the “Dans” of the world – I recognize that I am not one of them, and steer clear of them. It works out better that way for us all. 😉
I’ve had a Dan before. I think DAN should become an acronym for a bad client. Let’s see… Dumb, Annoying Nincompoop?
#7 I like the way you presented your topic. I also liked the fact that you let us know that this was a personal experience. I’ve yet to run into a “Dan”, but I guess my time will come. When that happens, I’ll keep your suggestions in mind. Thanks.
I wouldn’t tolerate the all-hours calls, no matter who the client is. My cell phone is my business number, and that’s the number I give out to people. I’ve set my phone to turn on at 10 am and turn off at 5:30, and any off hour calls get dumped to voice mail. I know the topic of always being available came up on one of the other postings, but for your sanity, you have to set a boundary. Now, admittedly, in my case, using my cell as a business line isn’t a big deal. I rarely carry the phone with me, but if I do and there’s a work call past hours, I usually send it to voice mail.
Great article. I wouldn’t be able to put up with the late night calls, either. Emails, I don’t mind, but nothing else.
#7, nice writing style, btw. I have ADD and actually read the entire thing, instead of skimming 🙂
@Dani, Your Dan sounds suspiciously similar. I do think some people have a greater ability to tolerate and deal with difficult clients. I applaud them. It’s a skill set I’m working on, but like you said, sometimes the stress is just not worth it. I could be doing much better things with my time and energy. Thanks for your second comment.
@#12, Ha! But I think we should use D.A.N. so we don’t discriminate against all the really nice people in the world who have the upstanding name of Dan.
@Jenny B, Thanks for your complements. I’m glad you enjoyed the post. I hope you never run into a truly difficult, stress inducing client. I noticed on your blog that you are a teacher. So I bet you’ve already learned multiple ways to coping with difficult situations and setting boundaries. You’ll be in great shape if a Dan ever comes your way.
@Sue, Setting up phone “on” hours and using voice mail is a fabulous idea and great way to create separation between freelancing and the rest of life. Thanks for adding this tip to the post, and for coming back to comment again.
@ #7: I must have had “D.A.N.” on the brain when I copied your post. I like to deal with the text first and then put the candidate number at the top afterwards when I post stuff on behalf of our candidates. I did a typo and referred to you as “DANdidate #7”, LOL!
@Roberta, Thanks for the complement. I’m glad you liked my writing style on this post. I tried something new: short & sweet, usually I write too much. Oh, and darn you, I clicked over to your blog and now I’m hooked.
@Jodee, That’s funny. Now that’s going to be stuck in my head forever. Thanks for the laugh.
I should say I fired a client- a script writer- nightmare of all nightmares! Supposed to check it for historical accuracy, had an arguement every time I pointed out an issue, and EEEK never did get paid. I finally had to absolutely refuse to talk to him at all.
#7, Anytime, I really enjoyed the article. I like it when people write kind of like they talk. It’s easier to relate to, for me.
And thank you, glad you liked my “baby”. It’s a fun blog 😉
I think I worked for Dan too. This gig was one posted on craigslist.org – yes sometimes you actually do get the job. My ‘Dan’ begged me for content for their website – they were desperate. I sent idea after idea – bingo – my ‘Dan’ liked idea number 10! I wrote the article, back it came with further instruction. I rewrote it, added interviewee quotes and sent it off. Back it came again and again like a tennis ball being lobbied over a net. By the final edit -the article did not even closely resemble my query. Good Grief – 3 weeks worth of work for $50 and not payable until publication – whatever century that may be!
Great post. Was wondering if you could point me in the direction of a good boiler-plate non-binding client agreement – ?
I have had an experience like that. But not for “Dan”. I was also blinded by money. But as a result, I didn’t sleep for days and even more after the deadline and I still wasn’t finished. I had to give it up if I wanted any kind of sanity to remain.
@MJ, Thanks for sharing your experience with firing a high-maintenance client, and way to make way for better clients.
@Contestant #2. Nothing like a revision tennis match to ruin what could be a good working relationship. I’ve learned to limit the number of revisions. But problem clients often don’t understand limitations. That’s what makes them high maintenance.
@Cheri, I use information from Nolo. http://www.nolo.com There’s a whole section on freelancing “Independent Contractors” and you can buy books that included boiler-plate agreements of all kinds. Be sure to keep your receipts for the books, as a tax deductible expense. Also check Amazon.com for the Nolo books, as their prices are often cheaper than purchasing directly from Nolo. Some of titles can be purchased as e-books so you don’t have to wait for shipping to have a boiler-plate contract in hand.
@Jaq, Sorry to hear you had such a bad experience. It’s hard to step away from a project or client. It’s hard to lose that income. But when it starts to impact your health, your stress level, your sleep, it’s time to walk away. Hope you are feeling much saner now.
Is it reasonable to fire a client if they are always late on payment and won’t pay up until they have some new things that they need to fix?
i had the same problem before with a client.
the lesson there was – never trust a talkative wanna-be internet marketer if he didn’t even had the experience to back him up. he was a cheater. he hired me as a writer, but as time goes, i’m being told to do things that are beyond the scope of the job i applied for – market research, reading his looonng emails that sum up to whining and complaining about his life and relatives.
i quit the job for sure, and it was difficult for him because he had so much high hopes for the online business he’d wanted.