Sometimes you’re going to have client issues that you’re just not going to be able to resolve. It sucks, but it’s life. I dealt with one recently that left me feeling unheard, unappreciated, and unwilling to continue with the status quo. Unfortunately, it was a situation that had been quite lucrative in the past. But for reasons I can’t disclose, my attempts to find a solution to the situation were unsuccessful. And I had to make a difficult decision.
So what happens when you and your client cannot come to mutually agreeable terms? In my old PR courses, we were taught to approach each negotiation with our BATNA in mind – that would be our Best Alternative to Negotiating an Agreement. If you haven’t read “Getting Past No” do so. It’s an excellent guide to how to approach each business situation and either get what you’re after or be content with your alternative. And you’ve probably already used a BATNA.
In some cases, your BATNA is going to be a simple one – if we can’t get a workable contract, we part company. If the contract changes midway, we either renegotiate a new one or we agree in writing on an additional fee. If we butt heads and can’t communicate well, we wave goodbye to each other. If the working conditions somehow become unbearable, one of us walks away. Your BATNA is your last resort – that outcome you’re choosing should the goal not be reached.
Just because you try to get your point across doesn’t mean you will. It just means you’ve done what you can to alert your clients to a potential situation. If they don’t want to listen, you don’t have to continue, or you can choose to continue with things as they are. Your choice. Either way, if it suits you, it’s the right one.
So when you approach client negotiations, do you have an alternative to your desired outcome? What is it?
Before I start a negotiation, I know how far I’m willing to negotiate back. If that line is crossed, I’m out.
I am not afraid to walk away from a job. It’s better than being imprisoned with a ridiculous client.
Having been imprisoned in bad situations in the past, I agree. There is a limit to what any professional should have to take. In a few cases in the past, I’ve had to endure entirely too much just to deliver – sometimes facing ridiculous deadlines. Nowadays, I’m prone to stepping back, giving things a more skeptical eye, and then putting forth terms that make me happy, as well. If the client doesn’t accept those terms, I’m fine with walking away.
Define the boundaries and stick to them.
“In a few cases in the past, I’ve had to endure entirely too much just to deliver – sometimes facing ridiculous deadlines.”
Wow, I can relate to this. It’s a miserable place to be. I have to remind myself that when things get to this point I can walk away if need be. Sometimes walking away is necessary.
Kimberly, I had a client once who expected a 75,000-word technical document written from scratch and impeccably researched – in 3 months. Oh, and at ridiculously low rates. While I honored my commitment, I did push back on the arbitrary deadline and managed 5 months instead of 90 days. I swore then I’d never again take a project like that without negotiating a higher rate (and sadly, I had and it was still too low) and allowing enough time for the deadline to be met.
Walking away from a project is usually my last resort. When I’ve ultimately done so in the past, I’ve always been glad I did.
Like you wrote, Lori, there’s a limit to what any professional should have to take. Why be miserable when you don’t have to be?
It’s also important to measure the amount of misery vs. benefit sometimes. ;)) In some cases, a little bit of discomfort is offset by large amounts of money. I’ll take that! LOL
this is good stuff- i’ma hafta siddown and think through some BATNAs for some situays right now… thanx
I agree- define the boundaries and stick to them.
I lost a big client that would not, could not adhere to reason. I think she was bipolar. After numerous attempts to accommodate her needs, with neither one of us being happy, I finally put a limit to her endless requests for revisions. She soon notified me that she found another designer. Phew!
Losing that account was one of the best business decisions ever!
Sometimes Stacy the best thing is when they leave. You’re both happier! And that’s not to say they’re crazy or whatever, but that two people did not see eye-to-eye.
Well, maybe some of them are crazy! LOL