What’s on the iPod: Mercy by Duffy
Happy anniversary, husband of mine. The best decision I’ve ever made. 🙂
Yesterday started busy and ended the same way. I had newsletter copy to compile/chase down, a conference call, two blog posts to start, and an article to frame in. Not a bad start to a week. I have too many projects to not get ahead of things a little. I’m feeling fortunate that the largest project is delayed. That gives me time to get the bulk of things done and done correctly.
I was talking with the stepson about a particular client whose project I delivered per instructions. It came as a surprise to get it back with a chastising note saying it is not what was expected. I had to redo it to what turned out to be a completely different set of parameters. Yes, there was a contract, but this is a subcontracted job, and I’m being paid per hour. I’ll jump through that hoop a few times. I’m told this is a common occurrence with this particular client, so I didn’t take it personally.
Stepson asked how one would break it to the client that the project was delivered as promised and prove one’s case. I said that sometimes — like this time — arguing who’s right doesn’t matter and would end with the writer being replaced. It was a minor thing, in my opinion, because even if there is wheel-spinning going on, I’m being compensated for the additional work. Plus I have the additional buffer of the contractor. And the client is a genuinely nice person, just somewhat indecisive.
Then I told him that letting it go isn’t always the best choice; that sometimes we do have to prove there’s been no misunderstanding because there isn’t a per-hour payment to “fix” what isn’t broken. It happens occasionally that clients are as clear as a chocolate milkshake on what they want, and if they don’t see their “vision” spelled out as they see it in their heads, we’re getting blamed.
No, we don’t have to take it. Instead, we can assert ourselves in non-confrontational ways. Here are some things that have worked for me:
Forward the original agreement. It’s okay to send it back and say “Please help me. Here’s what I saw and how I interpreted it. Did I miss something?” It could be that after you and your client agreed, the client did some additional thinking, but forgot to include you on the changes to that agreement. That doesn’t mean they can say “I changed my mind and now I want this” without your being compensated, but you’ll be able to satisfy their needs better, which is the goal. (Make sure to draw up that new agreement and let the client know there’s still an amount due for the first agreement.)
Understand the motivation. If this argument is coming months out when you’ve added late fees to the invoice, that’s an attempt to avoid payment or at least delay it indefinitely. If you even suspect this, halt it by resending the original terms and a new contract, and reiterate that any additional work comes under that new agreement.
Ask for bullet points. Just as I’ve used bullet points to clear up client confusion, I’ve asked for them so I can be doubly sure I’m understanding. It’s okay to ask for clarification at any point in the project. It’s not looking stupid — it’s looking thorough.
Admit defeat. It’s okay after a few rounds of He Said–She Meant to pull the plug. You’re okay to say “Unfortunately, it appears as though we’re not communicating well enough for me to continue working with you. I regret this, but I think you’d have better luck with someone who matches more closely your communication style.” You may forfeit your pay (if you breach the terms of the contract), but if it’s not working, why prolong it? I’ve dropped clients after project completion, which means payment is still due, but I’ve also dropped them in the middle when the hostility levels went too high. I won’t engage in verbal warfare with people I’m working with/for. I simply won’t.
How do you deal with the client who doesn’t say what he/she wants?
One time a new-to-me editor assigned an 800-word, first-person story about the year my extended family exchanged hand-made Christmas gifts.
I had plenty of lead time, so I turned it in early, just in case she wanted any changes. (Did I mention that despite her multiple promises to send me a sample issue or two of the magazine – not available on newsstands – she didn't send them until after I'd turned in the article?)
About three weeks after I turned it in, the editor replied saying how it wasn't at all what she expected. She wanted a 3rd person piece highlighting three "quick and easy" projects anyone could make in 30 minutes or less – plus links to websites with instructions for making those gifts.
CLEARLY that wasn't what she originally assigned. While saying I'd be happy to rework it for her I also pointed out that baking cookies as gifts would even take more than 30 minutes. She changed it to an hour. (My take: Anything someone can knock out in an hour probably isn't going to be a spectacular gift.)
I got my $1/word and crossed that editor off my pitch list. So glad she's been replaced.
Nice save, Paula. And I'm not surprised she's been replaced.
Lori,I really don't like subcontracting for just that reason… even if I get to talk with the real client it seems like there's often some confusion just because it's not as direct a relationship as it might be.
And yes, I've fired clients… always been a good decision.