What’s on the iPod: Baltimore Blues No. 1 by Deer Tick
It’s turning into a busier week than I first expected. While I did lose one project, I picked up a few more. It’s clearly January, for the clients are coming out of the walls again.
Sadly, one project ended because the client felt he and I were too far apart in our interpretations to make it through revisions. Despite my notes, taped conversations, and additional resources, the client was not getting what he wanted. No blame on either side — we just didn’t click with the communication.
It happens. How a writer handles it sets the tone for the business. Here are a few ways to approach a dispute or any other problem with your client:
Take a breath. Many freelance writers would call their client immediately if there’s a problem. That may not always be the best idea — often, I like to stop, reassess the entire situation, jot down notes, and come up with an emotion-free way to communicate with the client. Call or write, but allow yourself a little time to really nail down the issue and what you’re hoping to say.
Ask for the client’s expectations. What outcome would they like? Are you able to deliver it? If so, schedule additional time to talk. It could be you need to ask different questions.
Look for a mutual resolution. It may not be as bad as you think — remember, there are clients who call one errant comma “numerous errors.” It could be that one change or a few small changes could be all that’s needed. Ask for the client to get specific with feedback. What isn’t there that should be? Where does it go wrong? There’s always a chance your client hasn’t conveyed effectively all you need to get the job done.
Drop the who’s right/who’s wrong stuff. It’s not relevant. What is relevant is how to satisfy your customer. Resist the urge to say things like “You didn’t tell me this” or “If you had been clearer” and just stick to the facts. Don’t apologize if you really believe it isn’t your fault, but don’t point fingers, either.
Own up. If it really was your mistake (and it’s okay to make mistakes), own it. Apologize, offer to fix it immediately without additional charges, and make good on your offer. Then stop dwelling on it once the client is happy or you’ve found another resolution (parting ways, for example).
Explain the process again. Not every client understands how writers work. They may expect perfection out of the gate when in fact you work revisions into the project fee. If you haven’t communicated it up front, make sure to tell your client now what your usual process is.
Revisit contract terms. It’s rare I’ll give a client a break when they suddenly change their minds. However, there are exceptions to every rule, and when it’s clear the client isn’t making the move with any malice or ill intent, I’ll charge only for time spent on the project. I don’t do it often — three times in 12 years — but it’s an option when the circumstances fit.
How do you resolve client issues? What do you do when there’s a disconnect between what you’re delivering and what the client wants?
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