What I’m reading: Inishfallen Fare Thee Well by Sean O’Casey
What’s on the iPod: Small Town by John Mellencamp
Sometimes, you can just rock a Monday. Yesterday was one of those days I had a list longer than Route 95 and only nine hours to work with. I managed nearly all of my list, with some small bits left over for this morning. I signed on with a new client, so I have projects, amen.
I have this conference in Vancouver coming up – and naturally, it’s right before any of my expected payments should arrive. Luckily it’s all deductible and I was able to use my mileage points and his to pay for airfare. I was more than a little ticked at US Airways. Last time I had mileage points, it took 25K for a free ticket. This time, that’s one way. And yes, they charge you mileage points EACH way now. I guess they figure since they shortchange you on their new points system, they’ll quell the bitching by allowing you to get at least one direction without paying. Real big of you, putzes. And thanks for charging us for sharing points.
I had time to watch an inspirational video in the morning. It’s long – over 30 minutes – but it is probably the best video for writers and business owners at any stage of their careers. It’s titled “F*ck You. Pay Me.”, and it’s by Mule Design’s Mike Monteiro. Watch it. It sums up how smart business people deal with clients.
Great points in it, too. It’s repeating what I consider to be smart advice – contracts always, breaking up with clients, and chasing payment.
I think the breaking up part is probably the toughest decision freelancers will make, too. Okay, the pleasers will always accept too little money or take the most ridiculous terms as acceptable working conditions. But in the end, the decision to fire a client has us wrestling with our consciences. How do we do it? Here’s how I do it:
Honestly. If they’re not paying enough, tell them. They can’t change their behavior if they don’t know they’re behaving badly. Hopefully, you’ve already asked them to increase your fee. If not, consider it. They can always say no, but what if they say yes? Just make sure this is the primary reason. No sense hanging on to a client who’s been awful to deal with.
In email. We’re writers. We do better on paper. So breaking up in email gives you the ability to edit and to make sure it’s stated clearly and cordially before you send it. You don’t get that luxury on the phone.
As soon as the problems become uncontainable. I’ve dropped clients mid project, but the conditions were awful or I’d have stayed through to the finish. Why? Because it makes for clearer invoicing and frankly, it’s the professional thing to do. If your client’s just called you a scum-sucking half-wit, by all means fire them immediately. If your client’s lumped ten more demands on you with a deadline of two hours from now, first fix their perception of time versus capability. Then finish and fire them.
Directly. As the video suggests, leave no doubt they’ve been fired. And make sure they know why. If you just float away, you’ll have to deal with scads of emails or phone calls, any number of “You haven’t finished our project!” notes when they think you’re doing what you’re sure your not doing. Better to do it with one swift, sharp slice rather than a few chops with a dull blade.
Professionally. There’s never a good reason to behave badly, even if your client is evil. Cordially let them know what the issue is you’re not able to work around, thank them for their business, and wish them well. I’ve had clients call me all sorts of fun little names or accuse me of not knowing a pen from a pixie stick (not literally, but the same idea). Doesn’t matter. The note that goes out is something like this: “I feel we’re not able to communicate effectively as a team. Therefore, I am unable to continue working for you on future projects.” Resist the urge to tell him he’s ugly and his mother dresses him funny. Even if it’s true.
How do you break up with clients?
7 responses to “Saying Goodbye”
Believe it or not, I haven't had to yet.That doesn't mean I have kept all of them. Some have drifted away, but since most were from my days of undercharging (before I learned better), it was a blessing in disguise. I loved working with them as people, but I was able to replace the lost income with higher-paying projects. 🙂
Cathy, you're fortunate! I hate firing clients. I wish everyone followed the rules and treated each other with respect. In a perfect world, huh?
I fired one way back. You remember, the place that took 11 months to pay for an article.
I'm about to fire another, but only after they pay all of their outstanding invoices in full. I've taken step one, explaining my policy not to work for places that don't see the importance of paying for services rendered.
If they don't pay soon, perhaps I'll remind them that failure to pay will leave them open to a copyright infringement lawsuit…for five of my articles that they published but haven't paid for.
Hi Lori. That is great that your husband has the same last name as me. I kept my birth name because I love it as my writing moniker.
That is a great video (and funny). I've had a few experiences so far that I hear are typical when you're learning the ropes, such as not getting paid in full (once) and also I was getting involved with small local businesses that couldn't pay much because I felt their pain. I'm over that right now. I need to pay my own bills. When I have stable income, I can probably do a charitable thing or two for trade or less money, but I see dead ends everywhere in my city. One local business client suggested indirectly to me that she wanted someone to watch her front desk while she was away. I just told her good luck with all of her endeavors. No way!
Paula, I think you're doing it the right way. First, refuse further projects until the bill is paid. If that fails to move them, mention the copyright infringement. Yep – you've got it down to a science! 🙂
Hi Krysten! Glad you came by. If it makes you feel better, most of us have done the charitable thing once or twice – and yes, to our detriment. The lesson is to move on and ask for more next time. And then more the next time, etc., etc. Let me put it to you via example:
I had a client once who talked me into doing his Website home page for $100. It was one page, he was nice and really easy to work with, so I thought "Where's the harm?"
The answer came a month later when he referred his mother and her partner to me. They wanted an entire website overhaul. I quoted them a fair price. They flipped. They were expecting – you guessed it – an entire new site for $100.
Never leave the impression that you're cheap with any client. It's a lousy selling point, and it attracts nothing but trouble. Trust me!
I have to be into the article at least somewhat to get going on it. Otherwise, the whole thing becomes blah.
Then there are times where articles should not be written. I was alerted to an article this morning published on a mill site. There was a big news event that happened locally, but it's about a very sensitive issue.
Someone decided to contribute an article about it,and had it published on a page plastered with advertisements. So, in other words, they wanted to cash in on someone else's misfortunes. I don't care how well written the article was or what angle they used, but it's insulting. And I told them so, this morning. I'm waiting for a response, which I'm sure will be something like "Everyone does it." I'm so mad right now, steam is coming out of my ears. LOL.
Oops, I put my comment on the wrong post. I guess I'm so mad, I can't even think straight. Sorry about that.