On another site, I was reading correspondence between a deadbeat client and a writer demanding payment. As I read through the exchange, the question came up in my mind – when is it okay to drop your professional demeanor and just let them have it? My answer? Never.
These are people looking for excuses to use to explain why you’re not getting paid. In the case I was reading about, the client had promised payment, lied about payment being sent, and then found fault with the writer’s work toward the end of about 5 or 6 months worth of the back-and-forth. The writer was understandably upset. He/she used profanity in the correspondence. It certainly got the attention of the deadbeat client, but it didn’t help the cause at all. In fact, the client got snotty and refused to discuss payment until the writer cleaned up the language. Again, wrong answer from the deadbeat, but getting upset obviously did not work for the writer.
The client is clearly in the wrong here. Months and months of promised payment that ends with the sudden questions as to the quality of the work? Oh, have we ever heard that one before! But I say the writer should have at that point stepped back from the emotions (which is tough, I know) and looked at the only issue that matters – payment was overdue and action was about to be taken. Anything beyond that is a waste of time and energy.
At the point where you think you need to tell them to go to H-E-double hockey sticks you should instead go to an attorney, a collection agency, a small claims court, etc. Actions, especially in this case, reap more than harsh words ever will.
Speak softly and have an airtight backup plan. Do you agree? Have you ever used profanity on a client? Do you feel it was justified? Is it EVER justified? Convince me.
I’m with you, Lori. Cursing to—or about—a client is unacceptable in my book. The lesson here is this: Have a well-written contract and always have a client sign it (and have an attorney ready to protect you!).
By the way, just want to thank you for your book recommendation a few weeks ago. I finished “Eat, Pray, Love” this week and I really enjoyed it. Thanks!
I, too, agree that maintaining your professionalism is the one thing that keeps you from stooping to the offending person’s level.
I used to have a client who liked to communicate over the phone, which made it a real struggle for me to remain professional when he tossed out ridiculous numbers during negotiations or wanted to pick at a non-existent error with the work. Once you lose your temper with them, it’s even worse because they can be all smug and say things like “I won’t speak with you until you calm down,” and other equally infuriating comments.
Always take the high road, and make them feel like they owe you something, that’s my business motto.
Ummm -no. I don’t think it’s ever justified. When I worked in advertising sales we were always advised to “take control” when dealing with unpleasant clients. Don’t allow them to control you. I agree with amanda nichole. I just won’t stoop that low.
Glad you liked it, Rebecca!
Amanda, I agree. Phone conversations are mighty tough sometimes. But my response to an unacceptable offer is to delay the decision and move it all to email. “Let me do some research into what it may take. How about I send you an email tomorrow once I’ve had a chance to review the work?”
A professional is ALWAYS better off taking the high road. Full stop. Otherwise you just add more problems to the mix and give others the opportunity to turn the focus on your recent bad behavior instead of leaving the focus where it belongs, on the original problem.
Well, we all know that I have no qualms about letting deadbeats have it, but even I’ve never resorted to profanity. I honestly don’t think it’s ever justified, and that includes instances where you are called vile names first.
Kathy, you’re very right. Never have you resorted to profanity even in conversation with me. I think the minute the writer goes there, his or her integrity is suspect. It’s just wrong.