February 2009

How to cope with the client from hell

We’ve all had them – the challenging client.

You know the client that you can never satisfy, or one who demands more than the contract scope, or that constantly changes his mind - the list goes on.

He may be inexperienced in dealing with freelancers, or just overworked.   He may be having a bad day, or just be a nasty person. 

Frequently, it will fall to you the freelance or consultant, to guide and teach the client on how to do their job – otherwise you will run over.  It’s important to deal effectively with the challenging client - for not only the frustration that may result, but your efficiency and profitability may be affected. 

The irony is that the client doesn’t always know he’s being difficult. 

The good and experienced client knows when to get involved, stay away and help bring out your best work.  They are a delight and are to be valued and nurtured.

There are steps you can take when challenges arise.  These actions are just good business.  Being professional in demeanor and project management pays off every time.

Here are several methods for dealing with a variety of unanticipated challenges a client may throw your way.

• Be proactive
• Keep good  records
• Communicate, communicate, communicate
• Let them know you care

Let’s take them one by one:

Be Proactive

          Don’t sit back and wait for the client to do their job.  They may have promised key information or have missed the deadline for providing feedback.  The key is to not wait.  Contact them; even nag a bit, in a nice way.  Let them know the schedule is threatened.  Offer to help them, or initiate additional research on your own. 

Keep a paper trail

          I recall the client who could not make up his mind as to the approach to a project.  This was only something he could decide.  I repeatedly explained the options and the implications of each approach.  On occasion I would remind him of the scope of services, since one option would have taken us out of scope.  The vacillation continued for weeks.  Each phone conversation resulted in a decision, which would then change in a few days.

Here’s what I did to deal with this client.

1. First, I began keeping thorough records of all communications.  I sent emails advising options and kept copies.  Each time he changed instructions was documented, either a note to the file or a follow-up email summarizing the discussion.  I wanted a paper trail in the event the agreement needed to be renegotiated or other problems in his expectations came up.
2. Then, I didn’t react to every conversation or event.  I quickly found it best to wait for the next discussion, then continued to wait while he hassled through the decision making process.  It became clear that he had partners he was trying to satisfy, as well.  By not reacting to every direction, I avoided eating up the budget running around in circles.  This also helped to manage my level of frustration.
3. At the appropriate time it was possible to move ahead to a successful conclusion to the project.

The guy meant well, he just couldn’t get his act together, so it was up to me to remain level headed.

Communicate, communicate, communicate

It’s sometimes a chore to keep in touch.  After all, you’re busy juggling multiple assignments and deadlines.  But keeping in touch with the client not only assures him that you are on track, but allows for potentially important feedback that can contribute to a better product. 

Communication becomes even more important when there are problems.  The problems may not be your fault, but if there is anything that jeopardizes the outcome, in content or schedule, it is always better for the client to know sooner rather than later.  The instinctive reaction is to hide any problems.  But resist this reaction for if there is something the client can do to help with the problem, give him the maximum amount of time to cope.

Ironically, jointly sharing a crisis can create a bond of trust and confidence that will strengthen and enhance the working relationship.

Let them know you care

            Caring is a matter of attitude and action.  The client will know when you are doing your best to create the best outcome for him.  Especially if you can be in front of potential problems or issues that may arise.  The client will trust you when he knows you are looking out for his best interests.

It is up to you, the independent contractor to mange the client’s expectations.  Don’t promise what you cannot deliver.  Always “under promise - over deliver.”   Clients are always delighted when you perform in advance of a deadline, or give the little bit extra that was not expected.

Manage what falls in your area of control and create satisfied clients.  Remember, the repeat client is much easier to get than a new one.  He is to be treasured and kept happy, even when he presents the occasional challenge.