Spend time talking with a group of freelancers and the conversation will inevitably include someone’s unfortunate experience with a terrible client. Most freelancers have a story or two (or eight). While bad clients can’t be completely avoided, there are strategic steps any freelancer can take to contain the impact of a bad client. In this presentation, Nathan explains the how to create a system that preserves workflow and keeps problem clients in check.

1. Nathan IngraM
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2. From Birmingham, Alabama
Freelance Web Developer
since 1995
iThemes Training
Instructor since 2012
Business Coach for Freelance
Web Developers

3. I’m not an expert. I’m a learner.
My Qualification:
I’ve been doing this long enough
to have made all the common
mistakes already.

4. Friendly Monsters
Building Fences
5 Monsters You Should
Know and How to
Contain Them

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6. In my experience,
the most common reason
client relationships suffer is
a lack of clarity.
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7. A lack of clarity
often comes from
assumptions.
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8. Specify
everything.
Intake Form
Scope of Work
Contract
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9. Healthy relationships
are based on
healthy
commitments.
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10. From the start,
your process should
include opportunities
for clients to commit
at key points.
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11. Clearly define
expectations
and
consequences
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12. Proposal
Contract
Content Phase
Design Phase
Development Phase
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13. “The single biggest problem in communication
is the illusion that it has occurred.”
– George Bernard Shaw
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14. Without regular communication,
clients make assumptions,
and they usually assume the worst.
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15. Few things can improve
the client’s experience more than
clear, regular communication.
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16. Become a master of the
3 sentence email.
Past – Present – Future
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17. If you don’t document, you’re
relying on your own memory,
or worse…
the client’s.
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18. Implement a system that can
easily capture
all project communication.
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19. Basecamp
Teamwork
Evernote
Asana
CRM
Just Email
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20. The best system by far is
the one you will
consistently use.
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23. …and how to contain them
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24. Monster Marks
Asks endless questions.
Has no idea what he wants,
or he wants everything.
Has no goals or budget.
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25. Containment Strategy
Focus on Commitment
These clients are classic
time-wasters
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26. Containment Strategy
Use an intake form
Get to price early
Suggest a discovery phase
or consulting agreement
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27. Monster Marks
Expresses interest then
disappears unexpectedly
Repeatedly reschedules
planned meetings
Takes a long time to respond
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28. Usually well-intentioned but busy.
The website is not a top priority.
Tend to disappear during the
project, then reappear with
unreasonable demands when
timing gets critical.
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29. Containment Strategy
Focus on Clarity
Be prepared with a process for
handling disappearing clients.
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30. Containment Strategy
Have clear wording in your
contract describing projects
delayed by the client.
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31. Monster Marks
Sends 3am emails
with a 7:30 follow-up.
Insists on after-hours meetings.
Works weekends and holidays
and expects you to also.
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32. Containment Strategy
Focus on Communication
Clearly communicate how and
when you work
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33. Containment Strategy
Set the tone in the initial meetings
and how/when you follow up.
Don’t violate your boundaries.
Excellent candidate for
a PITA surcharge.
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34. Monster Marks
Wants an $8000 site for $1500
Overly concerned about cost
Doesn’t respect you or your work
Wants to pay you in equity
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35. Containment Strategy
Focus on Clarity
Be sure your scope of work
is crystal clear
You don’t have to work
with everyone
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36. Monster Marks
Everything is an emergency
Favorite word is NOW
Worked with a previous
developer who
“did everything wrong”
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37. Containment Strategy
Focus on Documentation
Keep careful records when you
deal with this client
Changes her mind frequently
and forgets previous decisions
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41. Video and Slides
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Code (35% discount)
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