Client Horror Stories: Prevent Them. Deal with Them. Learn from Them.
I couldn’t believe it.
I’d been doing work for a jewelry company out of L.A. for nearly a year when, all of a sudden, they stopped paying their invoices.
After a few months, I told them I’d need to stop working until they got caught up on their payments.
The Marketing Director FREAKED out. She called me up—had me on the phone for nearly an hour—ripping my head off … yelling, screaming and calling me names. I had to hold the phone far away from my ear; it was so loud.
But then? She made me laugh. She called me “immature & unprofessional.”
I pulled the phone back in and said, “Excuse me. You’re screaming, calling me names, and I’M the one who’s unprofessional?” “YES!” she screamed. “Okay, carry on … “
I let her vent for upwards of an hour (knowing I’d be charging for every second).
Finally, when she began to calm down, I told her I’d finish up the current month’s work, then we’d be parting ways. I was not about to continue working with someone who treats people so poorly.
And, quite frankly, neither should you.
In this blog post, I’ll cover some of my best (worst?) client horror stories, some of my top red flags to look for, and ways to be proactive… as well as reactive.
WHY??
For whatever reason, some people like to take advantage of freelancers. Is it because we’re self-employed? Is it because they think they can?
I haven’t quite put my finger on it as to why. But I am on a mission to do something about it.
Now, of course, not every client is horrible. In fact, most are just fine, if not great. Yet it’s those select few who are unprofessional, immature, lacking integrity or just downright disrespectful and mean that really leave a bad taste in your mouth.
For example …
This was a campaign I worked on for a national restaurant chain. (Their name isn’t on this piece, so I can share it!)
The client hired me and a freelance designer—a friend of mine—to create a campaign that would promote their tequila and margaritas, including two waiting-area posters and a tableside booklet.
The client approved our concept, and off we went to do our respective things (copywriting and design).
We felt like we frickin’ knocked it out of the park. They loved the work. We were so excited!
But then? The night before it was supposed to go to print, they killed the project. They’d decided to produce something in-house at the last minute.
Okay. They’re totally welcome to do that … even if what they produced sucked (and ours went on to later win awards). We closed out the job and sent in our invoices. Thirty days went by, and I still hadn’t been paid. I checked with my designer friend … and he had.
Wait. What? I didn’t understand. His invoice was three times as much as mine!
For months, I followed up. And for months, I heard crickets.
So, I decided to bypass my contact and go straight to the accounting department.
This finally triggered a response from the Marketing Director, who fired off a nasty email to me.
“I cannot believe how much time and energy you put into collecting this!” she said. “For the amount of money, it’s just not worth it!”
Yeah … See, it’s not even about the money. (I mean, it is. And …) It’s about the principle … adhering to your agreement … and treating people with respect.
I finally did get paid (thanks to my trusty contract).
Come to find out, the designer just happened to be her next-door neighbor. Maybe that’s why he got paid sooner because she knew she’d have to face him. I’ll never know …
Get it in Writing
But this is why having everything in writing is so super important. This is why having a contract—and using it!—is essential as a freelancer.
I know it can be scary … using a formal legal document. But I cannot begin to tell you how often it can save your backside … more times than you’ll ever want to admit it needs saving.
Having a contract also shows that you mean business … that you’re not just some fly-by-night freelancer who doesn’t know what they’re doing.
Stand Up for Yourself
Even then, you need to stand up for yourself. I know it can be hard. But if you don’t stand up for yourself, who will? You have no boss, no supervisor, no coworker. It’s just you. You’ve got to be your own hero.
I once had a guy break so many rules in the book. His communication skills, his attitude … were all just so horrible.
I’d had enough. So, I walked. I wished him the best of luck (‘cuz Lawd knows he’s gonna need it!) … and kept his deposit as a kill fee.
Honestly, I should’ve known better. I’d even told my husband after I’d first met with this guy. I said, “Something’s up. I just don’t get a good feeling about him.” Yet, the client had signed my contract and paid the deposit right away with no concerns (two things that are usually good indicators of whether a relationship will go south). I thought to myself, “Well, this ought to be quick and easy. Let me just get in and get out.”
AND sure enough, he ended up being a nightmare to work with. Like, his reality was SO very different than mine.
We can look for red flags. We can listen to our gut. But we absolutely, positively, have to stand up for ourselves.
Speaking of red flags …
There are plenty of red flags you can look for to help protect yourself. Things such as:
They won't sign your estimate or contract ... or pay a deposit. This could be legit. Ask questions. Find out why. Like if they have a contract of their own, it could be okay. If it seems suspect, it probably is.
They won't pay you until they get paid by their client. I’ve never understood this concept. Do you think they tell their credit companies or utility companies the same thing? Uh, no. Freelancers are not financial lending institutions! Don’t let them treat you as such.
They compare your rate to other freelancers. Yet, what if that other freelancer is nowhere near your same talent level, years of experience, etc.? It’s like comparing apples to oranges.
Oftentimes, it’s best to walk away before trouble even arises.
Trust your gut. It knows things your head and your heart aren’t ready to handle yet. Listen to it. In my experience, it’s been right 99% of the time.
It always strikes me as funny, though, when clients think I don’t know what I’m doing … like with something that’s a common business practice, such as making a request for a deposit upfront.
One prospective client declared, “I’ve worked with scores of freelancers before. No one’s ever asked for that!”
Like I make up the industry standards. Ha!
But wait. Why have they worked with so many freelancers?? Maybe the problem isn’t the freelancer …
When situations like these arise, save yourself … and your sanity.
For example …
Insane in the Membrane
I once fired a client before they were even a client. Okay, edit. I once fired a PROSPECTIVE client before they were a client.
This guy was acting absolutely insane … I knew he’d be bad for my mental health.
And quite honestly, I wouldn’t have put up with so much if it hadn’t been a friend’s DAD … Ugh, it was so awkward!
This guy was ALL over the board. There were 12, count ‘em, 12 red flags here:
Many of these things I could’ve never imagined. Like who can’t answer a simple question? Who can’t distinguish between a (clearly-marked and labeled) estimate and contract? Who needs my physical address (before any sort of talk of payment)?
All of this happened before the estimate was even signed.
I was already frustrated. And I could tell he was, too. So, I cut my losses.
Let me tell you, friends: No amount of money is worth sacrificing your mental health. Neither is any sort of friendship.
The cool thing is, though, is that when stuff like this happens …
You CAN Fire a Client
And it’s totally okay to do so.
Sure, it’s scary at first. But once you get the hang of it, it’s glorious and oh-so-empowering!
Just remember, it’s nothing personal, it’s just business. Act professionally. Be polite. And be sure not to burn a bridge as you cut ties.
But before doing that, let’s discuss how you can be proactive to try to avoid any of these headaches in the first place.
Be Proactive
Do your homework. Research the company, your contact … look at their reviews.
Watch for red flags (as mentioned above).
Add notes on your estimate and invoice, indicating things like deposits and late fees.
Get EVERYTHING in writing. For example, after a meeting, consider typing up your notes and sending them to the client to ensure you’re on the same page.
Put together a creative brief if they don’t offer one for you.
Use a contract. Get everything spelled out so there are no questions down the road.
Communicate well throughout the entire project. Be transparent.
Consider sharing a ‘Working with Me’ document or add a ‘What to Expect’ section on your website.
Really, there’s an easy way to try and avoid all this. At least with as much as you can control. Set the example by having good business practices, be open and honest, and kind and communicative. Have integrity and adhere to your promises.
Even then, as proactive as you can be, sometimes, you just can’t help but be reactive.
You too, huh?
#MeToo
I had one client I’d been working with for a few months. We’d set up a virtual agency where several of us (designer, writer, social media manager, etc.) catered to this guy’s business, doing marketing for his firm regularly.
One day, after a team meeting at his office, he invites us all out for a quick happy hour. Drinks are on him, he says. Cool!
So, we all go, and we’re having a grand ol’ time.
Then my team members start leaving one by one. In the meantime, I notice my client is getting hammered! I decided it was time for me to leave as well.
My client insisted on walking me to my car. Was he being a gentleman or creepy? It was too soon to tell.
My car was right in front of the restaurant. It was light out. It was a good part of town. It certainly wasn’t necessary.
Needless to say, things turned very unprofessional very quickly, as he offered me an indecent proposal.
I thought, surely, he was kidding. He knew I was married. And he was engaged! (Plus, you don’t cross that client / vendor line, like, ever.)
I told him he was drunk and to go home.
A few weeks later, and there he is smacking me on the ass at an event.
Maybe he went to the Harvey Weinstein school of business; I don’t know. Needless to say, we had to have a little chat …
And … believe me, none of that happens anymore.
So, yeah. Sometimes, you’ve got to be reactive. Especially if the client is being abusive, disrespectful, irrational, harassing, etc.
Be Reactive
Take the emotion out of it. Sure, feel the emotion. Honor the emotion. But don’t react with emotion. You want to ensure you keep the upper hand.
Take a break before responding if need be. Cool off first. Take a walk, go for a jog, pray, meditate, play with your dog/cat/parakeet, have a beer or glass of wine (just one!), sleep on it … anything to calm down before responding.
Communicate in person or over video, if possible. Face time is essential for both you and the client to see facial expressions and better assess tone than phone or email.
Whatever you do, maintain professionalism. Don’t yell, type in all caps, call them names, etc. They may have no problems tarnishing their own reputations, yet you don’t want to do that to yours.
Offer an alternate solution. Maybe you send them a referral or to an online job platform. You’re still acting as a problem solver even when they’ll no longer be your problem.
Walk away if necessary. There’s plenty of work out there. With people who WILL treat you well. You just have to find it.
Wish them well.
Sound the Alarm
I remember it vividly. I was SO stunned by the request.
Years ago, I was hired by a mid-sized construction company to help write a presentation for them.
I met with my contact weeks before it was due and discussed the assets that I’d need in order to write the presentation.
Time went on, and I didn’t receive anything.
My mistake: I didn’t follow up. I got busy with other projects and figured I’d hear from my contact when he was ready. Maybe the presentation got canceled or postponed. Who knew?
Fast forward to the evening before he’s to present. It’s after hours, and I get a notification of a new email. (I try not to check work email after hours, but curiosity got the best of me that day.) It was from my contact.
He had the info requested weeks prior and was now expecting me to drop what I was doing and burn the midnight oil so he’d be ready to present in the morning.
Uh, no.
Remember that ol’ adage?
I replied (Shame on me … wait ‘til the morning, Jules!), letting him know that was a big ask, yet, looking out for his best interest, I’d help out for a rush fee.
He didn’t like that.
Did I mention? Not only was this an expectation I’d work through the night (outside of normal business hours) and an imposition on my personal time, but it was also a holiday.
I wasn’t even home where I could get to work right away. I was with family.
I tried to explain that; it didn’t matter. Nor did he believe me (Some people celebrate different holidays, dude) and frankly, he didn’t care.
I presented his options. He could:
Take me up on up my offer so he’d be ready in the morning.
Try to find another copywriter at the 11th hour. (Heh, good luck!)
Or have nothing at all to present.
He took me up on my offer.
I worked all night … and he paid rush fees.
Needless to say, we haven’t worked together since. And that’s fine. Because I’m not in the business of being taken advantage of.
And neither are you.
You are NOT a Doormat
Listen, friends. You are not a doormat. Don’t allow people to treat you as such.
People will try to take advantage of you … just because you’re self-employed.
Here’s the trick: DON’T LET THEM!
The more we collectively do this as a whole workforce … The more we stand up to unfair treatment, the better off we’ll be.
Just like in life, in business, people will treat you with what you allow. Don’t allow mistreatment!
Let’s all put a stop to things like these outrageous client horror stories and advocate for things like the Freelance Isn’t Free law.
So, Remember …
If there’s anything you take away from this blog post, remember these three things:
Be proactive.
Watch for red flags.
Get everything in writing.
Ask questions.
Trust your gut.
Be reactive … Respond professionally.
Stand up for yourself.
Walk away if necessary.
And continue to ROCK your freelance business.
If there’s anything I can do to help you with a difficult client, please let me know. I’m happy to help guide you through the rocky waters so you end up on top.
