The Ugly Truth About Freelancing: How To Deal With Difficult Clients

Summary

In this video, Alex addresses the challenges freelancers face with difficult clients, offering strategies to set and maintain boundaries. The script emphasizes the importance of having difficult conversations, reassessing client relationships, and using contracts to clarify expectations. Alex provides five tactful methods for ending client relationships professionally and shares a crucial mindset shift: recognizing the power and autonomy freelancers have as business owners in choosing whom to work with.

Takeaways

• 🛡️ Setting and maintaining boundaries is crucial for freelancers dealing with difficult clients.
• 🌟 The ability to have difficult conversations is a vital skill for freelancers and business owners.
• 💡 Tim Ferris' quote emphasizes that success is often measured by the willingness to engage in uncomfortable conversations.
• 🤝 It's important to approach difficult clients with empathy, considering they might be overwhelmed or scared.
• 📝 Clear contracts or statements of work are essential for outlining client expectations and boundaries from the outset.
• 🚫 Standing your ground politely and firmly is necessary when a client's behavior crosses a boundary.
• 🔄 Assessing the importance of a client and the potential for a positive working relationship can guide decisions on whether to continue or end the partnership.
• ❌ Knowing when to fire a client is key, especially when they drain your energy, time, or are toxic to your business.
• 🔍 Providing alternatives, such as recommending another service provider, can be a tactful way to end a client relationship.
• 💼 The ultimate mindset shift for freelancers is recognizing that they are business owners with the power to choose their clients.

Q & A

What challenges do freelancers often face with difficult clients?

Freelancers often deal with energy vampires, late payers, nitpickers, low ballers, passive aggressive commenters, and clients with impossible expectations, which can push their boundaries and test their patience.

What was Alex's initial approach to dealing with clients early in her career?

In the beginning of her career, Alex let her clients call the shots, lost sight of her boundaries, lowered her prices, worked on weekends, and agreed to unreasonable deadlines without a second thought.

What is the most important skill for freelancers to learn according to the video?

The most important skill for freelancers to learn is how to have difficult conversations, which is essential for discussing money, setting expectations, and communicating boundaries.

What quote by Tim Ferriss is mentioned in the video and how does it relate to success?

The quote by Tim Ferris is: 'A person's success in life can be measured by the number of uncomfortable conversations he or she is willing to have.' It relates to success by emphasizing the importance of facing and engaging in difficult discussions for personal and professional growth.

When should a freelancer consider firing a client according to the video?

A freelancer should consider firing a client if they deplete the freelancer's energy, creativity, self-worth, prevent them from working with other clients, are toxic, impossible to manage, constantly demanding, don't respect boundaries or time, or are overly critical.

What are some tactful ways to fire a client as suggested in the video?

Some tactful ways to fire a client include: stating the business is taking a different direction, saying the work is outside the scope of what's offered, admitting that the freelancer isn't the best person to help, suggesting a different freelancer or agency, and expressing that the client and freelancer are not a good fit.

Why is having a contract or statement of work important when working with clients?

Having a contract or statement of work is important because it clearly outlines expectations and boundaries, preventing confusion and misunderstandings, and providing a reference for resolving issues.

What is the mindset shift that Alex suggests for freelancers regarding their client relationships?

The mindset shift Alex suggests is for freelancers to remember that they are business owners with full control over which clients they decide to work with, and that every client relationship should be mutually beneficial.

How can freelancers assess whether a client relationship is worth salvaging?

Freelancers can reassess the importance of the client, set clear expectations from the start with a contract, stand their ground by politely pushing back, and consider if the situation can be turned around or if the relationship is toxic.

What is the recommended approach when dealing with a difficult client who may be overwhelmed or scared?

The recommended approach is to take an empathetic approach, understanding that the client may be overwhelmed or scared, and to have a candid conversation to resolve the issues rather than immediately ending the relationship.

Why is it beneficial for freelancers to be comfortable with having uncomfortable conversations?

It is beneficial because these conversations often lead to a resolution and a new perspective, allowing for growth and thriving in the business, and they prevent misunderstandings and misalignments in expectations.

Outlines

00:00

🛡️ Setting Boundaries with Difficult Clients

This paragraph introduces the challenges freelancers face with difficult clients, such as energy vampires and late payers, and emphasizes the importance of setting boundaries. The speaker, Alex, welcomes new viewers to the channel focused on marketing, copywriting, and freelancing, and teases a discussion on maintaining boundaries with challenging clients. Alex shares personal experiences from a decade in freelance copywriting and the initial struggle with client boundaries, including accepting low rates and unreasonable demands. The paragraph concludes with a promise to share a significant mindset change that helped Alex navigate these issues more effectively.

05:02

🗣️ Mastering Difficult Conversations for Business Growth

The second paragraph delves into the critical skill of having difficult conversations, which is often overlooked by freelancers and entrepreneurs. Alex stresses that this skill is essential for discussing money, setting expectations, and addressing boundary violations. A quote by Tim Ferris is highlighted, suggesting that a person's success can be measured by their willingness to engage in uncomfortable conversations. Alex assures viewers that such conversations typically lead to relief and new perspectives, encouraging them to embrace discomfort as part of their professional development.

10:02

🤝 Assessing Client Relationships and Contractual Clarity

In this paragraph, Alex discusses strategies for dealing with difficult clients, advising against rash decisions to terminate client relationships. The speaker suggests considering the client's importance, using contracts to set clear expectations from the outset, and standing one's ground when necessary. Alex emphasizes the importance of being polite yet firm when addressing issues with clients. The paragraph also explores the possibility of turning around challenging situations and provides a set of questions to help freelancers decide when to continue working with a client or when to let go.

Keywords

💡Energy Vampires

The term 'Energy Vampires' refers to individuals who drain the emotional or physical energy of others, often through negative or demanding behavior. In the context of the video, it is used metaphorically to describe difficult clients who can be emotionally draining for freelancers and business owners. An example from the script is when Alex mentions 'From energy vampires to late payers,' indicating the range of challenging client behaviors.

💡Boundaries

Boundaries are limits or points up to which something can go without becoming unacceptable or harmful. In the video, setting and maintaining boundaries is a central theme, as Alex discusses the importance of freelancers establishing clear limits with their clients to protect their time, energy, and professional standards. The script emphasizes the need for freelancers to 'stand your ground as a freelancer, and hold your boundaries with difficult clients.'

💡Freelancer

A freelancer is a self-employed individual who offers services to clients on a contractual or project basis, rather than working for a single employer full-time. The video is aimed at this demographic, providing advice on dealing with challenging clients. Alex, the speaker, identifies with the audience as a fellow freelancer, sharing personal experiences and strategies for managing client relationships.

💡Difficult Conversations

Difficult conversations are discussions that involve sensitive, uncomfortable, or potentially contentious topics. The video emphasizes the importance of having such conversations for freelancers to address issues like unrealistic client expectations or crossed boundaries. Tim Ferris's quote cited in the script, 'A person's success in life can be measured by the number of uncomfortable conversations he or she is willing to have,' underscores the necessity of this skill in business.

💡Micro-managing

Micro-managing refers to a management style where a manager closely observes or controls the work of their subordinates, often to a level that can be seen as excessive or overbearing. In the script, Alex mentions that some clients may unknowingly engage in micro-managing due to their fear or difficulty in letting go of control, which can be challenging for freelancers to handle.

💡Tactful Firing

Tactful firing involves ending a professional relationship in a considerate and diplomatic manner to avoid burning bridges or damaging reputations. The video provides five ways to fire a client on good terms, which is crucial for maintaining professional integrity and relationships. An example from the script is giving the reason, 'I'm taking my business in a different direction,' which is a tactful way to end a client relationship.

💡Expectations

Expectations are beliefs or anticipations about what will happen or what someone will or should do. The video discusses the importance of setting clear expectations with clients from the start, often through a contract or statement of work, to prevent misunderstandings and ensure a healthy working relationship. Alex stresses the need to 'set clear expectations, from the start with a contract.'

💡Contract

A contract is a legally binding agreement between two or more parties that defines the rights and duties of each party. In the context of the video, contracts are highlighted as essential tools for freelancers to outline the scope of work, expectations, and boundaries with clients. The script suggests that even established client relationships can benefit from introducing a contract to ensure clarity.

💡Mindset Shift

A mindset shift refers to a change in one's perspective or way of thinking about something. The video concludes with a significant mindset shift that Alex experienced: 'I am a business owner and I have full control over which clients I decide to work with.' This shift empowers freelancers to view themselves as being in control of their client selection, rather than feeling obligated to accept any work that comes their way.

💡Professional Bridges

Burning professional bridges refers to damaging relationships in a professional context, which can have negative long-term effects on one's career. The video provides advice on how to avoid this by ending client relationships professionally and tactfully. The script mentions not wanting to 'burn professional bridges or risk your reputation' when firing a client.

Highlights

Dealing with difficult clients requires setting and maintaining boundaries.

Freelancers often struggle with boundary setting due to a lack of experience.

The importance of mindset work in shifting the dynamic with clients.

Five tactful ways to fire a client while preserving professional relationships.

Learning to have difficult conversations is a crucial skill for freelancers.

Tim Ferriss' quote on the measure of success through uncomfortable conversations.

When to stay with a client and when to let go based on their importance and potential.

The necessity of clear expectations and contracts in client relationships.

Standing your ground politely and explaining the impact of client behavior.

Assessing if a situation can be resolved or if the relationship is toxic.

Approaches to firing a client, including redirecting the blame to business direction.

Refusing work outside the scope of expertise and offering alternatives.

Suggesting other professionals when you're not the best fit for a client's needs.

Honesty in expressing why a client relationship isn't a good fit.

The mindset shift of being a business owner with full control over client selection.

The realization that clients are not bosses but partners in a mutually beneficial relationship.

Encouragement to freelancers to be their own boss and make empowered decisions.

Transcripts

From energy vampires to late payers,

nitpickers, low ballers,

passive aggressive commenters,

and impossible expectationers,

when it comes to dealing with those difficult clients,

how do you set and keep boundaries?

(cheerful music)

Hey, Posse, what's up?

It's Alex.

If you're new to the crew, welcome.

This channel is here to bring you the latest

in marketing, copywriting, and freelancing

so for more videos like this one,

go ahead and hit subscribe below,

and don't forget to ring that bell to be notified

when my next video goes live.

Now, I am very excited about today's video,

because I feel like this is a topic

that all of my fellow freelancers

and creative entrepreneurs can relate to.

No matter your niche or industry,

when you work in a client-based business,

you're bound to stumble across one or two

or three or four clients that push your boundaries

and your buttons, and trust me, I have been there.

After a decade of running

my own freelance copywriting business,

I have dealt with my fair share

of difficult clients and boundary pushers.

And in the beginning of my career,

I did what most new freelancers do:

I let my clients call the shots

and completely lost sight of my so-called boundaries.

I lowered my prices to unreasonable rates.

I let clients call me on the weekends.

I'd work all hours of the day,

and I would agree to the most ridiculous turnaround times

without a second thought.

But over the years,

I did a lot of mindset work to shift that dynamic,

but there was one big mindset change in particular

that really shifted everything for me,

and I'll tell you more about that at the end of this video.

But first, what I really want to talk about

is how you can actually stand your ground as a freelancer

and hold your boundaries with difficult clients,

what to do when that doesn't work,

and most importantly,

I'm gonna give you five super tactful ways

for you to fire a client on good terms

without burning professional bridges

or risking your reputation.

So, let's get right to it,

the most important skill you will ever learn.

As a freelancer,

you're constantly learning and reviving your skills, right?

I mean, you kind of need to if you want to stay in demand

and on top of the industry trends,

but there is one skill in particular that most freelancers

or entrepreneurs in general just never learn,

and that is why they struggled to hold boundaries

and find it impossible to say goodbye

to those bad apple clients,

and that skill is this:

Learning how to have difficult conversations.

Here's the thing,

when you're a freelancer or a business owner,

you have to learn this skill.

Whether it's talking about money,

setting proper expectations,

or communicating a boundary that's been crossed,

people hardly ever see eye to eye on everything,

and people definitely aren't mind readers,

which means that having difficult conversations

is often the only way to truly grow

and thrive in your business.

So, one of my favorite quotes of all time

by Tim Ferris is this:

"A person's success in life can be measured

by the number of uncomfortable conversations

he or she is willing to have."

After a decade in the business,

I can tell you that no truer words have ever been spoken,

and I promise that, 9 times out of 10,

what starts as an uncomfy conversation

ends as a giant relief and a new perspective.

So, buckle up,

because it's time to get comfy with being uncomfy.

All right, next up,

let's talk about when to stay and when to go.

All right, so now that you're getting comfortable

with getting uncomfortable,

let's talk about how to actually approach

and handle those difficult clients,

because just because you're willing to have

those difficult conversations doesn't mean

you need to go around and fire every single client

that pushes your boundaries,

because remember, no clients are perfect.

Nobody's perfect,

and most clients simply don't realize

they're being difficult unless you tell them.

Trust me on this one,

because I have been on both sides of the equation,

as the fed up freelancer

and, yes, the imperfect client as well.

Now, here's the thing you need to remember

about those difficult clients.

When you're an entrepreneur or hiring a team

or putting something out there into the world

with your face and name on it,

it can be really, really scary and difficult

to let go of all those things that you used to do yourself.

I have been there.

I am going through it right now, which can sometimes,

and completely unknowingly to the client,

lead to unwanted micro-managing, nitpicking,

or even asking for a million revisions.

It's not that they don't appreciate your value and talent.

Sometimes it's simply that they're having a really hard time

letting go and trusting the process.

So, before you take the harsh approach

and just throw in the towel

on what could be a really great working relationship,

instead, try the empathetic approach

and think maybe your client is just overwhelmed or scared,

and that maybe, just maybe, all you need

is one candid conversation to resolve the issues.

So, with that said,

how do you really know when you should fire a client

and when you should stick around to try to make things work?

Well, here are a few things to consider

before you say goodbye.

Number one, reassess how important this client is to you.

If you love working with a client

and you see a good future working relationship with them,

then the temporary uncomfortableness

of a candid conversation will likely be well worth it.

Really great clients are few and far between,

so if you think you have a good one,

then it's silly to just throw in the towel

over a little misunderstanding or an unclear boundary.

Number two, set clear expectations

from the start with a contract.

I cannot stress this one enough,

always enter into your client relationships with a contract

or a statement of work that clearly maps out

the expectations and boundaries.

That way there's never any confusion,

and any misunderstandings

can be quickly cleared up with that contract.

And if you're kicking yourself

because you have clients with no contracts,

remember it's never too late to get one drafted up.

Even if you've been working with a client for years,

you could simply approach them and say,

"Hey, as my business grows, I've realized

that I need to start keeping better documentation

of my clients' needs and expectations,

so I've drafted up this contract

to make sure that we're always on the same page.

Could you look it over and come back to me

with any questions or revisions you might have?"

Number three, stand your ground.

Don't be afraid to push back politely and stand your ground.

Be ready to clearly explain what the problem is,

how it's impacting your work, their business,

or others on the team,

and what needs to change going forward.

Try to keep it as factual and unemotional as possible.

I know this one can be tricky.

Stick to using facts and stats

and specific examples if you have them.

And remember, no matter what happens in the end,

your client will respect you more for having the courage

to stand up for yourself and hold your ground

and stick to those boundaries.

Number four, ask yourself,

can this situation be turned around,

or is the relationship just flat out toxic?

If it's toxic, get out fast,

and that leads me to five tactful ways to fire a client.

So, sometimes, despite your best efforts

and most candid conversations,

the best solution will always be to say goodbye.

Firing a client is probably the right thing to do if:

one, they deplete your energy, your creativity,

and worst of all, your self worth,

they keep you so busy that you can't work with any other

potentially better or higher paying clients,

they're toxic, impossible to manage,

constantly demanding additional work,

don't respect your boundaries or time,

or are over critical or negative.

If you've been through those four "Should I stay" questions

and still feel confident that it's best to move on.

So, once you've made the decision that it is,

in fact, time to move on,

here are five super tactical and professional ways

that you can end the relationship

without any guilt or shame or resentment from either party.

All right, here's the first one:

I'm taking my business in a different direction.

This is a great way to redirect the blow

and make it feel less personal to the client.

Say you're firing a client that you write content for,

and you're no longer offering that service anymore,

then it's not necessarily your client's fault.

It's the business direction's fault.

All right, next one:

This is outside the scope of what I offer.

Sometimes clients will give you work

that's outside of what you specialize in or want to do.

This is where a contract or a statement of work

will really come in handy, but even if you don't have one,

remember that it's your business and you get to decide

what you say yes and what you say no to.

I don't believe I'm the best person to help you with this.

So, giving a reason like this lessens the blow,

because it's your way of saying, it's not you, it's me.

There's no point in wasting your or their time

if you can't sufficiently meet their expectations.

This will allow them to go find someone

who is a better fit for their needs,

and you can find someone that's a better fit for you, too.

This isn't something that I'm able to help you with,

but I know someone who can.

Suggesting a different copywriter or freelancer or agency

is something they would likely greatly appreciate.

This is one of my favorite ways to say no,

because it comes across

as actually very helpful and genuine.

Most business owners hate searching for a freelancer

that meets their expectations, because, let's face it,

they are hard to find, so by you helping them,

you are really doing them a favor.

And lastly, I appreciate you thinking of me,

but I don't feel like we're a fit.

So, this is a good one for those clients

that you just do not see eye to eye with.

Remember, you don't owe them an explanation beyond this,

but honesty is always the best policy.

Tell them exactly what isn't vibing for you,

and that'll really help them out

when hiring their next freelancer.

All right, now for the big mindset shift I promised you,

the single biggest mindset shift

that changed everything for me.

So grab a pen and a piece of paper,

because this is a juicy one

and you'll definitely want to write this mindset shift down.

I am a business owner and I have full control

over which clients I decide to work with.

Now, this mindset shift is really hard to make,

especially as a beginner,

because, as a fresh-on-the-scene freelancer,

you want to make a good impression, do a great job,

get referrals, and maybe even get a client testimonial.

So you tend to naturally fall into

that employee/employer way of thinking,

but allow me to remind you of something.

You are your own boss.

That is why you started your freelancing business.

Your clients are not your boss, they are your clients.

Every single client relationship you enter

is done to be mutually beneficial to both parties,

you and your client.

And remember, at the end of the day,

you are the expert and they need you and your skills.

All right, guys, give me a thumbs up below

if you found this video helpful.

I will see you next week with a brand new video.

Until then, I'm Alex.

Ciao for now.

All right, guys, if you enjoyed that video,

make sure to check out the next one from me right here,

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(cheerful music)