As a virtual assistant, I must admit that I’ve experienced some unique challenges in my business. However, for the past month I’ve had the experience of chasing down a client that just seems to have vanished into thin air! I cannot get her at her office, her cell phone and via email. To the person that works virtually, this tends to be a very frustrating ordeal. How do you deal with difficult clients when working virtually? I found this article on life123.com by Rachel Mork to be useful and hope you do too..
In an ideal world, all of your client relationships will be pleasant, positive and easy to manage. In reality, that won’t always be the case and you’ll occasionally have to deal with difficult clients who don’t communicate clearly, have unreasonable expectations or delay projects or payment. Dealing with difficult clients is part of being in business, but with some careful planning and good decision making skills, you can learn how to identify problems before they start and manage them effectively when they arise.
Setting Expectations
Good client management begins before you start or even commit to work. The more you understand what your clients wants from you, the better equipped you’ll be to set expectations for the project and your relationship. Start by communicating your services and service terms to the client clearly and in detail.
Provide a detailed, written description of the services you provide, including any limits on the number of project changes or revisions you’re willing to make. Promising to revise work until it meets the client’s satisfaction without amending your pay rate could cost you more than the business is worth.
Put your pay rate and payment schedule in explicit terms, making sure there’s no room for misinterpretation.
Require a monetary deposit upfront, unless you’re comfortable with the client’s reputation and ability to pay.
Set a strict schedule for communication, including the days and time of day you’re available for meetings, conference calls and other telephone calls as well as your response time for returning calls and e-mails.
Put Project Specifications in Writing
If your client doesn’t provide you with the project’s specifications, draft a proposal that communicates your understanding of their needs and the terms you’ve agreed to before you sign a contract. At a minimum, you’ll want to spell out all aspects for the project, the expected timeframe for completion and your payment terms.
Send a copy of the work agreement to the client and revise, if necessary, until you both agree on the important details. This way, you can refer to that document if the client suddenly changes their requirements or expectations mid-project.
Characteristics of Difficult Clients
Look for signs that the client may not be with the business they bring to you, including:
Not respecting your time. If the client is already calling you frequently or at odd hours, chances are they won’t respect your work hours during the project.
Looking for free advice. Some clients like to talk, but never seem to get the project started. Before you know it, you haven’t done any work you can get paid for, but you’ve taught them how to do the job themselves.
Refusing to pay a deposit upfront. If a client isn’t willing to put a deposit on the project, it may point to other payment issues further down the road.
Badmouthing other freelancers. If a client tells you a horror story about a bad experience with another freelancer, be wary. Although it may truly be a case that the previous freelancer wasn’t right for the job, it may also be an indicator that the client’s expectations are consistently unreasonable.
Admitting they didn’t pay another freelancer. Some clients will go as far as to tell you that another freelancer’s work was so bad they didn’t pay them. Be careful-the client may claim your work doesn’t meet their standards to avoid payment.
If you find the client to be difficult during the project planning stages, you may want to turn the business down graciously before you begin. You may have invested a few hours in them already, but it’s more effective to cut your losses and move on if you suspect the client may be too hard to handle. Simply explain that after careful evaluation, the project exceeds your scope of expertise or requires more hours than you have available. Thank them for the opportunity, apologize for the inconvenience and focus on your other clients.
When a Client Goes from Easy to Difficult
Sometimes you can do everything right during the planning stages and move forward with a client, only to discover mid-project that they’re more difficult than you realized. At this point, it may be too late to back out of the project without damaging your reputation, but there are several things you can do to manage the situation.
Take emotion out of it. Remaining professional is of utmost importance, so make sure you express any anger or frustration in private to a friend or family member, not directly to the client. Distance yourself emotionally and try to identify possible solutions or compromises that may make the project run more smoothly.
Rely on e-mail. If client discussions have been heated, limit face-to-face and telephone contact that might cause you to react (or overreact). E-mail not only allows you to review what you’re going to say before you say it, but it also serves to document any negotiations or project changes for later reference. When you meet real-time with a client, send written summary of the meeting as a follow up.
Solicit help from another freelancer. This is where networking with other freelancers really pays off. You’ll lose a few bucks bringing in extra help, but having a partner on the project can speed the project along so you can end the relationship sooner and move on to clients you value and who value you more.
Accept partial payment. If the project is winding down, but you can’t bear working with the client any longer, offer to take partial payment for the portion of the project you’ve completed.
Pursue payments calmly and persistently. Some clients are wonderful all the way to the end-when they conveniently forget to pay you. Always express your gratitude for their business and tell them you enjoyed working with them (even if you didn’t), then reiterate the payment terms to which you both agreed. Send an additional copy of the agreement and/or a duplicate invoice. You may need to increase the frequency of your reminders as time goes on.
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