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 will explain 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, all WP since 2010
iThemes Training
Instructor since 2012
Business Coach for Freelance
Web Developers since 2013

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

5. Link at the End…
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7. In my experience,
the most common reason
client relationships suffer is
a lack of clarity.
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8. A lack of clarity
often comes from
assumptions.
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9. Specify
everything.
Intake Form
Scope of Work
Contract
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10. Healthy relationships
are based on
healthy
commitments.
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11. From the start,
your process should
include opportunities
for clients to commit
at key points.
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12. Clearly define
expectations
and
consequences
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13. Proposal
Contract
Content Phase
Design Phase
Development Phase
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14. “The single biggest problem in communication
is the illusion that it has occurred.”
– George Bernard Shaw
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15. Without regular communication,
clients make assumptions,
and they usually assume the worst.
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16. Few things can improve
the client’s experience more than
clear, regular communication.
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17. Become a master of the
3 sentence email.
Past – Present – Future
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18. If you don’t document, you’re
relying on your own memory,
or worse…
the client’s.
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19. Implement a system that can
easily capture
all project communication.
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20. Basecamp
Teamwork
Evernote
Asana
CRM
Just Email
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21. The best system is
the one you will
consistently use.
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24. …and how to contain them
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25. Monster Marks
Has no idea what he wants,
or he wants everything.
Asks endless questions.
Has no goals or budget.
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26. Containment Strategy
Focus on Commitment
These clients are classic
time-wasters
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27. Containment Strategy
Use an intake form
Get to price early
Suggest a discovery phase
or consulting agreement
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28. Monster Marks
Expresses interest then
disappears unexpectedly
Repeatedly reschedules
planned meetings
Takes a long time to respond
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29. 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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30. Containment Strategy
Focus on Clarity
Create a process to deal
with disappearing clients.
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31. Containment Strategy
Have clear wording in your
contract describing projects
delayed by the client.
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32. 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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33. Containment Strategy
Focus on Communication
Clearly communicate how and
when you work
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34. 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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35. 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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36. 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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37. Monster Marks
Everything is an emergency
Favorite word is NOW
Worked with a previous
developer who
“did everything wrong”
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38. Containment Strategy
Focus on Documentation
System trumps drama.
Keep careful records when you
deal with this client
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42. Video and Slides
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