Do you drop that client? Sucks for everyone, but maybe it doesn’t have to.
This is always a tough question, because it’s sensitive, there’s a big reputation factor on the line with both yourself and client, and it should be something that’s a last resort.
You and your clients are running businesses, you are adults, having difficult conversations such as this will happen.
First and foremost, you have to deliver what you say you would, as best you could.
I think that goes without saying.
But we’ve all faced situations in our service business where this question can pop into our heads:
- Where a client doesn’t pay on time
- The client is non-responsive
- Client didn’t communicate fully
- There were unrealistic expectations
- Scope continues to change
- You want to move away from that type of service
- Too many bumps in the road and the trust on both sides has eroded away
Areas of responsibility
When this question pops into your head, it’s important to really take a look at the road to this point.
Who was responsible for what and how did each party know that?
What were the terms?
Why did it get to this point?
Having an objective look at the situation may highlight things that can be solved and prevented in the future.
Own your mistakes, even if your client doesn’t own theirs. This is where the high road will always win out.
Set aside time to talk
As much as the conversation is going to suck, you have to reach out and set aside some time to have a conversation with the client.
Ending the relationship should be the last resort, because depending on all the aspects of it, it could get messy very fast.
Instead, see if there can be some level of compromise met. You may have to give a little to get a little here. This is especially in the case of getting paid and timelines. If there has been set terms, or no terms at all, signed in a contract that you are looking to alter, compromise is key.
However if there is total fault on yourself or your client, then there needs some accountability there.
If it’s late payment, the way to handle that is to stop doing work until the payment has been caught current.
Some explanation here may be needed and proof, so don’t go into the conversation without that.
Don’t point fingers
It’s imperative to not place blame and point fingers.
Explain that there’s an issue in the engagement, and offer up some possible solutions with some hard guidelines.
When you start placing blame, it lowers the professionalism of the relationship further and no one likes to feel like a kid on the playground being blamed for losing the ball.
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Running your freelance business
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18
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How do you manage time wearing so many hats as a freelancer?
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32
How do you prevent, manage scope creep in your projects?
34
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38
What is the best way to get income fast?
40
What happens if you can’t define a scope of work on a call?
41
What do I do first thing Monday morning?
47
How can I focus on my business when I’ve got a ton client work?
53
Do I have to be concerned with GDPR?
65
What are the tools and services that you use and would recommend to freelancers?
70
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74
What podcasting gear do I use?
78
Does live chat bring you in business?
81
How do you followup with a lead after a proposal?
84
Did hiring a mentor really help you with starting up your business or your career?
87
What is my writing process
88
What is the easiest way to get a remote testimonial?
91
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115
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123
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127
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130
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132
Should I bundle projects for clients or keep projects separate per client?
133
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135
What makes you stand out from other freelancers?
136
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142
How do I set a goal?
143
Do you meet leads and clients face-to-face?
144
How do I work “ON” my business and not “IN” my business?
147
What is the best structure for setting a goal?
152
How do you do a review of your week?
156
What do I say when a potential client says I’m too expensive?
159
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165
How to get more clients?
167
How to have a productive week?
168
Do you use a CRM for your business?
171
How do you choose the technology for your clients?
180
What is the structure of a weekly review?
181
What is the structure of a monthly review?
191
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193
How do I know if I should buy a course?
198
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199
How many email follow-ups should I send to a lead?
201
What do I do? I’m afraid to filter the tire kickers coming into my business because they are the only leads I have.
202
How to take the next step from contracting resource to solo business owner?
205
What do you think about Gutenberg? Schmutenberg!
206
How do I get better at sales?
207
How to overcome objections in sales?
208
How do I respond to an RFP?
209
How to respond to “I don’t need strategy, can you just do…”?
210
If you don’t have experience, how to you prove the quality without the education/experience?
212
How do you handle a client that has ghosted?
218
What do you ask during a sales call?
219
How to improve your sales process as a freelancer?
222
How to charge more as a freelancer?
225
How do you push past the imposter syndrome?
229
How do you segment your email list?
236
What to say when a client insists on adding something new?
257
What kind of content should I promote to potential clients?
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