Let’s talk about the elephant in the room for freelancers—how to handle a client from hell (I mean this in the literal sense).
We’ve all had them. If you’ve been doing this for any length of time, you encountered clients that were difficult or even toxic. If you are just starting out, then you will encounter them as well. As an independent contractor and momtrepreneur, clients are like a box of chocolate—you never know what you are going to get. Whether you are a coach, virtual assistant, graphic designer, artist, or bookkeeper, you are going to encounter difficult people to work with.
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I think I need to add this disclaimer, so anyone reading this isn’t thinking, “Is she talking about me?” I am not referring to anyone specifically. This post is written generally and is intended to be taken generally.
On the positive side, clients from hell are usually few a far between. Since you are the queen of your schedule and master of your time, it is ok to fire a client from hell. How you do this is the important part.
My number one piece of advice when it comes to taking on clients is to always work with good people. The good clients will crowd out the difficult ones.
But I Need to Make Money
When you are starting out or you are in a slow period, it can be very tempting to take on everyone. It is hard to turn down money when you know you need it. Let’s be real, we all need money to live and buy curriculum, it is necessary.
Unless you are adding an extra stress tax to your fee, it is not worth it to work with difficult people. The added stress, frustration, and emotional toll is too much. And there are better people to save your time for. You are a homeschool mom and work from home mom, you have enough on your plate without adding a toxic person to the list.
If someone is going to be difficult, then add the extra stress tax to your fee…and it should be high. Or just work with good people. There are more great clients out there than difficult ones. So you do have a choice, even if it doesn’t feel like that at the moment.
What Makes a Client a Client from Hell
How do you spot a difficult client? It would be better to just not work with them from the start, right?
First, understand what you are willing to deal with. No one is perfect, including you. So there will be certain idiosyncrasies that you are more than willing to overlook or to work with. Ask yourself, what your tolerance level is.
On the other hand there are a few things that are warning signs that the client will reach beyond your tolerance level.
3 Signs of a Difficult Client
1. Entitled
Entitlement can come in all shapes and forms, but if the client feels entitled to your time all the time. Run away! No one has the right to access you 24/7. Whether it is an employer or a client, this is not ok.
If the client is calling outside of your office hours, without apology, then this a warning sign that they will end up being a client from hell.
As a work from home mom, you need to have boundaries for yourself and your clients. This is necessary in order to find balance with your mom schedule. Your kids are demanding enough, you don’t need an adult being demanding.
2. Expectations
Are the clients expectations reasonable? Do they match what they are willing to pay? Do the keep increasing and changing?
If a client doesn’t fully understand what is needed, and is constantly changing his mind this is also a red flag. He may be a very nice person, but if the expectations are a constantly moving target it is going to make him a very difficult person to work with.
3. Difficult
Is someone tells you that they are difficult to work with—believe them and move on.
I am still surprised at the number of people who proudly told me they are difficult to work with. In my mind, I am always thinking, “If you know you are difficult. Then change.” Why is it a good thing or something to be proud of?
If the client knows he is difficult, is proud to wear the badge, and tells you he is difficult. Then walk away. This is a sign that he won’t respect your boundaries, your time, or you. There is no amount of extra stress tax that will make it worth it.
How do I Handle a Client from Hell
Sometimes one slips through or in your need to make money, you decide that your tolerance level is really high. Then you have the sinking feeling in the pit of your stomach and ask yourself, “What have I done?” This question keeps circling through your brain. What do you do?
1. Stop before you start
I know this seems redundant, but let me say it again, if the person is difficult don’t work with them. Vet the potential client before you start. Ask for referrals. Check out social media, LinkedIn, or glass door. Search for them online. Do your due diligence as well.
All the clients I take are by referral only. Either I know them personally, or a friend has referred them. If a friend is referring them, your friend doesn’t want to send you a difficult person. This creates an organic vetting process. Or your friend will fill you in on the quirks. Either way the client is vetted, and you are prepared.
2. Contract
You need a contract for your business. One that spells out your fees, office hours, expectations, etc.
A contract will help to establish boundaries. It will also be the reminder of what you agreed to. If a client is looking for something to be rushed, you can remind her of your rush fees.
If the client asks for something that is beyond the initial scope of the contract. You can refer back to the contract, and then charge more for the requested work.
Your contract should also have a termination clause in it. Usually, it just states that either party can end it at any time, and the client is still responsible to pay you for the work done.
3. Finish what you start
I am a big proponent of natural endings. As a freelancer, natural endings are going to be your best friend. You still need to get other clients and have a good reputation. So as much as you want to burn the bridge, and end a relationship in a flame of glory…don’t do it.
Your integrity is your greatest asset as a virtual assistant. End every business relationship with integrity.
If you need to fire a client from hell, finish any project you are working on. Or reach a natural milestone that the client can easily pass on to someone else. This is not to make it easier for the client. You are giving no room for the client to disparage you in anyway.
Find the natural conclusions. The end of the year. Tax season is over. The book is complete and ready to print. Whatever it may be for you, don’t work against the natural endings, use them.
Conclusion: How to Handle a Client from Hell
There is a lot on your plate as a work from home mom. You are running a business, juggling clients, and homeschooling your kids. Avoid adding more stress to your already stressful life. It is not worth it to take on a client from hell.
Are you ready to start your own virtual assistant business? Download the Mom Boss 2.0 workbook and get started.
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