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How freelancers can keep the peace with difficult clients

(ENTREPRENEUR) Freelancers are in a tight spot – keeping customers happy pays the bills, even when they’re impossibly difficult. Let’s discuss how to overcome this tremendous challenge.

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Freelancers have a myriad of benefits, but one distinct drawback is that there isn’t always a team to back you up if you find yourself working with a particularly nasty client. It’s especially important to keep clients — no matter how insufferable they may be — in good moods, so here are a few tips on keeping the peace with your most annoying customers.

It’s worth noting that you can often mitigate a large amount of potential misunderstandings — and thus, nastiness — by being clear with your intentions, terms, and rules up front and over-communicating at all times. A common issue for beginning freelancers is a tendency to settle on less-than-optimal terms for fear of losing a potential customer. A piece of advice – if they’re not willing to pay you what you’re worth now, they never will be.

It also helps to keep in mind that most obstinate clients are simply control-freaks who have found themselves outside of their comfort zones. Knowing that you aren’t dealing with inherently bad people can be the difference between snapping and having more patience.

Once you’ve established that your client is causing you substantial enough discomfort that their behavior is no longer acceptable, your first step should be to communicate to them the specifics of your problem. If possible, do this in writing – promises made via email tend to reinforce accountability better than phone calls.

Freelancers should also avoid using any additional stipulations or rewards for getting clients to cooperate. As long as they’re the one failing to hold up their end of the bargain, they should be the one to pick up the slack — don’t do their work for them (or, if you do, make sure you charge them for it).

Again, the majority of client-freelancer issues can be boiled down to miscommunication and shaky terms, so address all issues as quickly as possible to avoid similar problems in the future. And as previously stated, over-communicate at all times.

Of course, keeping the peace is only viable up to a certain point of abuse.

If your client doesn’t pay you by the agreed-upon due date, continuously disrespects you and/or your team, or keeps changing the terms of your agreement, you reserve the right to set the client straight, threaten to take them to small-claims court, or — if you haven’t initiated the work for your end of the deal — terminate the contract.

Remember, freelancers don’t owe inconsiderate customers the time of day, and for every non-paying customer with whom you waste your time, you’re missing out on a paid, legitimate opportunity.

Jack Lloyd has a BA in Creative Writing from Forest Grove's Pacific University; he spends his writing days using his degree to pursue semicolons, freelance writing and editing, oxford commas, and enough coffee to kill a bear. His infatuation with rain is matched only by his dry sense of humor.

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2 Comments

2 Comments

  1. Website Design Hawaii

    April 7, 2019 at 6:21 pm

    Believe it or not, you as a freelancer have a lot of decision power in keeping the peace with difficult clients. The task is extremely simple when you ask yourself if keeping these clients is beneficial to both the business finances AND your health on the long run. If you are a freelancer, peace of mind is a top priority to conduct quality work and produce above average results. Remember the rule of working smarter and not harder? Ditch the troublemakers, keep alliances with those who seek to grow WITH you.

  2. Pingback: Client difficulties? Protect yourself with an exit strategy clause

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Business Entrepreneur

Streamline your collaboration and lighten your workload with Lyght

(BUSINESS ENTREPRENEUR) Ventive is releasing a new collaboration tool that basically combines all your collaboration tools into one.

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Ventive is a custom software development agency based in Boise, Idaho. Launched in 2014, the startup combines design and engineering to build digital products that will help businesses grow. The company has worked with big names like Aston Martin, Cisco (Broadsoft), HP, Simplot, and Coleman Homes. It has even made the Inc. 5000 List for 3 years in a row. And, as with any business, it faces the same hurdles all small and big companies face: Finding the right tool to help take an idea and turn it into a reality.

In a blog post, Ventive Product Manager Jeff Wheadon wrote that the company has used a variety of tools like JIRA, Toggl, Trello, and Slack to streamline and collaborate on projects. Soon they realized there was not a single tool solution that could help them “go above and beyond for their clients”. So, Ventive decided it was “time to shine a new Lyght on team collaboration” by creating their own tool.

Lyght is an all-inclusive team collaboration tool that removes wasted time used to switch between different communication and management applications. It is designed to Make Work Simple. Make Work Flow.

In the tool, you can create a story for any project you want to build. These stories are designed for a smooth workflow, and you can collaborate with your team in each one. Conversation threads are visible in every story in real-time so everything is organized together. Tasks can be assigned by due dates and time budgets. You can even allocate a certain number of hours to a specific project so you can “determine bottlenecks in your team”.

You can also review the team’s time logs to gain insights on performance. A personalized dashboard lets you see recent activity and time spent across projects. Boards easily display the current state of each assignment. And, Backlogs let you organize and prioritize stories from your custom workflow.

Although Lyght started as an internal management tool for Ventive, the company isn’t just keeping the software for itself.

“After doing some additional market research, we found that there are many other companies across different industries looking for a similar tool that is lightweight and easy to use, yet robust enough to work with their own business processes,” wrote Jeff.

Since its creation, Lyght has gone through 3 iterations. Currently, the company is offering a private beta to entrepreneurs and teams. It plans on implementing the feedback it receives so the tool can “change and flow with the needs of the industry.” According to a Facebook post, Ventive is preparing for a public release of the software later this year.

Lyght brings together task management, collaboration, chat, and time tracking into a single solution. And, if you’d like to give it a try, you can schedule a demo on the company’s website.

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Business Entrepreneur

How to effectively share negative thoughts with your business partner

(BUSINESS ENTREPRENEUR) You and your business partner(s) are in a close relationship, and just like a marriage, negative emotions may play a role in the relationship.

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You and your business partner are in a relationship. Your business was born when you shared a common vision of the future and became giddy from the prospect of all you could do together that you couldn’t do alone. Now, you spend much of the day doing things together in collaboration. The stakes are high; there are obstacles to overcome, decisions to make together, deadlines to meet, and all the stresses of running a business.

It’s no wonder a business partnership can often be just as complicated and emotional as a romantic relationship. If you are struggling with your business partner, you might find helpful advice in resources originally targeted towards troubled couples.

Relationship expert Dr. Jeffrey Bernstein has explored how to share “toxic thoughts” with your partner. In a linked article, Bernstein describes toxic thoughts as distortions of the truth that cause us to overemphasize the negative attributes of our partner.

Some examples of toxic thoughts include blaming your partner for larger problems that aren’t really their fault, inaccurately assuming your partners intentions, or resenting your partner for not intuiting your needs, even if you haven’t expressed them. The defining characteristic of these toxic thoughts is that, although they may be based in the truth, they are generally exaggerations of reality, reflecting our own stresses and insecurities.

Just as much as in a love relationship, these toxic thoughts could easily strain a business partnership. If you find yourself having toxic thoughts about your business partner, you will need to decide whether to hold your tongue, or have a potentially difficult conversation. Even when we remain quiet about our frustrations, they are easily felt in the awkward atmosphere of interpersonal tension and passive aggressive slights that results.

Dr. Bernstein points out that being honest about your toxic thoughts with your partner can help increase understanding and intimacy. It also gives your partner a chance to share their toxic thoughts with you, so you’d better be ready to take what you dish out. It might be hard to talk about our frustrations with each other so candidly, but it might also be the most straightforward way to resolve them.

Then again, Bernstein points out, some people prefer to work through their toxic thoughts alone. By his own definition, toxic thoughts are unfair exaggerations of and assumptions about our partner’s behavior. If you find yourself jumping to conclusions, assuming the worst, or blaming your partner for imagined catastrophes, perhaps you’d better take a few minutes to calm down and consider whether or not it’s worth picking a fight about. Then again, if you’re self-aware enough to realize that you are exaggerating the truth, you can probably also tease out the real roots of any tension you’ve been experiencing with your business partner.

If you are going to get personal, shoulder your own emotional baggage and try to approach your partner with equal parts honesty and diplomacy. Avoid insults, stay optimistic, and focus on solutions. State your own feelings and ask questions, rather than airing your assumptions about their intentions or behaviors. Keep your toxic thoughts to yourself, and work towards adjusting the behaviors that are making you feel negatively towards each other. Your business might depend on it.

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Business Entrepreneur

Zen, please: Demand for mental health services surges during pandemic

(BUSINESS ENTREPRENEUR) 2020 has been an exceptionally hard year for many on a mental front. How has COVID-19 changed the mental health landscape?

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Man leaning against tree, affected by mental health.

As the pandemic stretches on, it continues to affect everything from jobs to plastic bags, but one major shift has come with mental health. According to the National Council for Mental Health, while demand for mental health services is up 52%, the capacity of mental health organizations have actually diminished. So…what does this mean?

Mental health startups get a boost

From tele-health to mindfulness apps, venture capital investments for mental health startups have already surpassed what was earned in 2019. And it makes sense; as more people are isolated for long stretches of time, there has become a greater demand for digital mental wellness services.

With COVID-19 predicted to spike again in the coming months, combined with shorter spans of daylight and less welcoming weather, the desire for these sorts of businesses isn’t likely to fade. If you have an idea for a neat app or website to help with mental well-being in some way, now is prime time to release it.

Companies increase mental health options

As the pandemic rages on, many companies have started to partner with mental health solutions for their employees. For instance, Starbucks has started offering free therapy sessions to employees through the mental wellness provider Lyra, and Zoom began to offer mental health seminars.

Of course, while smaller companies might not have the means to provide specific therapy, many companies have gotten creative with how they’re looking out for employees’ mental and emotional well-being. From providing virtual meditation sessions, to increasing self-managed leave, to connecting employees through book clubs or happy hours, there are a variety of ways that any company can help employees manage their psyche during these difficult times.

Resources are more accessible

Although therapy and similar apps do cost money (many apps include a monthly fee for the services provided), there are plenty of low cost alternatives available for those having a hard time. For example, many sites are offering free trials to services. There are also plenty of free or low-cost apps available to help you do anything from track your moods to manage your breathing. Or check out YouTube for videos to help with yoga or meditation.

While these resources are not a replacement for medication or talk therapy, they can help mediate some of the increased strain on our mental state that many of us are feeling right now.

In case of an emergency, there is also the National Suicide Prevention Lifeline, which is available by phone call or chat 24 hours a day. If you or someone you know is struggling, please don’t hesitate to reach out.

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