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 talk, 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
Host at iThemes Training
Freelance Web Developer since 1995,
all WordPress since 2010
Business Coach for WordPress
Freelancers since 2013
Lead Organizer WordCamp Birmingham

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…
Download Slides
Full Video of this Presentation
from WordCamp Denver
Free 1-Issue Coaching Call

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8. In my experience,
the most common reason
client relationships suffer is
a lack of clarity.
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9. A lack of clarity
often comes from
assumptions.
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10. The key to clarity is
Specificity
Intake Form
Scope of Work
Contract
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12. Healthy relationships
are based on
healthy
commitments.
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13. From the start,
your process should
include opportunities
for the client to commit
at key points.
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14. First Contact
Initial
Consultation
Proposal and
Contract
Content
Design
Development
Review and Testing
Launch
Maintenance

15. Clearly define
expectations
and
consequences
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17. “The single biggest problem in communication
is the illusion that it has occurred.”
– George Bernard Shaw
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18. Without regular communication,
clients make assumptions,
and they usually assume the worst.
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19. Few things can improve
the client’s experience more than
clear, regular communication.
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20. Become a master of the
3 sentence email.
Past – Present – Future
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22. If you don’t document, you’re
relying on your own memory,
or worse…
the client’s.
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23. Implement a system that can
easily capture
all project communication.
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24. Basecamp
Teamwork
Evernote
Asana
CRM
Just Email
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25. The best system is
the one you will
consistently use.
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28. …and how to contain them
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30. Monster Marks
Has no idea what he wants,
or he wants everything.
Asks endless questions.
Has no goals or budget.
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31. Containment Strategy
Focus on Commitment
These clients are classic
time-wasters.
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32. Containment Strategy
Use an intake form.
Get to price early.
Suggest a discovery phase
or consulting agreement.
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34. Monster Marks
Expresses interest then
disappears unexpectedly.
Repeatedly reschedules
planned meetings.
Takes a long time to respond.
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35. 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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36. Containment Strategy
Focus on Clarity
Create a process to deal
with disappearing clients.
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37. Containment Strategy
Have clear wording in your
contract describing projects
delayed by the client.
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39. 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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40. Containment Strategy
Focus on Communication
Clearly communicate
how and when you work.
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41. 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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43. Monster Marks
Wants an $8000 site for $1000.
Overly concerned about cost.
Doesn’t respect you or your work.
Wants to pay you in equity.
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44. 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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46. Monster Marks
Everything is an emergency.
Favorite word is NOW.
Worked with a previous
developer who
“did everything wrong.”
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47. Containment Strategy
Focus on Documentation
System trumps drama.
Keep careful records when you
deal with this client.
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50. Video and Slides
iThemes Recurring
Revenue Summit
Free 20-minute Coaching Call
nathaningram.com/wcbos

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