by Rachel Smith
06 August 2014
I’ve been working as a copywriter for years for one particular small business owner and he’s difficult. He picks at my work, often wants complete re-writes after we’ve signed off on a brief, and worst of all, is very slow to pay. I have several other clients who are always happy with my work so I suspect it’s more him than me, but I’m in two minds about ending the arrangement, mainly because I’ll lose that monthly lump sum and also because I have no idea how to go about ‘breaking up’ with him! Help. Lou
Some might say troublesome clients are part and parcel of freelancing, and you’d be crazy to fire a client and do yourself out of much-needed dollars. And, of course, if this guy was your only client then I’d tell you to hang in there – but it sounds like you’ve got a healthy little portfolio of work kicking along, and there’s every chance that culling this arrangement will open the door to fresh new business you’ll enjoy much more.
First though, I think you should ask yourself the following questions: is this client relationship redeemable or fixable? Is it something you want to fix? Can you do without the funds? If not, are you confident you’ll be able to plug the gap with something new within a few months? And lastly, is this set-up a situation in which you won’t be breaking a contract or leaving him in the lurch with work he’s expecting from you?
If none of those questions throw up red flags and you’ve decided it’s really time to make the break, here’s a handy script you can use (email is fine if that’s how you’ve largely communicated over the years, but phone might be a more professional way to go – up to you). I also think this script would change a LOT depending on the situation – if the client’s going in a direction you’re not comfortable with or if they suddenly require skills you don’t have, for example.
In your situation, it’s just a difficult boss who will probably never change and who gives you grief in more ways than one. Particularly tricky as your paths may still cross professionally AND there may be a chance he will recommend or mention you to others going forward. So your two options are a) total, cord-cutting honesty (‘You’re difficult, you never pay me on time and working for you is sucking the very lifeblood out of my soul’) or b) a nicer, ‘preserve what’s left’ option. There are three ways to do this – 1) Raise your rates to a level you know he wouldn’t pay; 2) Tell him you’re taking your business in a new direction or b) fabricate an exit clause / professional porky-pie. Ie:
“Hi Sam, I hope you’re well. I’m writing with some news [insert appropriate excuse from list below].
1. Money excuse: As of next month, I’m making some financial changes across the board in my business, including raising my hourly rate to $[double/triple what you’re currently paid], and adding penalty fees onto invoices which are not promptly paid…
2. Change in focus excuse: I’m sadly unable to continue writing for your charter boat fishing business as I’ve decided to focus solely on my growing portfolio of homewares clients…
3. Professional porky-pie: I’m unfortunately unable to continue writing for you, due to a large ongoing copy project I’ve just taken on that will absorb all of my time going forward…
That said, I’m really appreciative of all the work you’ve given me, and the professional relationship we’ve shared for many years. According to my records, we have no outstanding deadlines and my last invoice is paid up, so we’re sorted on the admin front – however, I’d love to help set you up with a copywriter who can slot into my role seamlessly, if that’s of interest to you. Below are details of XXX, who has a fantastic portfolio and would be a great asset to your brand / business / company. I’ve been in touch with him/her and he/she is available and would be thrilled to hear from you anytime. Please do let me know if I can help further; otherwise, thank you again for everything and wishing you all the best going forward.”
Have you ever had to fire a client? Tell us about it in the comments.
Hi Lou,
That’s such a tricky situation isn’t it. I whole heartedly agree with Rach unless your strapped for cash walk away.
Although another way I deal with a potentially tricky customer is that I double my fee – that way if they decide to proceed I don’t feel (as) resentful.
However, that’s been a decision a long time coming following a cast of smiling assassins who looked great to work for until we got down and dirty in the trenches.
One in particular would be late in delivering the interviewee or the signed off copy and then of course it was up to me to pull out all the stops and pull all nighters to make the deadline.
Like Rach suggests I ended up bowing out gracefully as it got to the point where my stomach would be churning every time I had to chase up their end. The good news is that it left me free to accept work from people who respected my time.
As for late payers never accept another round of work from them until you’ve been paid for the first.
That’s a great example of a graceful and smooth ending to a relationship you’re better off without.
I agree with the double/triple/quadruple your hourly rate for someone who’s really difficult which will usually lead to them going elsewhere. I also have an ‘asshole tax’ that I put on any quote for someone who is a bit unpleasant/difficult to deal with that’s usually about 20 percent but is just built into the hours worked 🙂
Asshole tax – I LOVE IT!!! 🙂
Darren I’d like to quote your A-hole tax in an up-coming blog and attribute it to you – is that Ok with you?
Hey Leo, of course. No worries at all. Can also give you a few rules of thumb on how to pick one just when you’re talking to them. At least as far as being a client, there’s one guy in particular I know who’s perfectly fine socially but a a-hole to work for.
Your wish is our command Darren – I’ve scheduled a future post on this very topic how to avoid lousy clients – so watch this space.