Communicating with Clients

Talking about money? Setting boundaries? Managing expectations? It can be difficult having those conversations with clients sometimes, but that communication is essential in any working relationship.

I've heard so many freelancers complain about an "unreasonable" client who calls after work hours, need constant attention, doesn't respect their time, etc. But rather than talk to the client about those issues, they just complain and build resentment inside.

Sometimes, yes, clients are... challenging. But if you aren't happy with how business is going, and they don't know your concerns, how are they supposed to change?

00:44 Rule #1: Keep emotion out of it. Business conversations should be practical and logical, with the goal of finding a mutual solution.

01:08 Contracts should include every detail - scope of work, rates, schedule, location, payment terms, etc. Make sure both sides have a clear understanding of everything that is expected.

01:31 Working with friends can be wonderful, but don't forget about rule #1, and make sure there is a solid written agreement in place. It's easy to think you don't need all of that because you already trust the person, but it's important to treat it like any business deal - it protects both sides in case anything goes wrong.

02:38 When you're feeling undervalued or disrespected by your client, it's important to talk to them about it. Otherwise, they might not realize they're doing anything wrong. It's important to establish boundaries when it comes to office hours, where you're doing your work, etc.

04:07 When you're working as a freelancer or independent contractor, you set your own hours and location. If a client wants to dictate those for you, they have to hire you as an employee.

05:36 Consider communication style. We all have different preferences when it comes to emailing, texting, and general communication. If you and your client like to do things differently, talk to them and try to reach a compromise.

06:13 It's okay to push back against your client, but remember to be respectful in the way you handle it. The one area where I recommend going along with whatever they want is when it comes to accounting. You want to make it easy for them to pay you.

06:47 When a payment is late, don't be afraid to follow up, but approach the conversation in a friendly manner. No one is going to go out of their way to help you if you yell at them, even if you are upset for a valid reason. There are a number of reasons why a payment might be delayed, so give people the benefit of the doubt.

08:37 Beware of scope creep - when the client keeps adding work or changing expectations from the original agreement. Remind them, politely, about the terms of your contract and let them know you'd be happy to discuss rates for the additional requests. Remember rule #1, and don't assume they're trying to take advantage of you.

10:03 Sometimes you have to walk away. If you feel that a client is constantly abusing you or disrespecting your boundaries, it's not a healthy working relationship. Don't waste your time, or theirs, if your working styles just aren't compatible. Letting go of a bad client frees up your time to work with someone else who is a better fit.

10:53 When deciding whether to take on a new client, consider more than the money. A low-paying client is likely to be more demanding and difficult, cause you more stress, and take you away from opportunities to work with those who understand the value of your services.

11:59 Don't be afraid to stand up for yourself, charge what you're worth, or to value your own time. Be courageous and have those difficult conversations with your clients. Communication is so important in everything we do. If you learn to do it effectively, you're going to be much happier and you can focus on the more fun parts of your business.

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