Clients from HELL

A Freelancer’s Toolkitfor Dealing with Problem Clients

Our Team of Freelancers

Jim True, Project Manager & Support Lead, Pods

Framework@jimtrue

Allison Foxhall,Owner/CEO, GobbleLogic

@afoxhall

Thomas Giella,owner, Gearspinners

@tgiella

Andrew NorcrossLead Developer,Reaktiv Studios

@norcross

Your Toolkit

expectations

communication

documentation

the clients

High Maintenance

Drama Queen

High Maintenance Drama Queen

● unrealistic

expectations

● everything is

a firedrill

● believes they

are your

ONLY client

High Maintenance Drama Queen: WEAKNESSES

● be calm &

reassuring

● drama +

drama = FIRE

● estimate ++

deliver --

● Identify REAL

emergencies

the

Boundary

Pusher

the BOUNDARY Pusher

● your #1 FAN

● no boundaries

● calls at all

hours

● works 24/7

expects you to

as well

the BOUNDARY Pusher: WEAKNESSES

● maintain

boundaries

● charge $$

off-hours

● establish

rigid support

process

the

ClueLess

Client

the ClueLess Client

● have no clue

what they

want

● but it isn’t

THAT

● no idea of

cost/time or

effort

the CLUELESS Client: WEAKNESSES

● education

during design

● get them to

provide samples

at interview

● separate

design &

development

the

Many Headed

Hydra

the Many Headed Hydra

● design by

committee

● incoherent

scope changes

● common with

non-profits

government

the Many Headed Hydra: WEAKNESSES

● SINGLE

decision maker

● simplify

project steps

● clear project

phases &

milestones

the

Invisible Man

&

NINJA

the Invisible Man (& ninja)

● never

communicates

● sits on review

documents

● appears out

of nowhere

with ASAP

changes

the Invisible Man (& ninja): WEAKNESSES

● establish

deadlines for

review

● regular

status updates

● expiration

clause for

project

the

Penny Pincher

&

Nit Picker

the Penny Pincher & Nit Picker

● focuses on

minor details

● obsessed with

how much it

all costs

● constantly

looking for

a DEAL

the Penny Pincher & Nit Picker: WEAKNESSES

● charge $$

for ALL

changes

● reduce scope

never price

● get them

focused on

big picture

the

SCOPE

Creeper

the SCOPE Creeper

● can’t we just?

● just one more

thing

● Scope is

always a

moving target

the SCOPE Creeper: WEAKNESSES

● charge for

scope changes

● CLEAR

project

milestones

● focus on the

GOAL

● get it in

writing

SUMMARY

✘ Remember your Toolkit (Identify Expectations, Communicate

Regularly and Document EVERYTHING)

✘ Get good at identifying the Problems during the Interview Phase;

you can debug & deal with the bad clients much easier earlier in the

project.

✘ Protect yourself with good contract language: Build project phases,

timelines, deadlines, payment milestones and expiration clauses into

your contract language.

Special thanks to Nathan Ingram @nathaningramhttp://www.slideshare.net/nathaningram/the-freelance-ninjas-guide-to-clients

Also check out, Stories from Clients From Hell:ClientsFromHell.net

thanks!

Additional Thanks to:

Iron Yard TampaSt Pete Campus

Campus Director,Toni Aliberti

@theironyard

Thanks for hosting us every other 1st

Thursday of the Month

Tampa Bay WordPress& WordCamp Tampa

WordCamp Tampa 9/25-27USF Marshall Student Center

tampa.wordcamp.org

WordPress Meetups:meetup.com/Tampa-Bay-WordPress