How to Deal With Client Problems: 9 Ways to Prevent and Fix Issues

Freelancing can be amazing, but inevitably there are client problems. Issues come up and you have to figure out how to deal with it. Understanding why something happens can help you prevent it. So we’re going to explore nine of the most common client problems and how you can stop them.

9 Most Common Client Problems

1. Stalled Content

So often projects come to a grinding halt when clients don’t deliver the content they promised to deliver.

Why It Happens

The client is not a content expert, so they have no idea where to begin. We all have daunting tasks that we put off, and the same thing happens with clients. Clients also get busy and it’s just not a priority. Of all the things they have to deal with, the website project might be low on the list.

How to Prevent It

The most important thing you can do is create a tool to collect content so you can get content from clients on time. [pullquote]Make delivering content as easy as possible for the client.[/pullquote] Give them directions and a format to deliver the content. You could also consider doing an interview with the client to gather the content or subcontracting with a writer.

2. The Angry Client

Sometimes clients get upset. Nobody likes dealing with an angry client, so preventing this one can save your sanity.

Why It Happens

Either you screwed something up or the client is being unreasonable.

How to Prevent It

If you screwed something up, what you do next is what really matters. Let’s be honest, we all make mistakes. Not making the mistake would be the best choice, but it happens. So it’s your first step after a mistake that’s crucial. This could make or break your relationship with the client. Here are some steps that can help you recover from a mistake:

• Apologize and be humble.
• Verbalize the issue from the client’s perspective.
• Don’t get defensive if the client gets upset. Keep your tone of voice in check—don’t pour fuel on the fire.
• Seek first to understand the client. Let them rant. Hear them out. Listen.
• Explain how you’ll fix the problem.

It’s nearly impossible to work in a business and not make a client angry at some point. If the client is being unreasonable, stick to the facts. Talk about scope, price, and process. Don’t get into drama. That’s why having a good freelancers proposal and contract means everything here. Point to your process, your freelance system: “I’m sorry, but our contract clearly states that we don’t offer refunds.” No matter the situation, stay calm.

“A soft answer turns away wrath, but a harsh word stirs up anger.”

3. Differing Expectations

What do you do when the client is expecting one thing and you’re expecting another?

Why It Happens

If expectations don’t line up, it’s frequently our fault. It’s our job as the professionals to communicate. We probably didn’t ask enough questions or communicate the process clearly. So it’s extremely important to have a good process, to ask those questions, and to thoroughly explain how things work.

How to Prevent It

Have a checklist of questions and a consistent process for the initial client consultation. Always go through the same system so you know you’re covering the details. Walk through the contract with the client so you know they know how the process works. [pullquote]Good communication from the beginning will help set expectations and allow you to point back to the process.[/pullquote] Frequent communication throughout the project will also help. Sending a three-sentence email for better client communication every week is a good way to keep clients updated.

4. Disappearing Client

The client is excited to start a project, but then suddenly they stop answering emails and returning calls.

Why It Happens

Often it’s because the client is busy and they’re chasing the squeaky wheel. When they started the website, it was the priority, but now they’ve moved on to something else.

How to Prevent It

First, realize that this isn’t always bad. This can give you some flexibility, especially if you’re busy. However, it can become an issue if they suddenly reappear and make unreasonable demands. In that case, emphasize how the process works. Explain the pipeline principle, that they delayed the project so now they’re at the end of the line and have to wait. If they refuse to wait, you can charge them a rush fee to get it done early. Again, make sure your contract covers delays. [pullquote]What happens if the client doesn’t deliver and you have to delay?[/pullquote] Have a policy in your process about projects going from active to suspended to abandoned. The longer a project is delayed, the more likely a project will go off the rails. The client forgets what was communicated at the beginning, so you need to remind them when the project starts up again.

5. Your Attitude

Sometimes we’re the problem. Sometimes we’re short with clients or a bad day turns into bad service.

Why It Happens

Maybe you’re having a bad week. Maybe personal matters spill over into your work. Sometimes you’re frustrated with one client and it bleeds over into another client’s project.

How to Prevent It

This kind of frustration can happen, even if we love our jobs. The important thing is to recognize you’re feeling this way and do something about it. Step away from your desk. Take a breather. Let “that call” go to voicemail. Take a day off. [pullquote]One of the benefits of being a freelancer is that you can take a break when you need it.[/pullquote] You’ll often be more productive if you take a break and recharge than if you try to power through with a bad attitude. If you’re angry with a client, don’t send an email. It’s likely passive aggressive and will just worsen the relationship. Type it out if you need to, but leave it in drafts, don’t send it, and re-evaluate it the next day.

6. Too Much Work

The feast or famine freelance cycle is just a fact of freelance life. Which means there are times when you’ll be too busy.

Why It Happens

The good news is this happens because you’re good at what you do. But it also means you can’t say no.

How to Prevent It

Don’t be afraid to set a future start date. It’s OK to say you’re busy now, and you’re booked so far in advance. You’ll put the project in line and get to them in the future. (By the way, that next spot in line should be secured by writing a check.) [pullquote]Scarcity can be a strong influencer. [/pullquote]This tells clients that you’re worth the wait. You can also get the client started on gathering content. Let them work on their content while you’re busy with other projects.

7. Scope Creep

You’re halfway into a project and a client reaches out with something new they want to add.

Why It Happens

This often comes up because the client sees something shiny they need to have. They get an idea or want to add something new. It could also happen because you didn’t define the project as clearly as you should have.

How to Prevent It

You may not want to prevent it. Scope creep can mean more money [pullquote]Increased scope = increased price.[/pullquote] If the client wants more work for the same price, that’s a problem. This should be clearly defined in your contract. The scope of the project should be clearly defined, so when clients want to add something you can charge them more.

8. Time Wasters

Every freelancer knows clients who just waste time. Every call or meeting somehow goes long.

Why It Happens

Sometimes there are clients who are stream-of-consciousness, naturally inquisitive or control freaks. [pullquote]But the reality is if anyone wastes your time it’s because you allow them to.[/pullquote]

How to Prevent It

Often we’ve trained the client to waste our time. We let them call us at any time or we let meetings ramble on. We’ve trained them for this behavior, so we need to untrain them. [pullquote]You can combat this client problem by setting boundaries on when you respond to clients.[/pullquote] Schedule calls, have strict agendas for meetings, have time limits, and stick to them. If a client is rambling and not answering the question, cut them off and remind them you have a limited time.

9. Hero Syndrome

A final client problem is hero worship. And this isn’t really a problem with the client, it’s a problem with the freelancer. It’s the freelancer who drops everything to help a client. They work late hours and go too far to meet a client’s demands. Family and friends get pushed away in pursuit of pleasing the client.

Why It Happens

It’s great to be helpful, but if your self-worth lies in what other people think of you, you’re opening yourself up to abuse. Hero worship is really an unhealthy need to be liked or “fix” the client. But the freelancer is the one who needs fixing.

How to Prevent It

You can fix this problem by recognizing it for what it is. It’s a kind of codependency. You’re allowing yourself to be mistreated by clients because it allows you to feel needed and important. It comes from a low view of yourself and it can be fed by imposter syndrome.

• Do some work on yourself: This is probably not just affecting your business.
• Talk to someone one (a close friend, therapist, etc.).
• Set some firm boundaries around your business.

Remember that hero worship isn’t a client problem. It’s your problem. Don’t blame the client.

Prevent Client Problems

Every freelancer runs into problems. What matters is finding ways to work through them and prevent those client problems from happening again. Watch the full webinar with Nathan Ingram for more insights on dealing with these issues.

Watch the webinar