7 Warning Signs That You Are About to Lose a Client
Posted January 9, 2012 in Managing Clients
Long-term clients are great for a freelancer’s bottom line. There’s nothing quite like knowing that you have a six-month or even a year contract for the foreseeable future.
It should come as no surprise, then, that losing a long-term client can be traumatic for a freelancer and devastating to a freelancing business. Losing a client that you were counting on for regular work can take many of us from feast to famine in no time.
In this post, I list some of the most common reasons why freelancers lose clients. You can use these reasons to help determine if you are about to lose a client. Also, I invite readers to share their own advice and experiences about losing (and retaining) clients.
Reasons Freelancers Lose Clients
You may not be aware that your client is about to dump you. Unfortunately, most clients won’t broadcast that they are unhappy with a freelancing relationship. They just get fed up and leave.
However, you may be about to lose a client if you’ve noticed one or more of the following:
- Communication has slowed way down. We freelancers complain about clients who don’t communicate enough. Sometimes a lack of communication is just a particular client’s work style, but other times lack of communication is an indication of trouble. This is particularly true if a client’s communication style changes for the worse. Your client may have lost interest in the project, or they may be hesitating to contact you because they dislike confrontations.
- Payments are late. Most freelancers hate late payments and with good reason. We depend on those payments to pay our own bills. Late payments are more than just annoying, though. Slow payments could also be a sign that your client is in financial distress and is having trouble keeping up with his or her bills. Yours may not be the only bill that this client is late in paying.
- Client is too critical. Many clients won’t come right out and terminate a client/freelancer relationship. However, their dissatisfaction may make them overly critical. They may even be trying to get you (the freelancer) to quit. That’s why it’s important to try and discover the real reasons behind any criticisms you receive. Above all, avoid reacting to criticism in anger or defensively.
- Client is too complimentary. Sometimes a client’s words are just too kind to be true. They may compliment you for doing something that you know was not deserving of a compliment or they may lavish praises on a job that was just okay. If you’re receiving compliments from your client that don’t seem sincere, perhaps they aren’t.
- Client runs ad for work that looks suspiciously like your project. One of the biggest giveaways that you might be about to lose a client comes when you are looking for additional projects and notice that your client has placed an ad looking for a freelancer. On closer inspection, the ad seems to describe the work you are doing now. You may be able to discretely ask your client whether they are expanding their business to get to the truth.
- You goofed up. Sooner or later nearly every freelancer makes a mistake. If you do make a mistake, your client is bound to be unhappy, which is quite understandable. If you don’t make the extra effort to smooth things over, your client may decide to replace you with a more careful freelancer. Also, put measures in place to make sure that the mistake is not repeated.
- Your gut feeling. Sometimes everything seems to be going right with your client, but you have a gut feeling that something is wrong. Gut feelings shouldn’t be discounted. Your subconscious intuition may have picked up something about your client that your conscious mind has failed to notice.
If your client slows down their communication with you, make sure that you make extra efforts to check in with them regularly. If they are critical, make sure that you address each criticism. If you make a mistake, own up to it and offer to make it right for your client–even if it costs you some profit. The sooner you do these things, the better.
The best thing to do if you suspect that you are about to lose a client is to bend over backwards to provide unparalleled service. Do your best to become indispensable.
Of course, losing a client isn’t necessarily the end of the world. If it happens to you, then you can take measures to win the client back or you can move on.
Your Turn
Have I left out any reasons why freelancers lose clients? Without naming any names, share your thoughts about losing clients in the comments.
Have you ever won a client back after they left? If so, share what you did to get them back.
Image by Mr. Thomas
Related posts:
- Do You Recognize the Early Warning Signs of Freelancer Burnout?
- 10 Secret Reasons Why You Lose Clients
- Ten Signs You Need To Refuse That Project
- 3 Painful Ways You Lose Money Every Month
- 17 Sure Signs That Your Freelancing Rates Really Are Too Low
About the author: Laura Spencer is a freelance writer from North Central Texas with over 20 years of professional business writing experience. If you liked this post, then you may also enjoy Laura’s blog about her freelance writing experiences, WritingThoughts. Laura is also on Google+.
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30 Comments
Liz Broomfield
January 9th, 2012 at 10:29 amI think the key one is when they go silent on you. Although sometimes that’s for other reasons.
I think you should do an article on “how to tell when your freelancer is about to sack you as a client”, too, though!
Gold
January 9th, 2012 at 11:11 amWhat is that saying? The only thing you can be certain of is … Death and Taxes. You don’t need warning signs for for that type of event. One way to prepare for that is continue prospecting for more clients (replacements).
Don’t get me wrong. That doesn’t mean I don’t feel for the loss of the client. I remember Sam. I was contacted to do an assignment for the Corporation where Sam worked and when I delivered the project I happen to ask about Sam. The person I delivered to replied. “Don’t you know? Sam died a month ago”. I felt I was punched in the solar plexus and doubled over when I heard that. Sam was only 50 years old at the time.
Not only that I was also told that the President, Vice President, and Treasure all passed of natural causes within three months of Sam’s passing.
Ensemble
January 9th, 2012 at 11:47 ami think if they go silent and start behaving differently then make sure all ur pending payments are cleared and start thinking beyond that client…
Laura Spencer
January 9th, 2012 at 12:23 pmLiz Broomfield–>Great point. Communication is key. When you and a client stop communicating it’s almost always a bad sign.
Gold, Oh my goodness! Sorry to hear about Sam. Wow, what a story, but those are the types of things that really can happen to freelancers.
Ensemble–Good advice. :)
Social Bullets (SEO Company)
January 9th, 2012 at 1:17 pmAmong all these 7 warnings the very dangerous warning in my opinion are late payments. This is the main warning sign of loosing a client.
Brandon
January 9th, 2012 at 3:36 pmBefore this year I would have questioned #4 in this list but now I can say I’ve actually had that experience. A client was super complimentary always saying things like “I know you’re going to do an amazing rock-star job on this I can’t wait to see what you come up with” and not too long after that everything went sour. That day was the beginning of over communication and outrageous expectations. Beware of the uber complimentary…
Owais Siddiqui
January 9th, 2012 at 3:40 pmI think that the real reason why long term clients run away these days is that they find someone offering same service for less and clients decide not to make the last payment and save some money both ways. This happens too often. I read somewhere that 85% freelance payments are never made.
And you are absolutely right about feast to famine :(
Laura Spencer
January 9th, 2012 at 6:54 pmGreat comments!
Thanks Brandon–Yep, if the compliments don’t ring true there could be a problem.
Owais Siddiqui, I think that’s a common misperception. Most freelancers suppose this, but (unless you’re marketing yourself based on price) there are usually other reasons.
George Angus
January 9th, 2012 at 6:59 pmOne of the things that happens with long term clients is “voice fatigue.” After writing six blog posts a month for about two years, I know I wasn’t feeling too fresh. The client never displayed any of the above signs but one day I got a very cordial email letting me know they had sold the site and that the new owners would be contacting me shortly.
Still waiting. And that’s okay.
George
Catena Creations
January 9th, 2012 at 10:23 pmAm going through this right now. Last year, it was a great company and I had a ball working for them. Now, the owner hasn’t returned calls since September or responded to emails since October — when he emailed to say he wasn’t deliberately ignoring me, he just had a lot on his plate.
I just wish that clients who are upset with you would at least be professional enough to tell you why. I’d rather have this client call me and yell at me, or send me a nasty email, than sit here in silence and wonder how I’m supposed to finish up the unfinished business. I made sure he had full ownership of all his accounts, and made sure he had access to his Web site (he still doesn’t know how to use it or update it!). At least I lived up to my end of the bargain.
Josh Jones
January 10th, 2012 at 1:19 amI have a client right now that’s is becoming very needy. If anything I’m about to fire him. I just have to decide if the money is worth it or not.
Patricia Lane
January 10th, 2012 at 4:26 amHigh level personnel changes or how internal political rivalries play out can also leave a freelancer in the dust. The winner or new big gun will want his/her own key staff and trusted advisors and to mark his turf – no matter how valuable the previous team was.
That happened to me once, it hurt like hell, and not just my bottom line. When a client represents more than 20% of your revenue, there’s a risk. I knew that. Intellectually. But when you are involved in long-term projects that take up a fair chunk of your working hours, it’s hard to lighten up and still fulfill your commitments.
I still have great relationships with others within the company and I remain optimistic that, in time, we’ll work together again. With a broader client base and more vigilance about the 20% rule, knock wood, this is an experience I think can avoid repeating!
Laura Spencer
January 10th, 2012 at 9:37 amGreat discussion!
George, did the client tell you that you had voice fatigue, or is that your own diagnosis? If the organization sold, it may not have been your fault. New owners sometimes make changes that have nothing to do with the freelancer.
Catena Creations–I think you have an important point. Sadly, many clients are not proactive about voicing their concerns. That makes our work as freelancers doubly hard. That’s why it’s so important to encourage the client to communicate with you.
Josh Jones, Yikes! It sounds like you have a decision to make…
Patricia Lane–This is true. Sometimes it’s not your fault and you just need to keep a good attitude and be flexible about other options. If your contacts were happy with your work, they will likely turn to you a good. Of course, staying in touch is also a good idea. :)
George Angus
January 10th, 2012 at 1:55 pmHi Laura,
The client didn’t give any indication, it was more a sense of what I would be feeling if I were the client. I completely believe that the site was sold. The client had always been communicative and straight-up with me. Actually, I am happy for them and if I get a call from the new owner then I’ll consider it a bonus!
George
Morgan & Me Creative
January 10th, 2012 at 2:47 pmMost of time we here rely on gut feeling. For example, the periods in between getting regular work has widened and client appears on the ‘quiet’ side. They still pick up the phone every now and then and start saying things like…’oh we been very busy..blah blah blah…but don’t worry once we’re more or less settled, we’ll start having work for you right away…maybe even refer you to someone or two…’. Similar to point 4, sounding too over promising can be a sign. Sometimes it’s not your fault they’re dropping you, maybe higher management wants a change of designers every 1 to 2 years?
gerry suchy
January 10th, 2012 at 4:48 pmGreat article Laura and some great comments as well. From my own experience the “get ready here it comes comment” has been when the client asks you about crowd sourced design. While it is certainly an opportunity to educate them about the difference between good design and garbage, it for me at least has been a precursor to the next question which is, “why am I paying you so much when I can get something good enough for much less? They are not asking the question to educate themselves rather it is the equivalent of saying, don’t call me, I’ll call you.
Laura Spencer
January 10th, 2012 at 5:16 pmGeorge–I guess I can see that perspective. If you felt the work wasn’t up to snuff maybe the client did too. :)
Morgan & Me Creative, Gut feelings shouldn’t be discounted. There’s often a reason behind them that we just can’t figure out.
gerry suchy–Thanks for the compliment. :) I always counsel freelancers to focus on quality rather than price. Unfortunately, I’ve had to tell many “prospective clients” over the years that if they think they can get a better price, they should go for it. Of course, I do try to educate them–but sometimes the best thing to do is let them get burnt by a so-called bargain so that they will appreciate that hard work makes a difference.
Matt Keegan
January 11th, 2012 at 3:00 pmLosing clients can be devastating, particularly those clients that supply a considerable amount of work.
In nine years of freelancing, I’ve lost two major clients quite suddenly. One had exhibited some of the warning signs you mentioned, the other probably offered some warnings too, but I misinterpreted them.
Thankfully, both clients were replaced by even better clients although the tension during the in-between times was so thick that you could cut it with a knife!
Owais Siddiqui
January 11th, 2012 at 3:12 pmLaura and friends,
I need some advice. A client who left without paying me a couple of months ago just approached me to do another project for him. He says if I do good he will pay me the pending payment with this project. I am not sure if I can trust him as he reluctant to clear the previous payments till completion of the new project. He knows that I deliver quality and always on time he is also trying to shake me down to lower my regular rates.What do you all say to that?
Josh Jones
January 11th, 2012 at 3:23 pmOwais,
Don’t take any new work until he pays the previous balance. Tell him to be glad you don’t charge him more for not paying the first time. It’s not worth it.
George Angus
January 11th, 2012 at 5:03 pmOwais,
I most certainly would not do any more work for that client until they paid me for the other work. And to dangle what they owe you in order to do more work for them? Seems kind of unethical at best. I’m afraid I would run the other direction.
George
Laura Spencer
January 12th, 2012 at 11:49 amOwais Siddiqui
I don’t know all of the specifics of your situation, but from what you’ve written it does seem that Josh Jones and George Angus have provided some good advice. Don’t assume that the client is going to pay you if you suspect they are not. If the client is happy with your work, they should pay as originally promised whether there are new projects on the horizon, or not.
Jeff Schoolcraft
January 12th, 2012 at 5:11 pmI linked to this in my latest Freelancing Weekly issue – http://freelancingweekly.com/issue-9
Ino
May 14th, 2012 at 11:50 amEnable for your client to stay long, you need to adjust to the clients attitude and to the task given. The client and the freelancer must have a good relationship and to acquire it, the communication between the two must be open. As a freelancer also, you must need to value work, not just the pays, though pay is also important. Value your work same as you value your pay.
reversephonelookup
April 10th, 2013 at 12:19 ampoetry has that the power to affect our emotions by using words alone, i actually love poetry
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