Screen Your Potential Clients: Keep The Ones You Want
Posted August 5, 2010 in Managing Clients
Once you’ve become established as a freelancer and find that your schedule is often pretty full, you’ll quickly realize that some clients are just better to work with than others.
Every freelancer wants to stay away from that nightmare client, but not every freelancer is in a position to pick and choose their clients–at least not until the point where they can fill up their schedule quickly. The more clients you deal with, the more you begin to sense from the beginning which clients are going to be great to work with and which are going to be hell.
There are several signs a potential client gives off that can let you know whether they’re serious about the work, a tire kicker, or how they’ll be to work with.
Sign 1: The Project Is “Simple”
Any client who begins an email this way has no money. They’re trying to guilt you into quoting lower than you normally would because the “project is simple.”
These projects often turn out to be the most complicated and the client often asks for more than what they pay for, and a lot more than higher paying clients would.
In this situation, it’s best to tell them you’re scheduled up and move on.
Sign 2: Non-Business Speech and Smilies
I’ve noticed that the best clients I’ve ever worked with were casual in their communications. While the first email or two might be more formal while they gauge who you are, they like using smilies, make jokes, laugh and talk about non-business stuff.
I consider my best clients my friends. They can call at odd hours, ask for free help and interrupt other projects I’m working on and I never get angry. Why? Because they’re always pleasant to work with and would do the same for me. These clients are definite keepers.
Sign 3: They Want to Meet in Person or Talk on the Phone for Over an Hour
I don’t know what it is, but every client who’s wanted to meet in person or talk on the phone for over an hour has almost always been a waste of my time. Avoid these clients like the plague.
Sign 4: The Give Extra
Sometimes, you’re not able to figure out whether you want to work with someone or not until you’ve actually worked with them. I’ve had plenty of awesome sounding clients who turned into nightmares, so I had to stop dealing with them for future projects.
I’ve also had amazing clients that do things that want me to always work with them. I’ve received thank you cards after projects and extra money for surviving a huge round of revisions and bugs. Clients like these are priceless and remind me why I started freelancing in the first place.
Sign 5: We’re on a Budget
Realistically, everyone is on a budget. But, the client who starts off their email with that line is looking for a handout. Never discount your services, ever. I’ve always regretted it later.
If you want to offer a client a discount, go ahead, but never give one just because they asked for it.
Sign 6: Short and Sweet
Good clients are busy. Good clients know you’re probably even busier than them. So, they don’t send you 300 emails if you don’t answer the first one in two minutes. They don’t write book long emails either. They respect your time.
Great clients get everything they want to say in one short email and realize that if you happen to answer that email at 11 p.m, it doesn’t mean you’re up for a chat.
Sign 7: They Disappear
Potential clients who email you for work normally have somewhat of a deadline to get things done. But, the ones who send you one email and then disappear for a month before they finally answer you back, aren’t worth the effort. You’ll find yourself waiting for month to get final approval on the project and to get paid. Pass on these ones!
Sign 8: I Need It Done NOW
These clients are just as bad as the ones who disappear. Often, they’ll expect you to drop everything you’re doing right at that moment and take on their project for half the cost…..and then take two weeks to get you the files.
How to Decide Who to Work With
Listen to your gut when it tells you to avoid or take on a certain client. You’ll thank yourself later! Your subconscious is great for picking up those minor clues people give up to who and how they are.
Worse comes to worse, you’ll probably end up taking on some bad clients, but turn those into positive experiences by learning from your mistakes and figuring out the clues and signs they gave in the beginning that should’ve led you to passing the project. Everyone has a nightmare client once in a while.
Your Thoughts
What sort of signs do you use to decide whether a client is or isn’t work your time and efforts?
Image by Mr. T in DC
Related posts:
- Bad First Impressions That Can Drive Potential Clients Away
- 5 Integral Steps to Help Secure Every Potential Contract
- How To Make Potential Customers Pick You Over ‘The Other Guys’
- 6 Compulsory Qualities for Potential Freelancers
- Know Your Clients: How To Build Loyalty With Customer Surveys
About the author: Amber is a freelancer with over 10 years of experience and specializes in clean, semantic and valid HTML5, CSS3 and Wordpress development. She also writes a web development blog at www.amberweinberg.com and just launched a web app for developers at www.codesnipp.it.
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45 Comments
Jason Gross
August 5th, 2010 at 8:52 amGreat post Amber. I have always been a proponent of shopping around for the client more so than the job itself.
I would even say that you should try to take this route early in your freelancing career as well. You will probably still grab some bad apples early on as you learn about what you need to avoid but starting these habits of being picky early on will save you a lot of headache. Trust me it’s never worth the money you will be getting from these clients. When I started out I had a few clients that I would have happily paid to scrap a job and leave it.
Long Nguyen
August 5th, 2010 at 9:17 amIn my experience, what you have written is all true!
Jonathan
August 5th, 2010 at 9:32 amVery true, especially sign 3. I’ve wasted a lot of time with pointless in-person meetings. Also in the first paragraph I think you mean “some” clients “…quickly realize that come clients are…”
Jordan Walker
August 5th, 2010 at 9:47 amExcellent and informative signs to watch out for. I have had some of the most productive and fulfilling hour long phone conversations with clients however. Usually, they have a need which is not being meet and want to know if it is something I can develop. This has lead to innovative and challenging work for me.
It seems like everyone has a great idea for online applications that best suit there business needs. If more freelancers took the time to listen, then filtered out the garbage while finding the true gems, they would be more successful.
Thomas Wendt
August 5th, 2010 at 9:50 amI think a good point to add is to curb your inital excitement. Especially for new freelancers, there is a tendency to get a response from a potential client, get very excited about the prospect of getting paid and/or adding a new contact, and overlook most red flags listed in this post.
When you get a response, try to take a step back and really evaluate what the client needs. Be sure to get a very clear description of the project. Ask any questions that you have. It might sound harsh, but if a client is unable to give you specific instructions and answer your questions (within reason; don’t ask 50 questions), then they probably aren’t worth your time.
Josh Arguello
August 5th, 2010 at 10:38 amI do a lot of local business so number 3 doesn’t really count… Almost every person I’ve worked with has wanted to meet me in person… I guess the question is: how do I say no to that and still get the work?
A lot of meeting me is gauging if I’m trustworthy etc to take their money and do the work, and I don’t hold that against them.
Angie Papple Johnston
August 5th, 2010 at 10:43 amThese are all right on. I say that you should also run for the hills when a client balks at signing your contract or doesn’t want to pay a portion of your fee up front.
Rob Cubbon
August 5th, 2010 at 10:48 am“come clients”, yes, I’d avoid those…
Seriously, though, I would recommend any freelancer to read this post because I agree with it 100%. So true about the ones who want to meet or talk for ages on the phone – they are always a nightmare and ones to avoid.
I would actually add to this by avoiding, or at least treating with suspicion, clients that don’t spell or have correct grammar in their emails. It might sound picky but they are a nightmare in my experience. (This is not disagreeing with sign 2, that’s different and about once you’ve got to know them!)
Really, really good post.
Betty
August 5th, 2010 at 11:08 amSign 6: …and realize that if you happen to answer that email at 11 p.m, it doesn’t mean you’re up for a chat.
Sending emails outside of your “official” office hours sends the wrong message to clients–the “I’m available all the time” message. It might be true, but clients don’t need to know that. I love the “drafts” folder of my email: I might write email at 11pm, but I hold it and send after 9am the next day.
Stevensst
August 5th, 2010 at 11:24 amit is best to meet clients only if you have confirmed the deal, and maybe also charge meetings as consultation fees.
Kelsey
August 5th, 2010 at 12:05 pmI definitely agree with sign #3. I usually tell potential clients I only have 30 minutes and try to stay to the point.
Niubi
August 5th, 2010 at 12:09 pmIt’s not always possible, though. Sometimes you really need the $$$ and no matter how awful the client is, that money’s there. That’s why I’ve been joining affiliate schemes – it seems that a lot of work initially could pay off, and it keeps my writing muscles flexing. Whether the sites take off remains another affair, but one can always dream. Oh, and DubLi is pretty neat, too.
Freelance FactFile
August 5th, 2010 at 12:21 pmYour point about never giving a discount resonates with me at the moment. I quoted a potential new client for a web writing job last week. It was an interesting project and was about 10 days’ work in all. He said he wanted me to do the work but he also wanted me to give him a 25% discount. Ha!
My reply was: “If I can fill my working week with clients who pay the amount I’ve quoted them, why should I work for 10 days for 1/4 less?”
Don’t discount!
Bexxie
August 5th, 2010 at 12:32 pmGreat post! I’ve found #2 to be so true! Clients that are more laid-back in my experience have been much easier to work with making me want to go the extra mile for them.
Web design portfolio
August 5th, 2010 at 1:08 pmDiscount if you’re just do freelance on the side, there’s no problem with that. It’s how you manage it thats the problem. If you say ‘yes, I can do a discount, no problem..’ , they’ll expect that in future if they become regular clients. Just be up front and say, ‘as you’re a first time customer, i’ll give you a xx% discount!’ they’ll love you for it and will no doubt return in future!
kathryn barlow
August 5th, 2010 at 1:21 pmSo true!
Those red flags might be tempting to ignore when you’re first starting out, but it’s rarely worth the nightmare that ensues….
Andrew Kaser
August 5th, 2010 at 4:05 pmI have met with several potential clients myself and have experienced the same waste of time.
Great post! I usually over look a few of these tips and always regret accepting the project! Hopefully soon I will be smart enough to watch for these signs.
Minna
August 5th, 2010 at 4:19 pmVery timely article I must say :) Had to let a client go for a number of reasons… and it is one I really should not have taken in the first place. I have been in that position lately of needing to take what I can get, just because I need the extra cash right now. However, I will say that my experience definitely proof that even when you feel like you need the money, it’s not worth sacrificing your values and your limits to how far you will bend to the client’s wishes.
Lucian
August 5th, 2010 at 5:18 pmVery true, but sometimes if you are slower you need to compromise, sadly.
However, I finally got to the stage when I can select my clients.
For example I turn down any email that doesn’t start with a greeting or it looks like it is addressed to more people. Those are the price shoppers and not looking for quality.
Stephanie
August 5th, 2010 at 8:43 pmThis is a really helpful article Amber and I appreciate it! I’ve been having trouble finding the right clients who are serious about working with me so you have no idea how perfect the timing of your article is. They usually disappear, waste my time with 1-hour Skype calls, or try to lower my rates. It sickens me sometimes how they assume that just because I’m not from the US or UK they can ask me to lower my rates, thinking that I don’t know the actual costs of the work I produce.
Eric Zentner
August 5th, 2010 at 9:04 pm“Simple”….. that word makes me laugh these days.
Once it’s all said and done, whether it’s graphic design, web design or just about any other design, there really IS no such thing as “Simple”. When clients tell me they want a “simple website”, I will often Stop them in their tracks and say “Hold on… when you say ‘simple’ do you mean “clean’ or ‘uncluttered’, what do you mean by ‘simple’ ?” Getting to the root of this word is a great way to help sort the wheat from the chaff (lord I hope i’m using that expression correctly!)
Also, the “money” issue. Always, always, always collect at least 1/3rd but better yet, 1/2 of the money up-front. Did I mention always? Cause I meant “always”. If THEY’RE not invested in this project, then YOU shouldn’t be invested in it. Not obeying this rule has burned me many times over. If they don’t pay you, don’t start working. And don’t fall for the…”well, since we’re in a hurry can you start today and we’ll get you the money this week?”… just don’t. If they’re serious about the work, they’ll “find” a way to pay.
Great post Amber!
Keep em coming!
TLC
August 5th, 2010 at 9:26 pmI disagree with your comment about meeting people in person. I don’t like to quote a project until I’ve met with the person, discussed their needs, and asked my questions so I can prepare a complete proposal — complete with a request for a 50% deposit and acceptance of the project outline as proposed. Yes, this takes time. But it also establishes trust and shows that you’re concerned.
Case in point: My partner and I met with a potential client a couple of weeks ago before preparing a major proposal. When I took it out to the client, I got to meet with him for 45 minutes and give our pitch in person. At the end of the meeting, he asked for help with a difficult issue that his staff had been working on for four months without success. We were able to resolve it in less than 24 hours and demonstrate our service capabilities and expertise. A few days later, he called to ask my opinion on a brochure he’s getting ready to print.
And now today, he let us know that the project we bid for has been put off a couple of weeks until he finds out about some newly announced corporate standards for the franchise he just bought. In the meantime, he hired me today to do some much-needed “triage” on his current Web site.
I still don’t know if we’ll get the final project. But because I took the time to meet with him, he’s given us several opportunities to prove ourselves, giving us a big edge over our competition. Since this project involves work that could last a year or more, it’s been well worth the effort. What we’ll make on this project will more than make up for the time and effort of a couple of meetings.
Matthew Moore
August 5th, 2010 at 10:25 pmI’d add people who want references to this list. Every time I’ve had to supply references, those projects fell through and these people ended up wasting my time and the time of those people who did a reference for me.
Serious clients can look at your previous work and speak to you for a short amount of time and know if you’re right or wrong for the project.
Aleksandra
August 6th, 2010 at 3:02 amssss
Storm
August 6th, 2010 at 7:15 amSo true.. these client types set my alarm bells ringing every time
The only one i have an issue with (and its only a small warning) is to not let point number 2 make all clients who communicate in a friendly casual way seem to be like godsends.
Recently I have experienced a client who was all smiles and friendly but after the 10th missed deadline and 4th overdue invoice I had to move past the fact that they were a friendly client to deal with and realise that all the smiles and friendly email banter in the world wasn’t going to make him meet a deadline. In a way the friendliness was more annoying because its hard to be angry at someone for being a month overdue when they send you smiley emoticons with their heartfelt apologies
Kavyansh
August 6th, 2010 at 12:24 pmWhen I started freelancing 3 years back, I was taking every clients in. Working on those `simple`, `discounted`, `right now` projects day and night and was never paid off.
I should have started reading sites like these to avoid getting ripped off by such clients and projects.
Thanks a lot for making these points / post open to community, so the new comers should not suffer what I did.
Aaron
August 6th, 2010 at 2:15 pmI don’t mind #3 if they’re local and usually find it good to use it to gain trust (both ways) and add on a couple of small upsells.
One thing I have learned with a good client of mine who still likes face to face meetings is to go with a meeting agenda, that way I can dictate the pace and close of the meeting.
Pamela Saxon
August 8th, 2010 at 8:52 amAmber, I do marketing and design for the Arts & Entertainment industries, and I always laugh when my clients or prospects say, “We’re on a budget,” or better yet, one I just heard was “We’re poor and have no money.” I hear this one 98% of the time. No joke. I’ve come to expect it as part of the sales process.
I always respond with, “Yes, I know. You are in the arts, and I know you THINK you have no money. But having been in your shoes before as an Artistic Director, I also know you will find it if you are really serious about attracting new Patrons to your website (or whatever the case may be).
Because this is the group I work with most (and yes, it is my choice), if I dismiss every single prospect who says this to me, I would have no clients at all. Therefore, I consider it part of my job to get them so excited about working with me that they are willing to go out and find the money (if they truly have none). There is always money to be found, as long as the prospect values what you have to offer. Getting them to that point is the key and is part of the sales process.
Jomag
August 16th, 2010 at 12:15 amThanks Amber, and trust me, specially avoid the “I need it now clients” I don´t commit to complete a project in just a few days, we´re undervaluating our job and we could get in big trouble!
Mike
August 16th, 2010 at 12:06 pmIt seems like good relations is more important than money. I mean people ready to work extra for free if a client is polite and pleasant.
SO, BE PLEASANT!
Angela
July 28th, 2011 at 11:29 pmI wish I was able to read this about 3 months ago. I have a total sign #3 right now, and it did turn into a nightmare. Still trying figure out how to survive the situation. Thanks for the tips.
Gail Gardner
December 21st, 2011 at 3:25 pmI grinned the entire time I read this post. It is so obvious to me that Amber really knows her stuff because only experience teaches you where these red flags will pop up. I am as impressed with the comments here as with the post because so many are sharing wisdom.
Yes, some niches are different as Pamela mentioned, and yes, there are some people who just have this need to meet in person that others like me don’t have, but overall these are very good tips to apply when evaluating any potential client.
We have to remember that everyone is NOT just like us and yes we CAN manage our business differently than “what everyone else does”. Never let anyone tell you that is not possible. For over five years I did pay per click (ppc) account management for small businesses – mostly AdWords.
I charged $100/hr cash in advance via PayPal and I only met two or three of the dozens of clients I worked with during that time in person. Every other ppc freelancer, agency owner or employee I ever talked to said “You can’t do that” or “No one is going to pay 100% in advance” or “You HAVE to meet people in person”. Uh, no. I didn’t and you don’t have to either. It is up to you.
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