What Can Your Clients Reasonably Expect From You?
Posted November 22, 2009 in Managing Clients 28 Comments »
If you get a freelancing gig, how much should the client expect from you?
Does hiring you give a company the right to automatically expect that you:
- Are only working on their project
- Will be available during certain hours of the day or night
- Will give the client free advice for other projects
- Should provide an unlimited number of revisions
- Can meet with them face-to-face
- Can work at their office or other specified location
- Will accept projects with extremely short deadlines
- Will use only certain tools or methods
In this post, we’ll address the controversial topic of what a client should expect once he or she has hired a freelancer. We’ll also examine some of the legal issues that pertain to client/freelancer relationships.
What Some Clients Expect of Freelancers
Of course, a client’s expectations should be largely driven by his or her agreement with the freelancer. The answers to the questions above depend upon what the client and the freelance agreed upon. Some clients, though, have expectations that were never a part of any agreement.
Recently, I overhead a business owner complaining because he couldn’t reach a freelancer that he had hired by telephone. The business owner had to wait over an hour before “his” freelancer returned a call and the client was outraged.
The business owner’s complaint was a bit of a revelation to me. Of course, I’ve always known that some clients are more reasonable to work with than others, but it seemed to me that this particular business owner wanted his freelancer to behave more as an employee than a freelancer.
Don’t get me wrong. There are certain things that I think that all clients have a right to expect when they hire a freelancer.
What Every Client Should Expect
Every client should expect to receive — A quality product or service on or before their stated deadline that meets their stated need.
This expectation is a cardinal rule of doing business well as a freelancer. We shouldn’t even have to mention this expectation here, except for the fact that once in a while this expectation isn’t met.
Occasionally, a freelancer delivers poor quality, or they miss a deadline, or their work misses the mark.
When client needs aren’t met it can make it tough for the rest of us freelancers. That’s because now a client’s expectations have changed.
That client may hesitate to hire a freelancer the next time they have a project, or they may feel more of a need to direct the freelancer’s work (even to the point of wanting to be able to reach the freelancer by phone on short notice).
One way to get around the problem of failed expectation is through negotiations.
Negotiating is Key
Good negotiations help set expectations for both the client and the freelancer. Negotiations are so important, in fact, that we’ve devoted an entire post to the topic of negotiations.
All of the issues mentioned in the opening of this article should be covered in a thorough negotiating session with the client. In fact, the freelancer and client should sign a contract, or at least have a binding agreement between.
Both freelancers and their clients should be aware that there could be tax problems if a client exercises too much control over a freelancer in the U.S.
What the IRS Says
Most freelancers are considered to be independent contractors for tax purposes. The IRS has guidelines that govern whether a worker is considered an independent contractor or an employee.
One of the criteria for distinguishing between an employee and an independent contractor is the amount of behavioral control that a business has over a worker.
It’s important to understand the distinction because a business that hires an employee and then misclassifies them as an independent contractor may wind up paying a lot of back taxes and penalties.
What Do You Think?
We’ve identified an expectation that every freelancer should meet. We’ve also discussed some of the legal implications of hiring a freelancer. Now it’s your turn to express your opinion.
Do you hire freelancers?
If so, we’d love it if you’d share your expectations in the comments.
Are you a freelancer?
Why not share your thoughts on this topic? What should a client expect when they hire you?
Image by komponisto
About the author: Laura Spencer is a freelance writer from North Central Texas with over 19 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
-
After freelancing for a while, many freelancers find themselves at a crossroads — asking themselves a single important question: how…
[Read More...] -
Taking a gig as a freelancer is often times much more than a temporary decision. A freelance project can involve…
[Read More...] -
We spend a lot of time on Freelance Folder talking about marketing. That is because good marketing is very important…
[Read More...]
The Unlimited Freelancer is Now Only $19
Unleash the true potential of your business. Get The Unlimited Freelancer and start transforming your freelance business,
now only $19.
Try searching "Getting Clients" or "Productivity"
FreelanceCommunity
Free Resource: Massive Web UI and Button Set
This is a free photoshop set provided by MediaLoot with hundreds of free buttons, boxes, and other useful web elements.5 Fresh and Useful jQuery Plugins Were Born in November 2009
In November 2009, 5 jQuery plugins were born that are new and useful for web designers. Read this post to learn more.How Well Do You Understand CSS Positioning?
The css position property seems easy to grasp, but it works a little differently than it appears on the surface.
Free Report
Sign up for our product discount list to get a free copy of Why Some Freelancers Thrive and Others Barely Survive. You can unsubscribe anytime.
Popular Articles
- SEO Techniques All Top Websites Should Use
- When a Client Can't Afford You: Why It's Still Better to Bid High
- How To Stop Scrambling For Clients And Get A Steady Stream Of Paying Gigs
- A Simple Way To Stop Clients From Rejecting Your Proposals
- 3 Reasons Your Rates Are Still Low (And How To Start Raising Them)
28 Comments
Ivan Tolmachev
November 22nd, 2009 at 7:02 pmOnly thing the client can expect to receive is the work done. And nothing else. I kindly ask the people who want me to do their work immediately to f**k off and I think I’m right.
AffirmingSpirit
November 22nd, 2009 at 7:05 pmLaura, you bring up important points in this post. It’s important for both sides to realize they have rights, and with those come responsibilities. Establishing boundaries, and putting them in writing, is key to the success of client/freelancer relationships.
I’ve had clients call me at 10pm at next *expecting* me to stay up all night to complete a project by 6 or 7am. If I could physically do it, I often did, with a clear understanding (in writing) that the client must pay a premium rate for such turnaround. In addition, the client relationship plays a key role in my decision: How long have I had this client? How often do they fail to plan, then expect freelancers to save them? How reliable is their Accounts Payable Dept.? The answers to those questions also factored into my decision to serve this particular client at this time in this way.
It’s also important to note that we *attract* the clients/projects we believe are out there, and likely to want our services. If we, as freelancers, have decided that clients are basically thieves with no conscience, we will attract those type of clients. If we have decided that we will only work with reliable, respectful, and decent clients, then that is what will show up for us. While making the shift to better clients, we must be willing to set our boundaries *and stick to them*. I talk to so many freelancers who took on jobs they didn’t want for *fear* that better clients/projects wouldn’t come their way.
If you are operating from fear (False Expectations Appearing Real), then you will attract more clients, projects, and experiences that reinforce that feeling of fear. Life is, after all, a self-fulfilling prophecy always showing you what you believe to be true. Freelancers need to be clear what they want their life to be like, and then BE it.
Many blessings,
Nancy
Deb Ng
November 22nd, 2009 at 7:06 pmThere are two important things that come immediately to mind:
1. A superior job. Not an ok job. Not a reasonable jobs, but a great job. I don’t care what you’re being paid or where you are in your career, if you’re going to sign your name to something it should always be your best effort.
2. Good communication. Whether on the phone or Skype or via email, freelancers should be in regular touch with their clients. When I’m working on a project, I email regular progress reports. When I’m working on a heavy project, I email daily progress reports. I never let my client wonder what’s going on.
I could probably list more – but this is your blog post, not mine. :)
Eduardo Portillo
November 22nd, 2009 at 7:12 pmIn my case as a freelancer have two basical troubles with my clients. One is that they think that negociation is impose the price of the service, some tend to expect a flat rate, and we know that the same kind of product can have veryt different amount of work involved in their creation, for example you cannot expect that a trifold brochure has the same amount of time and work of a big multipage brochure, here in El Salvador some client tend to be a bit abusive but they are a minority. I have had the problem that ended a project the client want to negotiate the price a position of “take it or leave it” as you can asume I no longer work for them.
The other problem is that here some clients leave fof last the design projects, right now i’m making some fixes to a project that my client wants to ve ready for september 1st, but i’ve been waiting for since mid august for the observation to the options I made for him but still no light at the end of the tunnel, almost every other week e-mails me with comments but nothing sustantial thing like “one proposal is to much cartoon stile to me” but didn’t specify wich one. this is a real trouble I feel can’t charge him more because I will end up making the same amount of work but this too long projects are a real burden.
Ivan Tolmachev
November 22nd, 2009 at 8:03 pmYour post inspired me and I wrote my own post that might look a bit harsh but is truly sincere.
You can check it out here: http://itolmach.com/2009/11/you-can-go-fuck-yourself-an-ultimate-guide-of-choosing-the-right-clients/
Heather Villa
November 23rd, 2009 at 6:05 amThe client should expect whatever you have agreed to do. I always have a Statement of Work drawn up and signed by both myself and the client before any work begins. This way everything is spelled and clarified from the beginning.
WPCONCEPT
November 23rd, 2009 at 9:37 amHi. I’m a freelancer web designer and my clients ar very watchful when i talk to him about deadline. I think that the deadline is very important. Of course the final product is the most important but the deadline’s are a part of freelancing success.
Luke Jones
November 23rd, 2009 at 9:40 amDifferent clients have many different expectations. I’ve been lucky enough to have pretty good clients so far, but I’ve had to put my foot in the door sometimes and put them in their place. I’ve never lost a client because of this, and if anything my business has came through stronger than ever with how I now deal with clients – which is very different to how I did this time last year.
There is, however, one client that expects much more than they deserve. I’m sure you could guess how they heard about me too – friend of a member of my family.
Laura Spencer
November 23rd, 2009 at 10:05 amGreat conversation!
Affirming Spirit, you actually mentioned a point that I was hoping would come up — that of boundaries.
It really is important for freelancers to set boundaries between their business and their personal life in order to avoid burnout, but it is up to us to do it. No client is going to do it for us.
Luke Jones
November 23rd, 2009 at 10:09 amLaura, I can not emphasise boundaries enough to upcoming freelancers. I’ve only been doing this for just over a year and the client I mentioned in my previous comment steps over boundaries so often that it was necessary to just say to them ‘9 til 5′ and so on and so forth. They’re so persistent, however, that they still deem it necessary to disrupt dinner with my family.
Laura Spencer
November 23rd, 2009 at 10:30 amThanks Luke,
I think that you’re not alone in this. Time differences can be to blame for some, but not all, of these problems.
It all comes down to being assertive — polite and professional, but firm.
Luke Jones
November 23rd, 2009 at 10:34 amYou’re welcome. That’s a good tip at the bottom, I’m afraid I may have came across a little harsh to the readers. I am ALWAYS polite and professional to my clients no matter what the situation is. If there is one momentary lapse in your professionalism it could cost you a client.
There is a piece of data (that I can’t seem to get my hands on at the moment) stating the percentages between people complaining about a company and people recommending a company. An individual is MUCH more likely to complain about you than they are to recommend you – so always keep that in mind.
Olly Killick
November 23rd, 2009 at 10:58 amI once had a client who asked or a lot of stuff thst wasn’t agreed upon, he just expected – and to top it all off, he wanted the entire site rebuilt in tables, the Sunday immediately before the site was due to go live, as modern code wouldn’t work with his archaic CMS, even though he’s seen it as it was in development and said it was fine. I never worked with him again, needless to say.
NewBloggerTemplates
November 23rd, 2009 at 1:01 pmsuggestions and very good article .. thanks
Laura Spencer
November 23rd, 2009 at 4:47 pmThanks to everyone who has shared their comments and thoughts on this post.
(If you are just now reading it, feel free to add your experiences and tips in the comments.)
Matthew
November 23rd, 2009 at 6:03 pm20 years ago a mate told me, ‘The good thing about working for yourself is that you can choose who to work with.” First meeting you can usually figure out who is good, and who is just a joke. Of course, you have to pay some dues along the way, just like everybody else.
Freelancers are problem solvers. Everything is billable, but the rates may vary. Clients are happy to pay for things you think sometimes they won’t, if it solves a problem. I’ve billed out 2 hours on a job just searching for the stock pic the client once saw somewhere. Easy work, full whack, problem solved, return business, nice people.
As long as everybody understands variations to agreed work, or the principle of hourly billing, you’re sweet under most circumstances. Communicate and negotiate.
I make heaps more on flat rate jobs than hourly because I always best-imate more and work harder. Clients eventually realise this and just put you on the clock if they are clever. They save by taking on your risk.
If you set up the foundations properly, its easy to manage clients needs and expectations without disappointing anybody, including yourself. Its also important to understand that you are a problem solver, and problems aren’t always easy, or convenient. That’s why you get the big bucks.
Freelancers are motivated business people, a freelancer with employee mentality is in for a hard time. Budgets tend to flow to the path of least resistance…
Web Design Maidstone
November 23rd, 2009 at 7:26 pmIts nice when you get in a position to pick and choose the projects you take on and really vet your customer, this rarely happens for me! Working with mainly small companies, often taking their first foray into the web design world means I like to offer that bit me, smile, be nice and help it pays off in the long run when they tell their friends.
That said, you have to draw the line somewhere, I quoted a 6 page website at a really good rate and my client wanted a reduction. I agreed under the condition he allowed me to work on his project between other projects and it could take a few months as oppossed to a couple of weeks. He then sent copy for 15 pages and insisted on a face to face meeting, I had to politely remind him that my profit from his job would barely pay for the train fare and a day out of the office and a face to face meeting would incure an extra charge, suddenly it didn’t seem as important to him.
Just take the rough with the smooth!
George Passwater
November 24th, 2009 at 10:19 amInteresting post.
From the very beginning, there needs to be a agreement in place. I usually put together a contract that states what is to be done. If anything extra is needed, it will cost extra. From the very beginning, there needs to be an understanding in writing that if you want more than what is in the contract, I will charge you for it. I believe if you communicate clearly and have it agreed upon in writing, the client has the understanding of what is expected of you and them for the project.
Cassandra Bryan
November 24th, 2009 at 12:57 pmI once had a client call me at 10pm at night because he was on a business trip to China and though it would be okay to demand that I email him some files that I did not create right at that moment. These files had been sent to me by someone else and then he kept asking me to forward them to different people because he didn’t know how to email! I even set up a meeting and taught him how to email for an hour…
Sam Logan
November 24th, 2009 at 1:21 pmGreat article Laura, from being a freelancer and now owning my own web design company I can honestly say that negotiation is crucial. Both client and freelancer need to have some kind of understanding of what they are getting or expect.
Marketing and Management
March 6th, 2010 at 5:38 amWe are answerable person for our works….it may be freelancing also other.We have to manage the valuable customer oriented process of the marketing.You handle all the aspects for the best choice of action.keep sharing.
Trackbacks