You will run into a problem client as a freelance writer, or you will at least have a problem WITH a client. You'll need to handle it fast, and you'll need to handle it well. There are three ways to deal with potential problem clients.
#1 Prevent Client Problems
First, prevent them! You can prevent problems by sorting clients. You don't want every client that comes to your door- trust me. You need to consider who your ideal client is, and then measure each lookie-loo against that ideal client. Consider things like topic, ability to pay, field that the client comes from, final published result of your work, and etc.
Next, once you and a client are carefully considering each other, clarify the heck out of the project. What is the final outcome? What is the final deliverable? What is your exact (EXACT) role?
Last, but most importantly, put into place a very clear, very specific, very well-spelled-out contract or Letter of Agreement. Make sure it's read and signed by the client and make sure it includes every single detail. This contract will be your first line of defense if things go south.
#2 Manage Clients Well
After prevention, another way to avoid these problems is proper project management. How do you do that? Keep up your end of the deal. Hit deadlines. Deliver. Deliver on time. Do what you say you're going to do and do it when you said you would. If you veer off track, the client may too! It can almost be like you're giving them permission to scrap your agreement and shoot from the hip. Don't do that. Set the example early and often. You're a professional. You do X, Y and Z, and you do it on time. Therefore, you expect the exact same from your client. Be the best, set the example.
#3 Walk Away From Problem Clients
The last recourse? Walk away. Most contracts have an out. And, if it gets to the point of walking away, I'm willing to bet the client was thinking about it, too. Look, mistakes are made. Bad deals are made. We're not immune. We're not perfect. There are a finite number of hours in the day and you need to give those to good clients who you can serve well, and who are keeping up their end of the deal. Don't go there rashly, though. This is a last resort.
Common Problems and Their Solutions
Here are some common problems and where they fall relative to the above three mistakes.
Can't Meet Deadline. This is your problem, your issue and your doing (unless there is scope creep, see below). This could have been prevented with #1 and #2 above. You should not have taken on this client if you couldn't meet the deadline, OR you didn't manage the project well enough, perhaps putting it off at until the last minute. Time to pull some overnighters to save your reputation. Consider hiring a subcontractor to help you.
Client Disappears. This is out of your control. It's possible that you didn't screen the client well (#1). Did they appear flaky? Were they late in answering emails? The only solution here is to write and call, and, should they continue to avoid you, send a bill for the work completed thus far and move on.
Client is Not Really the True End Client. One of my personal pet peeves is when one person or role hires me, but must pass all my work through some other party, person or role. I'd really love to deal with the end-power. Now, sometimes this isn't possible. This is a question to ask yourself during the screening process (#1).
Client Seems to Like Your Writing, But Says Otherwise Elsewhere.
This is a management problem (#2).Throughout your management of the project, continually elicit feedback, especially when you as you meet milestones or turn in pieces of the project. Always be checking the client's temperature. However, this issue often happens afterward, either through rating systems like Elance, or through reference-checking. There aren't many solutions for this (other than channels available at bidsites like Elance and Guru), so you simply shouldn't use that client for references! You may choose to reach out to the client, though. Consider offering a freebie "re-do" if you think the client may have a valid complaint.Client Won't Negotiate on the Contract. This is a #1 problem and you should cut your losses now. You can negotiate a bit on your contract- the client should too. Stick to your guns, because it's likely this client will continue to cause other problems.
Scope Creep. Uh oh. Someone didn't (#1) screen well or (#2) manage the project well. Scope creep means that the client seems to want much more than was originally negotiated. You know that air tight contract we talked about? With all the details in it? That's your weapon against scope creep. Try this: "Doing sidebars wasn't in the contract, but I will throw it in for free this time." Or, "Writing sidebars wasn't in the contract, and will take me X hours at $X per hour."
You Overestimated Your Abilities. Suddenly that client's CMS system doesn't look so easy to master. Or, you realize you can't really . Fess up. This is a #3 for sure. Better to work with the client on training or finding a replacement then to ruin your reputation.
The good news is that each and every one of these issues is a wonderful learning opportunity. You'll probably make each mistake once in your career- but generally only once! Learn from it and move on.
