What To Do About Bad Clients

Encounter the worst client you've ever had? Here's what to do.

If you are new to entrepreneurship, agency work or been around for a while...chances are you will sign a contract with someone who will eventually become the dreaded "worst client ever." You might feel trapped, hopeless and frustrated, but there is a way to maintain your sanity while balancing what could very well be the hardest relationship of your career. Here are some tips to manage the cumbersome experience of dealing with someone who is difficult and challenging to work for. 

1. Rude clients - from time to time you'll encounter the client who doesn't have a filter and may come across as rude. If you internalize this you will have a harder time dealing with them. Simply acknowledge that this is how they communicate and understand that it isn't personal.
2. The client who doesn't respond - in this day and age with so many methods of communicating you will find clients who will drop off the planet for days or weeks and not respond to anything. Try to find the top 2 methods of communicating with that client that they tend to favor. If they prefer email and phone call then use those approaches. If they like text and online chat then use that. But know in your mind that you may not hear back and you may have to continually address them and ask them repeatedly if you don't hear back. 
3. The demanding client - If your client seems to take up all your time and demands so much of you, make sure the contract is clear and your terms are defined. If you prefer to only work Monday-Friday 9am-5pm, let your client know that you are not available during those times and that you will only be available during work hours. Try to make it crystal clear what you are willing to offer and don't allow them to push you beyond your scope. 
4. The client that expects the world but doesn't offer any guidance, support, content or information -  Instead of focusing on what you don't have and what they are not providing... be sure to tell them the solutions to what you need and have them select which option they think will work best. Also let them know what the negative impacts are if you continue the way you are without any help. Make them aware of the risks and what you need.
5. The client that changes their mind - Again make it clear what they are seeking, do follow up emails and lay out what it is they wanted. Be sure to address what it is that they are expecting and tell them what you are going to do exactly. If once they see it and they change their mind it should be clear what the additional charges are, change fees are and what other fees are appropriate. A good way to get around the trouble is to consider charging for your time instead of by project. That way you get paid no matter what. 
6. The client isn't happy with your work - For whatever reason the client may say they are unhappy with your work and it isn't what they expected or what they wanted. Hopefully you can negotiate for partial payment, payment ahead of time or even a trial period.
7. The client doesn't pay or doesn't pay on time - this can be a touchy subject but make your billing information accessible and understood prior to invoicing. If you don't receive payment in a timely manner try emailing or contacting the client to say it appears you haven't received payment and ask them to check. If payment does not come even after several reminders you can suspend service and/or start charging late fees. Of course you want to this to be a pleasant and un-insulting experience so be sure to see if your client is having difficulty and perhaps you can come up with a payment plan. (You won't believe this, but I actually received a check from a client over a year later after they ghosted me. Checks have expiration dates and if it takes that long to send the money... to me they can keep it - it was a small amount anyway.) If it is a large sum you may want to consider small claims court to get your money. If they do pay but are late...try to ask them what is best as far as billing. Perhaps there is a better time of the month or you can stop by in person to grab that check or do direct deposit. 
8. There are too many cooks in the kitchen - this can be extremely frustrating and having to answer and adapt to multiple people is very challenging. Try to only have one person as your primary contact and allow for just that one person to be the one to communicate with you.
9. The client that always wants to meet, chat, talk and etc - know your boundaries. I have had a client put my services on hold yet schedule calls, meetings and conferences for months. While you are not on retainer and not getting paid you don't have any obligation to this client. Looking back you may say this is a big waste of time... so be sure to assess what is an important call or meeting that is necessary of your time. Better yet discuss your contract prior to committing to this client. 
10. The client who swears at you or uses profanities to communicate or demean you - this is absolutely UNACCEPTABLE. Always hold yourself in high regard and treat yourself and others with respect. If your client is swearing at you this is completely uncalled for and immensely disrespectful. You don't have to sit there and take it, be professional and be sure to address the situation with class. If you are still under contract see if you can get out of it, communicate that you will not stand to be treated that way or seek to terminate the agreement.