In most freelance work, you have to appease your clients. Without them, we would be out of business and possibly be living in a cardboard box on the streets. Clients are our life blood. Our whole business is built on creating and nurturing business relationships.
But what to do with that client who wants to be a buddy? You know, the one that shares a little too much about their life, or the one that wants you to go on a weekend drinking binge? While that may be tempting, nothing will hurt your business and professional reputation more than stepping over those boundaries. There’s nothing wrong with being friendly but when you mix business and friendships, it can lead to a multitude of issues.
I know what you’re thinking…
What’s wrong with having another friend?
I do not want to be anti-social!
But I really like my client, I feel a connection.
Yes, there are times when you can bond with a client but it is really about drawing a line. Remember the cardinal rule of business is to never mix your personal and work life. Just like working with friends can cause problems so can having a client become too close.
My first mistake when I started was being too nice and friendly. As I was building my business, I really bent over backward to keep clients. I had my phone on at all times and made the mistake of saying, “I’m always available.” That came at a cost. I had a client who took my generosity as a sign that we could be lifelong friends.
It started as after-hours calls about trivial issues while the client was a little inebriated. When I stopped answering the phone, it became random texts about what I was doing on my weekend to finally uncomfortable texts telling me how “thankful” my client was to have me working for them… at 11 at night. Yikes! Talk about a Code 5 clinger!
It put me in a really bad situation. On one hand, this client was my main source of income. But on the other, I was really feeling weird about even contacting the client about business matters because it led down the rabbit hole of personal BS. Since I only had a few months of business, I decided to just brush it off. It still bothered me but hello… rock and a hard place. I did make a note never to conduct business with that client again. Was that the best strategy? Probably not but it taught me the valuable lesson of how to handle yourself with clingy clients.
Keepin’ It Professional
So how do you keep a professional relationship without it turning into a free-for-all? There are certain steps you can take to stop the over-the-line clients from driving you up a wall.
Be Available But Not Too Available
My first mistake was being available at all hours. I was thinking that most clients would understand that meant only for business related questions and not because they’re lonely and need someone to talk to. If you want to play psychologist/ therapist then go ahead but send a bill with the standard $350 hourly rate. You’re here to provide a professional service to the client, not to be the shoulder to cry on. There are other professionals to provide those services.
You need to establish to customers that I’m available between “this and that” time. Your time is valuable so treat it like that.
Set Boundaries
The first step is to mark off clear and concise boundaries. Establish up front what you expect from the client relationship. Do not be afraid to say no. That was my mistake with my client. I was so focused on pleasing them, it started to spiral out of control. Along with the texts, it turned in asking for flexible hours and favors (can you just add this or check on this..). I was afraid to tell them no. But in the end, it ended up hurting me more. Sometimes you have to put an end to it and if you lose a customer then so be it. 9 times out of 10, the client would not be worth the time, aggravation and other troubles for you. Know where to set your own line in the sand.
Avoid Oversharing
We all want to connect on a personal level with clients. After all, we are humans and not robots! But avoid the oversharing. Don’t go into details about losing a big client or not meeting expected estimates. On the other hand, do not flaunt your successes as well. You may get asked for a discount as the client doesn’t want to feel like he’s paying for your vacation in Maui!
Please never discuss every detail of your personal life. Once that door is open, it is hard to close. Instead, focus on business small talk. Discuss projects and what you can do for them. Friendly chatter is nice but try not get too deep. Keep the focus on business. Getting too close may affect how you handle your project. Don’t get into that mindset. Remember, you are running a business and your professional reputation is at stake.
Dictate the Tone
They say the first impression is everything. You want to start off as professionally as possible. Have the terms and conditions of your project laid out in a contract. Make sure to outline terms of payment, communication protocols, and other relevant information. Establish these details up front so there are no questions later. This will show the client that you are serious about your business. If you come off as unprofessional, then the client will treat you as more a friend than a business associate.
We all want to be professional in our business relationships. That doesn’t mean coming off as a cold-hearted automaton either. Keep it simple with clients. Make sure you establish ground rules from the onset. These will help keep the client/service provider relationship on the up and up. But if you should come across the clinger then don’t be afraid to step aside. No client is worth you feeling uncomfortable while working on a project. Sometimes you do have to step aside.
Have you ever experienced working with a clingy client? How did you remedy the situation?
