How to Deal With Flaky Freelance Clients

FreelanceSwitch, a popular blog for freelancers, published some tips for dealing with flaky clients.

They describe three major types of flaky clients:

1. Wet flakes are clients that always seem ready to start, but don't actually commit.

The best thing to do in this case is throw the ball in their court. For example, you can tell them it’s okay they missed the meeting and when they’re ready to sign the contract, set deadlines and get moving, you’re more than willing to help. In my case, if I’ve given them a free consultation, I tell them that I can hold more meetings with them but they’re going to be billed.

2. Tiny flakes are potential clients that "move in micromovements".

They want an endless series of meetings or "just a little more time" to think about it. Unlike wet flakes who seem like they're ready to start the project (but don't), tiny flakes are hesitant about the project. They will ask for more samples, more meetings to talk about the costs and benefits, and maybe even propose breaking up the project into small chunks to reduce their commitment.

Like dealing with wet flakes, FreelanceSwitch recommends putting the ball in their court:

Best bet again is to toss the ball in their court and set your boundaries. Attend the meetings if you want the gig—but make sure it’s part of what you’re getting paid for instead of giving away a bunch of freebies. And make sure they’ve signed something and you’ve tossed some deadlines at them to keep things moving. It’s fine to give people time to think about things. While you shouldn’t rush clients, you do want to make sure you’re on the same timeline as them.

3. Icy flakes are the clients who are mean even when they're the ones flaking!

FreelanceSwitch advices you to stand up to these folks.

The best thing to do is recognize them and stand your ground. While we all want to be accommodating to our clients, we need to institute the controls to ensure that our time is respected, too.

You're offering a valuable service that does not include being emotionally abused. Just like when dealing with the schoolyard bully, if you take a stand just once, there's a good chance they'll change their attitude (at least, towards you). But if you never take a stand, the bully won't stop picking on you on their own.

Don't fear the losing the client

Freelancers may feel like they need to bend over backwards to win a client. Yes, you do have to be accommodating, but make sure that accommodation is worth it. Sometimes, walking away (not being accommodating) is the more effective way to win a flaky client's business.

There's a really great comment to the article from Kate that speaks to this point:

I never ever ever reschedule no-shows, unless they have called me to apologize profusely, because here is what I have found: if they blow off one meeting, and you give them another one, they will blow it off too, and a 3rd and a 4th. I don’t refuse to work with the client, I just won’t schedule any more personal meetings, that’s all. I just say, sorry, you missed our meeting and my policy is to not reschedule, but you can email me your info and we can hook up by phone. I know the worry is that you’ll lose the client, but sometimes its best to just let them go. Yes, they’ll go to google and find someone else, let them. Are they your ideal client? I hardly ever lose the client when I do this, it’s amazing actually how much they want to be accommodating after that. Something about showing them I would actually walk away made the service more desirable, doing the “take away” as they say in sales.