Client Tactics: How to Spot a Deadbeat Client
Jeff Boshers
Imagine if freelancers have x-ray vision or suppose Apple approves a gadget that makes x-ray vision possible, (iVision). If this is possible then freelancers will not have any problem in discerning a potentially great client from a deadbeat one. Sadly freelancers don’t have x-ray vision but, learning how to identify a deadbeat client the old-fashioned way is an invaluable tool. So first things, first.
What is a deadbeat client?
A deadbeat client is any client who gives the freelancer extra problems during the span of the project, outside the normal specifications of the project.
In this article we will see different types of deadbeat clients and how to spot them.
1. The Walking Billboard or Profit Share
On the Surface:
Calm, cool, and collected. The Walking Billboard sometimes known as “The Profit Share”, will seem very charismatic. Opportunity is this client’s middle name. After meeting with this client for the first time, one feels refreshed. One may even feel vaguely inspired. Everyone knows this client and the Walking Billboard knows this. This client may even have the reputation of a mover-and-shaker or hustler.
Common Phrases:
- “By letting you help with our site, you should see some big money.”
- “I really think this site is a million dollar idea.”
- “I know and /or partied with (insert random celebrity)”
What’s the Pay?
Name dropping, and a byline. The Walking Billboard will assure you that the referrals will happen. The Profit Share will guarantee you a part of the business. Which of course is a million-dollar-can’t-lose idea, remember?
The Ugly Truth:
This client doesn’t value your time. They believe that their brains hold the keys to the next Facebook, Myspace, or Youtube. They think that by “letting you” design their site they are doing you a favor. Why do you need to get paid? They are going to tell all of their friends about you and allow you to put your link at the bottom of their footer. With all of their networking connections and web traffic, that’s better than money in the bank!
The Strategy.
With this client, try not to get caught up in any double talk or lip service they throw your way. By sticking to your pricing guide, and knowing when to say no; will sort out the deadbeats from the premium clients. Stay professional and don’t make exceptions.
2. The Too Busy to Breathe
On the Surface:
Frantic and high paced, The Too Busy to Breathe is a go-getter. This client is over worked and looking for someone to complete a project for them within a fairly quick time frame. This client may even be another designer looking to outsource a project that they don’t want to pass up the paycheck on.
Common Phrases:
- “I’d finish this but my other client has a rush and it’s a higher priority.”
- “Do you think this project can be completed next week?”
What’s the Pay?
They will pay you but, only after dragging you through design hell and back.
The Ugly Truth:
This client doesn’t value your time. They are up to their eyeballs in work and haven’t had a day off since before Apple released the iPhone. Most of the time with this client, they are disorganized. This means that emails may get overlooked and work may have to be reworked. This client may even be another designer, which will only add to the headache. Not only will you have to work twice as hard to complete this within their time frame, you may have to give up your personal work flow and design style.
The Strategy:
Avoid this client if at all possible. If you are already in this situation; power through it, remain positive, and focused. Until this project is completed try to devote as much time as possible to finishing this project.
3. The Picky Pickerson.
On the Surface:
Attention to detail is at the top of The Picky Pickerson’s GTD list. This client may not have a specific time frame in mind with the project you are doing for them but they sure have a vision. The Picky Pickerson will come off as being creative, inspiring, and very attentive to the project. Like the deadbeat client before, this client may be a designer too.
Common Phrases:
- “Could you do this again but in green?”
- “Did you get my email?”
- “I really would like for this project to turn out like I have it envisioned.”
What’s the Pay?
Like the client before, they will pay you.They may haggle about the price and count the money several times before paying you.
The Ugly Truth:
Two words with this client: daily emails. This client believes that their project is of the utmost priority. They believe that their two page website for their champion pedigree chihuahua “Turbo”, should take precedent over that new e-commerce site that’s paying you twice what they are.
They will want you to work extra hours without any extra compensation.This client’s best friend is scope creep. Do not give this client your home phone number!
The Strategy:
Contract. Contract. Contract. Make sure this client signs and understands your contract. Clearly detail out your working hours, turnaround time for emails, and any other details of your standard process. Since this client will pick apart every part of the design you complete for them, advise the client on how many revisions they get to make.
Make sure they feel important because besides an awesome website, your attention is all they are really after.
4. The Thrift or Late Payer
On the Surface:
The perfect client. This client is everything that the other are not. This client gives you feedback, you educate them about different aspects of design. Only one part of the process they question, money. This client just wants to make sure that you are not taking them for their money. It’s better to be weary right?
Common Phrases:
- “Why does a content management system cost so much?”
- “I am on a really tight budget.”
- “The check is in the mail.”
What’s the Pay?
You’ll get paid. Expect to haggle through the entire project about price, better yet expect payment about three to four months after you send a final notice.
The Ugly Truth:
This client hears prices but doesn’t see the value in those prices. The designer they were working with before only charged 1/3 of your going rate; never mind the fact they were related to the client’s girlfriend.
This client will fight tooth and nail over the price the entire length of the project. Expect to spend twice the time chasing this client for payment than what you spent actually working on the project.
The Strategy:
Make sure this client signs and understands your contract. Clearly define your payment schedule, and require a deposit. The client needs to understand the value of your services. Take the time to educate them on the time and intricacies of what design takes. Take care to not go into too much detail because that will only confuse the client. They value their barber, and their mechanic, they should value you too.
Final Thoughts
This article is by no means exhaustive, any of these clients can be combined for extra headache. Each one of these situations, can be detected and avoided or turned into a more favorable experience. Each client is different, what looks like a deadbeat client may just be a confused client who needs some guidance.
Our role as a designer is more like that of a problem-solver. By keeping cool and sticking to your contracts and principles; you’ll be able to educate the confused clients and weed out the deadbeats like a pro. So maybe one day x-ray vision will be available but until then, trust your gut and listen to the experiences of others regarding deadbeat clients.
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TakLeaRn
Posted 143 days ago 56Thanks for the breakdown of client types.
Very good Jeff Boshers.
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Posted 260 days ago 55I used to work at a graphic design company, and I would see multiple personalities appearing in one single client. In general, we require clients pay to pay the deposit before we start work but for some clients we’d cut some slack (bad I know!).
Brett Widmann
Posted 464 days ago 52Interesting article. If has a lot of useful information. Thanks for sharing!
stevengrindlay
Posted 647 days ago 51Great Article…have met them all and a few more…my favourite is the “The process of elimination dude” I’m not sure what I want but I’ll know it when I see it. Revision, revision, revision.
Ok Here are my rules.
1. Get a creative brief if the client can’t write one you do! and then make sure he agrees with it in detail prior to any design work starting (reduces revisions). Do all of thinking about the project before you do any design, this means you’ll be able to write a comprehensive scope.
2.Have a rate sheet. That breaks down all of your costs.. including extra revisions. Be very specific. layout, design, illustrations, page rates cover rates logos, hourly rates, copy writing, photography, consumable costs etc…everything!
3. Deliver a scope of work. EXACTLY what are you going to design, what if anything is the client expected to supply ( content, artwork, photos etc) and how many revisions are included in the quotation. Work out your best time estimate and double it. At the end of the day he’s buying your time..your expertise is expected or you won’t get the work in the first place.
4. Get a deposit before starting ANY design work…not negotiable ( must be enough to cover your costs so you’re working for your profit)
5. Have the client sign off on each incremental step of the project. Layout, style, colours, copy, images etc. Make sure the person signing off on the work has the final say on the job! Or you’ll be re-doing the work when the CEO decides he doesn’t like it.
6. Limit options to what you think are the best 3. Remember the basic rule is that if the design is on brief you get paid… if it’s off brief you go back to the drawing board! (See Rule no. 1) Never show the client your preliminary work! You’ll spend hours trying to make something that’s wrong fit the brief.
7. Complete all of the work as laid out in the original scope before doing any extra work or additions unless it is essential to meeting the terms of the original brief in which case you supply another quotation for extra work and an extension of time… get it approved in writing.
8. Value your time and skills if you don’t your client won’t either. There is no point in working 12 hours a day to go broke…you might as well go sit on the beach and go broke.
If you follow these rules most deadbeats will drop you by rule number 2 and go elsewhere.
If all else fails… if you suspect the client is going to be a real pain… double your quote. At least if he agrees then you’ll earn extra profits for the headache.
Cheers hope this helps.
SG.
David Mayer
Posted 650 days ago 50Great article. I think I’ve run into each type during my career. I just recently had someone call out of the blue, quickly describe a confusing marketing/e-commerce project while stating they have estimates from all over the world and they need the project as soon as possible. Needless to say, I avoided this prospect. Aside from the time or two that I didn’t get paid, I’d say the worst experience I had was while I was subcontracting and had to deal with a “Picky Pickerson” type. I ended up doing something like 30 revisions only to have that contact leave the company and to learn that her boss never saw a thing. I was being paid hourly so I didn’t lose anything but my time and my patience.
Very good work! I always like to leave comments whenever I see something unusual or impressive. I think we must appreciate those who do something especial. Keep it up. I want to add this stuff as a book in my free books. This is funny, but also kinda dismal in its reality. I feel like few clients really understand the worth of a good designer’s efforts and time – they think websites get built in two days, that you should work for minimum wage and that they can pay you whenever it is convenient. I had one client who I now refuse to work for, let’s call him “The Curt Jerk”, who would give me one sentence e-mails to explain his ideas and purpose, and then get annoyed and snappy when I repeatedly had to ask for clarification.
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Posted 268 days ago 54I just recently had someone call out of the blue, quickly describe a confusing marketing/e-commerce project while stating they have estimates from all over the world and they need the project as soon as possible. Needless to say, I avoided this prospect. Aside from the time or two that I didn’t get paid, I’d say the worst experience I had was while I was subcontracting and had to deal with a “Picky Pickerson” type. I ended up doing something like 30 revisions only to have that contact leave the company and to
Tim
Posted 650 days ago 49Hi Jeff, loving the articles. I just have one tiny criticism. I wouldn’t bring it up except that you yourself mentioned the importance of spelling in the first article of this series.
I’ve noticed that you often use the word “weary” (meaning “tired”) when you mean to use “wary” (meaning “cautious”). I often make this kind of mistake myself, which is why I proofread everything I write. Unfortunately spell check can’t tell us if a word is used out of context.
Other than that, I love the series of articles and value the insights I’m gaining from them. Keep up the good work.
Tim
Richard Cummings
Posted 655 days ago 48These are such good points. Deadbeat clients can really bring down a business. Fortunately, I have not been burned yet and hopefully your suggestions will help me maintain this trend.
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Steven Reid
Posted 660 days ago 47There’s a type I like to refer to as “the nightclubber”. They go to a store and buy a fancy expensive shirt for the weekend then take it back for a refund on Monday covered in Mojito and kebab stains as it didn’t get them laid. Likewise a client just expects the design to do the selling for them and gets pissy when it doesn’t. Fairly easy to spot though – it’s the person sitting opposite the desk, bugger to avoid and still pay the bills though.
Diane Stafford
Posted 664 days ago 46Thanks for the breakdown of client types. I’ve certainly come across these and do now use agreements or contracts which saves me swimming in grey waters.
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Derek
Posted 671 days ago 45This is such a good article had a real jerk once ended up telling him to go else where. Did not take a deposit though :( All those hours on the design oh well it’s all experience I guess! :)
amiR
Posted 672 days ago 44Lovely article Jeff, i have had a client which he belongs in 2 category at the same time “The Thrift or Late Payer” and the “Picky Pickerson” and obviously as you said “dragging you through design hell and back”, all my creativity went totally bad that time. i am gonna spot better the Deadbeat Client after reading this article.
Liz
Posted 681 days ago 43Awesome read. You have the different personalities bang-on. I used to work at a graphic design company, and I would see multiple personalities appearing in one single client. In general, we require clients pay to pay the deposit before we start work but for some clients we’d cut some slack (bad I know!). But for certain clients, especially “The Walking Billboard” and “Too Busy to Breathe”, we had to follow up and insist that we get the cheque deposit ahead before we started anything.
With cheques it took a while to clear. I now use an online invoicing tool which has an online payment option. Not all are free. I recommend Billing Boss (http://www.billingboss.com) which is free and I can currently create unlimited invoices for unlimited customers. Plus, I can send clients an online payment form along with the emailed invoice. I find that clients usually pay faster when payment is more accessible.
Please note: This author has been compensated by Sage.
Phoenix Web
Posted 688 days ago 42These are good observations. You can work with each of these types if you’re careful. And we have actually been highly successful with a few of the “Profit Share” types, you just really need to read the person and do your homework. The majority are worthless.