Over the years, we’ve been fortunate enough to hook up with some awesome clients. We’ve had more than a few cases where we gained more from the experience than we did from the check. These are the clients that keep you motivated and sharp.
Then there’s the other kind. I like to think we’re pretty good at blocking, but every so often one of these will make it in too. And where the awesome clients keep you motivated, the anti kind suck it right out of you.
Bob Sutton thinks so too. In fact, he’s even written a 20-point assessment to help you spot the clients from hell. (You might remember Bob from his book The No Asshole Rule.)
I’ll let you take the test yourself, but here are a few of the true/false questions he asks:
- Life is one emergency after another with these people.
- My client is slow to pay.
- My stomach churns whenever I have to email, meet, or talk on the phone with this client.
- I would NEVER recommend this client to a friend.
- If I am ever crazy enough to work for this client again, I will charge A LOT more money to compensate for the stress and aggravation (i.e., I will charge “assholes taxes.”)
Truth told, I deal with plenty of good clients who get some of these wrong. But if I had to reduce Bob’s device down to a single question, it’d be this: would you recommend the client to a [good] friend? If the answer is “no,” you probably have another question to ask yourself. Like “why, then, would you keep them on yourself?”
Nothing is more draining than doing work you wish you weren’t. No amount of asshole tax can change that.
Disclosure: Bob’s a client. (the good kind)
7 Responses to “Clients from hell”
Been a lurker for awhile, dig the blog.
“Asshole taxes” made me spit my coffee out laughing.
So true about the “recommendation test” – nothing like the client who you tell yourself you are going to ask for double next time and hope they turn you down.
Too many good people out there to work with than to waste time with these types. Easier said than done during a the slow months. :)
Feels like a tangent coming on, but I can’t think of a time in recent history where increasing rates has scared anyone off. If anything, it just increases tension. Much better to just opt out early, slow month or not. Bad clients seem to have the longest tails. Cool clients are everywhere.
Thanks for the comment Judd. Is your company (trif3cta) new, or have you been at it for a while?
Hi Aaron,
Point taken about the troublemakers, best to pick your clients wisely than to take anything and everything on.
Regarding the company, started up a few months back but have been doing web design/sem/email marketing off and on for 5-6 years. Took the plunge after finishing up grad school (which closely relates to your other post about the shift in talent away from the monolithic agencies of years past).
Anyhow, keep up the good work. I enjoy your point of view.
Very cool. Best of luck.
Good posting and to the point.
How about THAT client you hear for several hours talking at the meeting table in ear shot and you just wonder why your boss is even TRYING to get this one as a client because you already cringe by every 2nd idea this potential new client has? It’s the one you just KNOW that any effort to help and create something good will be hacked and slaughtered to pieces?
As a freelancer: when you think that you NEED the money the threshold will be so much higher than when things are going smooth and you’ll probably bite the bullet, though I have also reached the point of not being willing to charge ‘asshole taxes’ (LOVE the term) because no matter how much it would not be worth the pain, but to rather send the client some other place.
As an employee: the best thing is to not get emotionally involved in this specific site, just do clean and professional what is asked for without the slightest attempt of suggesting improvements or anything else in that direction.
Hi Marlyse. Thanks for commenting.
I feel for you if you’ve sat through meetings like that with a potential client. One of those would be more than enough for me. To be honest, we won’t even set up an extended meeting until we’re sufficiently convinced we like the way they talk.
Bailing on a meeting with an existing client is more difficult. I agree with you - it’s best to limit the involvement. Better yet to avoid them altogether, “send [them] some other place.”
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