Problem clients can be a huge time suck. And, an even bigger source of stress.
We’re lucky when we can spot potential problem folks BEFORE they become clients. This is ideal.
Though problem clients aren’t always evident. Some clients start out sweet and charming. But, once the project kicks off, the life-sucking behavior comes out, and we find ourselves in a client and project situation that we can’t get resolved fast enough.
How to Spot & Deflect Problem Clients
To start deflecting problematic clients, listen to your gut. That feeling in the pit of our stomachs is most often our best defense to spotting and deflecting problem clients.
To better “arm our guts,” there are a few questions you should ask at the beginning of any new client relationship:
Ask yourself: Has this potential client contacted or worked with other resume writers?
If you suspect this potential client has worked with another resume writer, ask for the colleague’s name. Then, contact that colleague directly. I’ve contacted many colleagues throughout the years in an attempt to avoid a problem client. Here’s a template email you can use:
Hey there, Louise! I was recently contacted by a former client of yours: John Smith. I suggested that he return to you for his latest resume project. He refused. Before I take him on as a client, can you tell me what it was like working with him? Are there any issues or concerns that I should know about?
Colleagues generally love sharing info on PITA clients.
Ask yourself: Does this potential client have unrealistic expectations on what I can deliver?
Sometimes clients think we can “part waters” and make glaring career blemishes disappear. This is not always possible.
Ask yourself: Has this potential client attempted to negotiate my fee?
I have been in business since 1999. In that time, I have negotiated my fees maybe 3 times. All of those clients became problem clients. That’s 100%! A colleague years ago explained to me that when I negotiated my fee, I transferred power from the relationship from me to the client. In doing so, I changed the dynamic of the relationship. I strongly urge you to NEVER negotiate your fee.
Ask yourself: Is this potential client cooperative and providing me with adequate answers and participating in my process?
Potential clients all too often want to circumvent our processes. We have our systems and processes in place for a reason and when a client doesn’t want to answer our questions properly or adhere to our requests, this can be a HUGE red flag for identifying a potential problem client.
Ask yourself: Have I reviewed this potential client’s resume and have a solid understanding of what the project entails?
Client preferences can be moving targets. This is to be expected. Be sure to know EXACTLY what you’re getting into before taking on this person as a client.
How to Professionally Decline a Project — and Avoid Hurt Feelings!
What? You don’t have to work with everyone.
I was probably in my 5th or 6th year of business before I started exercising my right to refuse business.
It seems silly to me now looking back. I guess we’re so focused on getting business that we don’t always realize that every client isn’t for us and that we’re better at times to refuse it when necessary.
To help you, here are 3 example emails you could use to professionally decline that next resume project:
Example #1 — Project Too Complex
Jim — after our discussions, I’ve come to realize the complexity of your resume project. Honestly, I’m not going to be able to deliver the quality resume that you need. I wish I could but I think you’d be in better hands with a colleague who is better equipped to handle your needs and finish your resume within the timeline you need. Would you like me to recommend a colleague?
Example #2 — You & Client Don’t Mesh
After speaking with you, Sally, I’m concerned that we’re not the best fit for working together. You likely feel the same. Would you like me to refer someone?
Example #3 — Concern Over Price
Good morning, Stephanie. Looking over your budget, and comparing that against your resume, I won’t be able to deliver a quality resume within that price point. Your resume will easily take 5+ hours to complete. I could rush and put out a low-quality resume, but neither of us want that. I’m so sorry.
[Note: If you think this person has wiggle room in their budget, you could add: “If something changes with your budget, let me know. I would love to work with you.”
How to Handle a Client Who is Dissatisfied With The Resume Draft
I have worked with strange clients over the years. For example, I worked with a client who seemed horrified with the resume draft I provided. His response went something like this: “It will take me hours to rework the resume content. That’s what I hired you for. I don’t have the time to write the resume on my own.”
This sounds awful, right? This sounds like someone who’s about to ask for a refund, right?
Nope!
I used my canned response (below) and got on the phone with the client. Turns out, the client had minor changes to make to the resume draft.
That’s it!
Altogether, I spent less than 30 minutes talking with the client and making changes to the resume draft.
The client’s initial response to the resume draft sounded so dire.
Truth be told, this client may have intentionally blown the situation out of proportion and expected me to cower and offer a full or partial refund.
Instead, I responded with this:
Example Response When Client Dislikes Resume Draft
Oh no! I’m so sorry you don’t like the first resume draft. I will remedy that immediately. Do you have time in the next hour or so for a brief call? I think if we chat about the resume draft I can ensure the next resume draft is more on point to what you want to see. Let me know.
When I get on the phone with problematic clients, I intentionally go line by line through the resume and ask questions like…
… Is there something you want to be added or changed to that sentence?
… Is there anything specific you don’t like about that section?
Pro Tip: Respond to problem clients head on. There’s nothing worse than delaying your response to a dissatisfied client and stressing over any potential negative outcome. Show your client that you are not afraid by responding quickly to their concerns and taking control of the situation.
When To Issue a Refund
The time for issuing a client refund is different for each of us. My tolerance for handling a problem client might be different than your tolerance for handling a similar problem client.
There are some considerations to determine whether to issue a refund:
First, can you afford to lose the revenue? If so, and you know the client will continue to be more trouble than he/she is worth, then issue a refund and call it a day. Good riddance IMHO.
Second, does the client have legitimate concerns? We have all been over our heads on a client project. Me included! If the quality of the resume is reflecting our shortcomings, then the client may have every right to ask for and expect a refund.
Third, assess whether the client project and relationship is salvageable.
As you read in the above example, I was able to save the project and client relationship. This doesn’t always happen as smoothly, but certainly worth a stab.
Talk on the phone with your client. None of us like talking with disgruntled clients.
Yet, I have also learned over the years that email and text messaging can sometimes be misinterpreted, making a friendly phone conversation a great way for smoothing out communication issues.
