Did you ever wish you had a bottle of white-out for a client relationship full of error corrections?
When you are a freelancer and work for hire, it's important to error correct early if you make a mistake. The ability to do so encourages long term client relationship success. Error neglect - as opposed to error correct - leads to a lot of extra work and frustration for all parties concerned. In the past year, since I made a lot of changes to my business model, those frustrating days have been few and far between. Nonetheless, at 5 a.m. this Monday morning, I found myself hovering over a hot cup of coffee and taking action on lessons learned the past couple of weeks.
Like many marketing PR professionals, one of the things I offer my clients is a range of start-up services. Despite the extra trepedation that comes with learning curves, I really enjoy helping entrepreneurs set up a foundation for their businesses on the web - especially if their goals and our working styles are a good fit. But you've got to love it when those new lessons about doing business really hit us over the head like a plank board out of nowhere in a Saturday morning cartoon.
If I were honest with myself, the warning signs were there. Too many phone consultations to define and redefine the scope of the project. Ignoring time deadlines. Adding on additional tasks not part of the original agreement. Accessing the project before it was released to make "improvements." A lack of clarity about what needs to be accomplished, and why. Trying to save money by squashing two distinct functions into one job. Sending me lots of extra "doo dads" to be added at the last minute.
I chalked it all up to a beginner's lack of understanding about what the job entailed. But as the weeks dragged on, and the work stayed on my desk because it was never "finished," I realized the fault lay not with my client, but with me. Though I'd discussed the scope of the work, I let one smal thing slide, then the next. After all, in our conversation, I'd said the content, design, editing, and SEO was "all included." I confirmed the agreement to do the work in writing, and got paid in advance. And though I had the scope of work outlined on my website, and referred to it in the agreement, I didn't get down to the nitty gritty with my client and specify exactly where the lines were. By the time I felt "complete" with the job, I'd done more than twice the amount of work I'd normally perform for the investment: multiple interviews, multiple editing requests, and double the layout and copywriting.
When all was said and done, I resented the inroads on my time, a valuable non-renewable resource, more than the money. The mother of a 5-year-old, I used personal and weekend time to absorb the overages because somehow I convinced myself I "had to" do the extra work because I didn't say up specifically front that I wouldn't. Yes, I did tell the client after the fact how much additional work went into her site, but I didn't tell her at what cost. The boundaries lesson is mine.
So this morning I hammered out a contract. Not a standard work for hire contract, but a services contract so specific it's not even funny. And I feel better knowing this fairly expensive lesson is one I won't repeat anytime soon. I'm not a trapeze artist, and I'm no longer willing to fly without a net in the prevailing market conditions - even if I have to take ME out of MY comfort zone in order to figure out where the lines are.
In the interest of sharing, here's the top 10 list of what I've learned ought to be included anytime you work with a client in any business.
1. The names of the persons and businesses who are entering into the agreement.
2. The investment agreement.
3. The terms of payment
4. Projected Start and Completion Dates.
5. Specific parameters outlining what you will and won't do in context of the job.
6. Specific parameters outlining what your client will and won't do in context of the job.
7. The financial arrangements. Exactly how and when payment will be made. I require a 50% deposit minimum, with the balance due on the release date. Clients may also pay in full in advance for a premium on their investment.
8. Signatures and Dates under the financial arrangements to make the agreement binding. The client can scan or fax an original signature, you can accept the hard copy by snail mail, or you can include language stating that their response to your emailed contract is a binding agreement and that they've authorized both the work and the charges to the their account.
9. Intials and dates on the supporting pages and/or on key paragraphs.
10. Add a Ryder for additional expectations agreed upon in advance within the scope of the original agreement, or to advise of upgrades to services for which you will charge money.
A final word of advice? Don't worry about offending anyone with clear expectations in advance. You won't. And if you do, there was likely no pleasing them anyway. Consider the loss of a client with that particular modus operandii REALLY to be a gain. After all, money's not worth your peace of mind - or that of your 5-year-old. I'll use the time gained to "play trains" and chant, "I think I can...I think I can...Whoo Whoo!" There's nothing like a child's heart-centered view to lend perspective.
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| Do you need to client error correct? |
When you are a freelancer and work for hire, it's important to error correct early if you make a mistake. The ability to do so encourages long term client relationship success. Error neglect - as opposed to error correct - leads to a lot of extra work and frustration for all parties concerned. In the past year, since I made a lot of changes to my business model, those frustrating days have been few and far between. Nonetheless, at 5 a.m. this Monday morning, I found myself hovering over a hot cup of coffee and taking action on lessons learned the past couple of weeks.
Like many marketing PR professionals, one of the things I offer my clients is a range of start-up services. Despite the extra trepedation that comes with learning curves, I really enjoy helping entrepreneurs set up a foundation for their businesses on the web - especially if their goals and our working styles are a good fit. But you've got to love it when those new lessons about doing business really hit us over the head like a plank board out of nowhere in a Saturday morning cartoon.
If I were honest with myself, the warning signs were there. Too many phone consultations to define and redefine the scope of the project. Ignoring time deadlines. Adding on additional tasks not part of the original agreement. Accessing the project before it was released to make "improvements." A lack of clarity about what needs to be accomplished, and why. Trying to save money by squashing two distinct functions into one job. Sending me lots of extra "doo dads" to be added at the last minute.
I chalked it all up to a beginner's lack of understanding about what the job entailed. But as the weeks dragged on, and the work stayed on my desk because it was never "finished," I realized the fault lay not with my client, but with me. Though I'd discussed the scope of the work, I let one smal thing slide, then the next. After all, in our conversation, I'd said the content, design, editing, and SEO was "all included." I confirmed the agreement to do the work in writing, and got paid in advance. And though I had the scope of work outlined on my website, and referred to it in the agreement, I didn't get down to the nitty gritty with my client and specify exactly where the lines were. By the time I felt "complete" with the job, I'd done more than twice the amount of work I'd normally perform for the investment: multiple interviews, multiple editing requests, and double the layout and copywriting.
When all was said and done, I resented the inroads on my time, a valuable non-renewable resource, more than the money. The mother of a 5-year-old, I used personal and weekend time to absorb the overages because somehow I convinced myself I "had to" do the extra work because I didn't say up specifically front that I wouldn't. Yes, I did tell the client after the fact how much additional work went into her site, but I didn't tell her at what cost. The boundaries lesson is mine.
So this morning I hammered out a contract. Not a standard work for hire contract, but a services contract so specific it's not even funny. And I feel better knowing this fairly expensive lesson is one I won't repeat anytime soon. I'm not a trapeze artist, and I'm no longer willing to fly without a net in the prevailing market conditions - even if I have to take ME out of MY comfort zone in order to figure out where the lines are.
In the interest of sharing, here's the top 10 list of what I've learned ought to be included anytime you work with a client in any business.
1. The names of the persons and businesses who are entering into the agreement.
2. The investment agreement.
3. The terms of payment
4. Projected Start and Completion Dates.
5. Specific parameters outlining what you will and won't do in context of the job.
6. Specific parameters outlining what your client will and won't do in context of the job.
7. The financial arrangements. Exactly how and when payment will be made. I require a 50% deposit minimum, with the balance due on the release date. Clients may also pay in full in advance for a premium on their investment.
8. Signatures and Dates under the financial arrangements to make the agreement binding. The client can scan or fax an original signature, you can accept the hard copy by snail mail, or you can include language stating that their response to your emailed contract is a binding agreement and that they've authorized both the work and the charges to the their account.
9. Intials and dates on the supporting pages and/or on key paragraphs.
10. Add a Ryder for additional expectations agreed upon in advance within the scope of the original agreement, or to advise of upgrades to services for which you will charge money.
A final word of advice? Don't worry about offending anyone with clear expectations in advance. You won't. And if you do, there was likely no pleasing them anyway. Consider the loss of a client with that particular modus operandii REALLY to be a gain. After all, money's not worth your peace of mind - or that of your 5-year-old. I'll use the time gained to "play trains" and chant, "I think I can...I think I can...Whoo Whoo!" There's nothing like a child's heart-centered view to lend perspective.
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