Managing high maintenance clients - how do you do it?

12 replies
I have a few clients that are pretty high maintenance. They call themselves entrepreneurs, however the couple of entrepreneurs I work with have a few common characteristics. They are usually time poor or seem disorganised, they have massive ideas and not enough resources, they need everything yesterday.

I like the work as it is usually pretty unique and innovative however I do find these high maintenance clients are pretty demanding and I feel like I am having to be really assertive and stand my ground more than with my other clients who are fairly simple to work with.

At first, my reaction was that they weren't a good 'fit' however I do like the work and concepts and the fact they are completely unique so I am continuing to work with a handful of clients with these characteristics.

I have started to do the following for this sub-group of clients:

- clearly outline every element of the project - in finer detail than usual
- get quotes and outline in detail each and every request they have sent me via text or phone call so we have a paper trail
- cc their team so everyone is in the loop
- set guidelines for when I am available (i am not willing to do their work 24/7)
- get them to outline a list of tasks in order of importance

Is there anything else I should be doing to ensure projects are managed and everything runs smoothly. The level of urgency for almost every task seems to increase with these clients and while I can accommodate this, I do have to ensure that I am not 'working' for them but providing a service that I am in control of.

Any tips?
#clients #high #maintenance #managing
  • Profile picture of the author David Beroff
    Charge more?

    But yeah, what you've outlined actually makes perfect sense, even if they're not as demanding.

    You have another post asking about outsourcing; what is it that you are doing for your clients?
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    • Profile picture of the author AussieCoz
      Originally Posted by David Beroff View Post

      Charge more?

      But yeah, what you've outlined actually makes perfect sense, even if they're not as demanding.

      You have another post asking about outsourcing; what is it that you are doing for your clients?
      Yep, charging more is a great idea

      I am formalising many of my systems as I grow due to the fact that I need to cover all bases (and all personalities of clients) plus I have a few new clients on my books that are a little larger and are using my service as they reduce their inhouse marketing support, so it's important to have everything very detailed (much more than I have in the past).

      I am running a marketing service for SME's - some of the services we offer are outsourced and we are a one stop shop really and collaborate with a designers, web developers, SEO etc.
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  • Profile picture of the author agmccall
    State what you do, then do what you do.

    If a client wants more then respond with a quote

    al
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  • Profile picture of the author Regional Warrior
    Find some replacements and fire them , I have no more hassles after i was told this!

    Jason
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  • Profile picture of the author zdebx
    Clients come and go, that's life.

    If you provide a genuine service, do professional work and charge reasonable fees, then others will find you. No need to stress about a few guys, if they are giving you too much hassle, when you are doing more than enough work for them.
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    • Profile picture of the author AussieCoz
      Originally Posted by zdebx View Post

      Clients come and go, that's life.

      If you provide a genuine service, do professional work and charge reasonable fees, then others will find you. No need to stress about a few guys, if they are giving you too much hassle, when you are doing more than enough work for them.
      Agreed. These high maintenance clients bring in quite a lot of work which means I don't have to go out and get it and they have a lot of work to get done.. so there is some incentive to keep them.

      I know what you're saying though, I have had to part ways with some people as they were just too challenging to work for and expected the world.
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  • Profile picture of the author CenTex Hosting
    If you are building a site or marketing for a start up you need to charge them more. As most have no clue when it comes to sites or marketing. Then to top it off they usually want everything now.

    When I was building sites I had it written in my TOS that when they submit a request for an edit or something that we would have it done within x number of hours. AS we worked on several projects at a time. But if they want us to only work on their project and do things right then then this is what the cost would be.

    With start ups they tend to freak out as everything is the end of the world. As they did not plan nor did they budget anything.


    Take the number you would charge then double it for start ups.
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    • Profile picture of the author AussieCoz
      Originally Posted by CenTex Hosting View Post


      With start ups they tend to freak out as everything is the end of the world. As they did not plan nor did they budget anything.


      Take the number you would charge then double it for start ups.
      I have lost count the number of times one client has said to me that this 'needs to be done yesterday' or 'this is a matter of urgency'. I had to put my foot down in one instance and outline that I am offering a service and need plenty of notice for each request otherwise they can source additional support for their urgent work.

      You're right, I think that because startups can be a little adhoc in their planning, the fall out is that service providers don't always get the heads up they need to get things done within set time frames.

      I think with one client in particular I have been able to set some boundaries whereas before it was just chaos.
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      • Profile picture of the author David Beroff
        Originally Posted by AussieCoz View Post

        I have lost count the number of times one client has said to me that this 'needs to be done yesterday' or 'this is a matter of urgency'. I had to put my foot down in one instance and outline that I am offering a service and need plenty of notice for each request otherwise they can source additional support for their urgent work.

        You're right, I think that because startups can be a little adhoc in their planning, the fall out is that service providers don't always get the heads up they need to get things done within set time frames.

        I think with one client in particular I have been able to set some boundaries whereas before it was just chaos.
        I told one client that his "emergency" rate was 50% higher than his standard rate. It actually worked; most of the urgent requests disappeared, and the few remaining ones met both of our respective needs.
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        • Profile picture of the author AussieCoz
          Originally Posted by David Beroff View Post

          I told one client that his "emergency" rate was 50% higher than his standard rate. It actually worked; most of the urgent requests disappeared, and the few remaining ones met both of our respective needs.
          The emergencies just are far too frequent - after a while now I become desensitised to it so I don't rush like an idiot to get things done for him, I just add it to the list of tasks I have and get to it when I can.

          I think the understanding that we are providing a service and not working for him is a shift as well, I have had to explain to one client that I am a consultant, work for myself and run my own race, each and every client is just as important as he is and I will attend to all work in the order it has been requested.

          I'm just used to pretty cruisey people.. it's just a shift and it's come at a good time as I needed to align my processes and I have been forced to do so.
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  • Profile picture of the author Joshnano
    Pretty much everything these guys are saying. You can't get hung up on difficult clients and stand still. You have to give them an ultimatum and either charge more, or give them what they originally asked for.
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    • Profile picture of the author AussieCoz
      Originally Posted by Joshnano View Post

      Pretty much everything these guys are saying. You can't get hung up on difficult clients and stand still. You have to give them an ultimatum and either charge more, or give them what they originally asked for.
      I have had to be a lot more stern hence the outlining of absolutely everything. I think leading up to one incident in particular I was a bit too free range and now I am putting my foot down, charging and quoting the 'right' amount and being very clear about expectations.
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