Managing Client Personalities
An overview on the three main types of client personalities
As a full time freelancer, handling client requests is a huge aspect of my job There’s tight deadlines to meet, limited budgets to deal with, and outrageous requests to fulfill…all of which I’ve gained valuable experience from.
However after years of riding an emotional rollers coaster, the most important lesson I’ve learned is that 100% accommodation does not always result in happy clients. Why? Because clients are humans, and humans can be complicated.
So, to keep my sanity in tact, I try to think about my clients on a psychological level, allowing for a more efficient, stress-reduced work flow, and thought it might help a few of you as well.
Understanding the Three Most Common Client Personalities:
The Stable Client —
The one who sends you frequent work, gives a reasonable deadline, and always makes an effort to pay on time. They’re often understanding and willing to develop friendships rather than keep you at a distance.
Pros: They keep your sanity in tact
Cons: Personal relationships can often result in free favors
Managing the relationship: While it’s important to put an equal amount of effort into every client project, the stable client provides a reliable source of income and should therefore be a priority. If the relationship starts leaning towards a friendship, stick your ground on the payment by being clear about your expectations. Chances are, your client won’t request free help unless you offer it first.
The So/So Client—
You hear from them every few months and while they don’t offer much financial value, the referrals they send make the relationship essential to maintain. These clients tend to be less invested in their projects and have a stress-free deadline.
Pros: They send referrals your way and tend to be more laid back than the average client
Cons: Limited budgets
Managing the relationship: This client will likely offer plenty of creative freedom, so be appreciative of the work they send. Check in with them every few months but don’t stress if they dump a huge project onto your plate. Remember —this is the understanding client who trusts you enough to send referrals, so honest communication is the way to go.
The Caffeine Induced Client —
You hear from them at least once a month and their requests tend to bring stress, chaos, and sometimes payment. They either call or email about some huge idea, tell you that they’ll be sending further details later, request that you put together a proposal, and then drop off the face of the earth.
Pros: When they do follow through, the payout can be pretty significant
Cons: They give you short deadlines and expect you to drop other projects to take on theirs, even when they don’t follow through
Managing the relationship: This client is the toughest of the three as they tend to think with their emotions rather than logic — making it nearly impossible to meet their expectations. If they send you an email with a new project idea, take it with a grain of salt but make an effort to respond as quickly as possible. After all, the goal here is to get the project locked down before the caffeine wears off so it’s all about the window of opportunity. However also keep your self respect in mind and don’t allow them to treat you like a door mat. Remind them of your current workload and offer SIMPLE suggestions that fit their needs. Short emails, short phone calls, and simple responses.
So which client should you direct your focus towards?
All three — it’s just about finding the right balance. Be appreciative of any work that you get and always exceed expectations. In the end, quality is what keeps the work coming in.
