We've all dealt with client melt downs, frustrations, and occasional
unreasonable demands, that's not what I'm talking about.
I'm talking about abusive behavior that steals your sleep, stresses you out, and robs you of your peace of mind.
...the kind of ugliness that comes out of nowhere, blindsides you and leaves you dreading their next communication.
It sucks.
And thankfully, I've only had it happen once professionally (and once personally but I'm not here to talk about that one.)
I'd worked with this client for several months and everything went well. I'd completed the design renovation of his offices here in Atlanta in The Pinnacle building (what I refer to as the wave building because it looks like you could surf off the top of it!)
When he brought me in to work on his home, the dynamic shifted a bit.
It was complicated by a new wife (number four if you're counting) and she was pregnant with twins, and he had a son who had just graduated from college.
Unlike the work I'd done in his commercial office, he wasn't able to make rapid decisions at home and that started to put a real drag on
completion.
He changed his mind frequently and it became nearly impossible to move any part of the project forward. Lots of pieces were in limbo (makes me a nutcase, I love complete and finished, on deadline!)
When it came to drapery, I'd ordered all the fabric, but he kept stalling on getting it fabricated with the agreed upon designs.
He
demanded the yardage, but hadn't paid the balance and I pointed out that I'd have it delivered as soon as that was complete.
That led to two weeks of really nasty phone calls where he'd curse me out. It got so bad, I simply stopped answering his calls and stuck to email communication.
He was slightly less rude there because he knew it created a record, but was far from professional or
polite.
Ultimately he paid me because I'd stopped communication and my letter of agreement clearly stated that materials had to be paid in full before delivery.
I also fired him and walked away from the rest of the project.
Reclaiming my peace of mind was priceless, I hadn't been sleeping, was having nightmares around this, and would jump every
time my phone rang.
Going forward, I added a clause to my letter of agreement around professional conduct, and not just for me and my team (that was presumed) but for clients.
While I rarely include that clause because I prefer to "read" my clients well before ever working with them, I have it just in case I think it might be needed.
Having a
MASTER letter of agreement that prepares you for any contingency, just feels good.
You can CUSTOMIZE per client, of course, but you've got the master to work from and that means you know how to protect your practice, your profit, and your peace of mind.
You should never have to be afraid to answer your business phone.
You should never be subjected to cursing or bad behavior from a
client.
Let me show you how to make sure it doesn't happen and if it does happen to make sure you've got recourse...
Can't wait to see you and Prosper by Design, together.
Mega Hugs,
Melissa
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