Manar Al Hinai: Set clear terms to avoid pushy clients

If you are an entrepreneur then at some point you have probably had to deal with a toxic client – that one who makes you wonder if being an entrepreneur is really worth it.

Yes, this client is paying you in exchange for your services, but their actions may not be worth it. Perhaps they would rather have things designed their way, they are late on payments or take forever to approve and get things done. I remember one particular client at my communications consultancy who consistently demanded that things be done the way they wanted. Even when our team advised that they should not opt for colour X for their branding, they disagreed.

At the beginning of your entrepreneurial journey, you may have to put up with these kinds of clients. After all, having something to work on is better than nothing at all, right? A graphic designer friend of mine is currently in this situation. She may not like dealing with some of her clients, but she is sticking with them until her business picks up and then she can be more choosy about the work she takes on.

Over time though, her new business could perform well and she may find she can no longer afford such toxic relationships.

If you want to develop your business and expand it, any unnecessary extra baggage can hold you back. Because dealing with difficult and demanding clients is not only mind-consuming, it also wears down your energy, affects your mood and productivity, and could prevent you from spending your time on new clients because you are too busy.

Here are a few signs you may have a toxic client on your books. If you find yourself in one or more of these situations, you may need to re-evaluate matters:

Clients who do not pay on time

If you find yourself dealing with a client who is always late on their payment, you may need to reconsider working with them. As a business owner, you have to pay contractors, freelancers or staff, and you often cannot afford such delays. It could affect your employees’ morale and hinders productivity. Always start a transaction with a deposit, and a signed agreement that payments should be made on an agreed date.

Clients who only want things done their way

An interior designer friend of mine faces this all the time. Clients come to her seeking her expert advice, but end up wanting to control every aspect of the project. She soon finds herself executing a project that does not reflect her work. Remember that your clients are paying you for your advice and expertise, and if they are not willing to accept it, then they are wasting your time and their money on a project that will not necessarily meet their expectation. I personally do not work on something I am not convinced about and if I find a client trying to take control, then I have an honest conversation with them. After all, my reputation is tied to the projects I deliver.

Clients who want to go above and beyond the agreement

You may agree to deliver a certain service for a new client, but then before you know it, you find yourself working on something entirely different – and more importantly, an extra service that you could have charged for. These types of clients can often be found in the service industry. They try to squeeze as much out of you as possible. It is important, therefore, to have a detailed agreement that lays out exactly what you are contracted to deliver, which days you work on, and when can you be reached by email. If you are already facing this dilemma, then recognise your client’s needs and offer them the extra services for an added fee or ask to expand the project scope. If they do not agree, then let them know that you are unable to do that work for the current fee, and seriously consider ending the relationship.

The decision to end any business relationship is not an easy one and should not be based on one incident, but on recurring issues. If your company can afford the little loss in profit, then you should not be afraid to cut the toxic clients loose. Instead, make room for more valuable clients who appreciate your advice and honour your terms.

Manar Al Hinai is an award-winning Emirati writer and communications consultant based in Abu Dhabi. Twitter: @manar_alhinai.

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