Wrangling in Unruly Clients as Freelancers

I like to pride myself on being able to take an unsure, and at times belligerent new client and turning them into a Victor believer. When people reach out to me for assistance, I do my best through an initial phone call to make them feel comfortable working with me. I let them know that I will treat their project as if it were my own. Not only will I deliver the goods, but I will do it at a reasonable price and with a quick turnaround. I have a proven record, and I am happy that many clients continue to use me on future projects.

About one out of four new clients will come at me with a tinge of distrust, possibly because they’ve been shortchanged in other work relationships, or they were not satisfied with a finished product somewhere else. I get it. They will have a lot of questions. They will want to make sure you understand their project, and they want to get their money’s worth. So, I spell out everything I will provide in detail in my invoice before we start the process of working together. Phone call made, invoice paid. Now we begin.

This is where it can be challenging for freelancers. Because of the one-on-one relationship, boundaries can be blurred as to what is expected of you. In a corporate setting, where rules are rigid with gatekeepers and thick contracts, the creative people doing the actual work are often shielded. They don’t have to listen to the banter of a demanding customer. But for us freelancers, some clients think it’s okay to, for a better word, make your life miserable.

Here are three examples of unruly clients, and how best to handle them:

1. The would-be client that asks a lot of questions.

Even though I produced a two-minute video that concisely details the process of book publishing with me, I’ve had potential new clients that go on for weeks with back-and-forth emails asking every question imaginable. Three or four detailed message responses should be more than enough.

Solution:
At some point you have to cut these people off. If you’re spending more time replying to emails than you would doing the actual work, it is a loss for you. When you are sure you’ve given enough of yourself, for free, politely end your last email with, “I hope I’ve answered your questions and you now feel comfortable working with me. I must pursue other work at this time, so when you are ready I will be happy to consider your project.” If they want to continue exchanging communications, tell them that you can provide more information with a consulting fee, and get the money up front.

2. The client that thinks they’ve bought you.

You’ve spelled out the work in great detail, but now the client wants you to do more than outlined. They want you to talk on the phone often about things that can be readily handled in an email. They want you on what seems like a 24/7 schedule, like you’re a doctor on call. What they really want is a constant handholding and reassurance.

This can be so stressful because it can feel as though they are using the intimacy of the one-on-one relationship to take advantage of you. You desperately want to please them, but they are making you do more work than you are being paid for. Sometimes, a lot more. And even if they want to pay you, it may not fit well into your current schedule and other obligations.

Solution:
You have to set strict boundaries from the beginning. Most clients are decent and seem well prepared. But even some of those can turn into monsters over time. Like a bad roommate that came in with a smile, you never really know how they will turn out.

Define deadline dates so work doesn’t meander over time and feel like a quagmire. We start on this day and completion must be on this day. Other clients are waiting and you can’t let something drag on. Put those dates in your invoice and make it clear to the client in writing. Always have a paper trail.

3. The client that wants to do your job their way.

There’s a reason why they came to you. They needed help and you have the skills to give them what they want. You know what it takes, down to the technical intricacies of working with certain programs and meeting technical specifications. But for some reason, they think they know your job better than you do.

Solution:
Again, define the process. Spell out each step and what is expected of them. Tell them that you are being hired to do the job for them, and to trust your knowledge. If they want to do it a different way, find out before you agree to working with them. If it’s going to take more time, or actually not work at all, let them know. And that they will need to pay you for extra, unnecessary steps.

Flexibility is key in working relationships, but it shouldn’t come to the point where you feel like you are being held hostage. Many of my first-time clients were relieved that the process ended up being so simple. They trusted me from the start, or I wrangled them in enough to get the job done right. Those end up being some of my best clients.

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Poem: A College Christmas (1982)

Found this poem that I wrote and typed up (on a typewriter) about 40 years ago. I hope I've improved a bit since then. Text retyped below image. My best winter poem is The Comfort of Snow, which is included in Poetry Pizza: A Slice of Life Collection.

A College Christmas (by Victor Rook)

The child awaits with heart full of joy
For the tree, the cookies, a favorite new toy.
It is the season of snow and of fun in December,
With Santa and Frosty, a time to remember.

Sledding, igloos, wet mittens, a snowball fight,
All are part of a child’s winter delight.
And on Christmas Day with the gifts and shining ornaments,
The kids will rise early to wake up their parents.

For us with the books it’s a different story
Four finals before break, and the Oh, what glory!
Time for a rest, before it’s too late,
We’ve put in our time, now let’s vegetate.

We’ll go home to parents and questions they’ll ask
Good grades we will reveal, the others we’ll mask.
Brief visits with friends, and some rest so not so weary,
For back to it all we’ll be come January.

But don’t forget the child you once were in years past
Feel that same joy, and try to make it last.
Go ahead, watch Rudolph, and play Santa too,
Let the warmth of the holiday season see your whole year through.

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Authors and Overthinking Disease

As someone who writes books, and also works with other authors to proof and design their books, I’ve noticed within the last year or so an increase in cases of what I like to call Overthinking Disease. It’s when an author tells me their book is done and ready to format and sell, and I say three words that quickly upend what should be a simple process: “Is it finished?”

Then I might add “Have you proofed your work?” or “Are you happy with how your book reads?” These questions undoubtedly get answers like “Let me go through it one more time,” or “I’m almost done. I just have a few more things to figure out.” What happens far too often, though, is an author tries to draw me into their quagmire of indecisiveness. They end up rethinking their story. And rethinking it. And rethinking it again. They weren’t really done; they were just tired of it.

In the past I’d take them by their word. Okay then, if you say you’re done, send me the finished manuscript and I will format it. What has followed with a few unnamed authors is a barrage of changes and edits. One author sent me 446 corrections, I kid you not. And this was after the book was already formatted and ready to be printed. I charged him, of course, and it ended up costing him three times more than the initial quote—because it took me that much longer to work on it. And I currently have two other authors that contacted me “Ready to go!” who seem to have disappeared into the abyss somewhere because they just can’t let go of their books. I really do think it’s like a disease, because it robs them both mentally and physically.

But before I get into offending anyone, let’s take a look at what may really be going on here. Many authors don’t know when to say their story is over. Or when to stop. Or how to stop. All this indecisiveness can be avoided from the very start. And that is by knowing your story ahead of time.

When you write a book, you should know the beginning, the middle, and the end before you type the first paragraph. All the major characters—their names, traits, and personalities—should be mapped out. You do this by writing down, first, a one or two-sentence description of your book. For instance, for my upcoming book The Ghosts of Culpepper Antiques, my single-sentence description reads as follows: Ghosts that reside in a Virginia antique store become concerned when new items show up with no spirit attached.

My longer description reads: Ghosts that reside in a Virginia antique store become concerned when new items show up with no spirit attached. Together an eclectic clan of seven tries to solve the mystery while sharing their own stories about how they got there, and why they can’t escape.

I’ve written down the names and traits of all seven characters, a single-page description of the setting, and a list of possible “points of intrigue” that I want to include within the story. And I know the ending. But here’s the big thing: I’m happy with that story outline.

Now, when I progress from chapter to chapter, I have a clear roadmap to work with. I might take a few unexpected and exciting side roads here and there, but I know how to get back onto the interstate and reach my goal. The interstate is my prep work.

If you’ve written a book and can’t formulate an intriguing book description after the fact, then you didn’t prepare properly. You just dove right in with a vague storyline in your head. And, like the travel metaphor, you can quickly veer off course. The story ends up meandering, and that’s a lot of driving, and a waste of gas. So you get tired and become unsure of whether the story is good or not.

But here’s the good news. If you’ve prepared beforehand, and liked your well-thought-out idea from the get-go, everything else is overthinking. Because if you stuck to your initial concept, that’s the concept that works. Don’t overthink that because you’re tired and worn out. You did it. So put on the brakes, get out of the car, and walk around. Take in the scenery. You’ve reached your destination.

Now let’s get that book published for all to enjoy!

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Day Trip: Blue Ridge Tunnel and Swannanoa Mansion, Afton, Virginia

The day after my stay in Staunton, Virginia, I drove east about 19 miles through Waynesboro to Afton, Virginia, to take part in a photography event at the Swannanoa Mansion.

But before that, I checked out the east entrance of the Blue Ridge Tunnel just a few miles away.

The tunnel was built in the 1850s. From Wikipedia:

"At 4,237 feet (1,291 m) in length, the tunnel was the longest tunnel in the United States at the time of its completion. The Chesapeake and Ohio routed trains through the tunnel until it was abandoned and replaced by a new tunnel in 1944. Records show that about 800 Irishmen and 40 enslaved African American laborers worked on the tunnel and there were 189 recorded deaths during its construction including men, women, and children who died during a cholera epidemic in 1854."

I was struck by how this rock formation near the entrance looks like a face.

By 12:30 p.m., I was off to the mountains for a tour of Swannanoa with a few hours to take pictures both inside and outside this lavish palace. It was built in 1912 by millionaire and philanthropist James H. Dooley as a summer home for him and his wife, Sallie May. It was later passed on to James' sisters, and at one time was a country club that entertained President Calvin Coolidge on his hunting trips.

Along the front of the mansion. Marble was brought over from Italy and carried up by mule.

Later the mansion would serve as the University for Science and Philosophy, which offered a home-study course.

"In 1948 Dr. Walter Russell and his wife Lao were searching for a new home for their art and cosmic consciousness center. Walter (1871-1963) was a talented luminary known for his artistry, music, philosophy, sculpting, and writing." - Swannanoa: Deconstructing an American Palace

If you want to read about the crazy history of this home, go to this website. Here are more pictures of the exterior and interior.

Now removed, sculptures were once positioned within the nooks of this fountain.

A lookout tower behind the house.

A fresco painting above the stairs in the main entrance.

The staircase on the first floor of the main entrance.

Photographers in our group receiving an oral history of the magnificent stained glass window.

This Tiffany window with over 4,000 pieces cost $100,000 to install in 1912.

Notice the detail of this carved gold ceiling in a room just off the main entrance.

Deterioration of old buildings and fixtures has a certain kind of beauty to it.

Ornate lamps and detailed wood mantels can be viewed in several rooms.

How to get yourself in two mirrors in one shot.

Only a few pieces of furniture remain throughout the house.

James H. Dooley and his wife Sallie May Dooley. Sallie May died on the second floor in 1925.

When I win the lottery and make this my summer home.

Check out my day in Staunton, Virginia here.

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Weekend Trip: Staunton, Virginia

It had been years since I visited Staunton (pronounced Stan-ton) after a hiking trip with a local outdoor group. Even then, we only stopped at the Depot and an antique shop before heading back home. So this past weekend I made this quaint town one of several locations I visited before attending a photography event at the Swannanoa Mansion in Afton, Virginia. More on that in my next post.

East end of Beverley Street in Historic Old Town Staunton.

My trip to Staunton began early Friday morning. The second half of the 135-mile excursion was literally clouded by a dense fog. It seemed to hang around forever. After about 60 miles and around 10:30 a.m. when I arrived, the sun finally broke through.

The Fog on I-81 South for 60 miles.

The first thing I did upon entering town, after checking my hotel, was a photo op by the giant watering can and pot in the middle of the intersection of Greenville Avenue and South Coalter Street. Here you can see me mid-air, realizing at that precise moment that the ankle injury I had two weeks prior had not fully healed. Nothing like injuring yourself at the beginning of the trip. But I stuck it out and continued on. The pain was minimal.

Don't jump up in the air if you've recently twisted your ankle.

The other side of the median also had another giant pot tipped on its side.

Staunton is a railroad town, and next to the Depot Grille you can climb up steps to get a good view of the city.

The central road of the historic Old Town is Beverley Street. This is where you'll find most of the restaurants and shops, and it has a wonderful mix of both. Here are photos of the many places I visited that afternoon with captions.

Burrow and Vine. I was delightfully surprised to come across a houseplant store.

The Staunton Antiques Center had three floors to peruse.

Top floor of the Antique Center with views of the downtown area.

The name of this store escapes me, but it had an eclectic mix of Scottish decor and trinkets.

Remedy Burger was my lunchtime hangout for a burger and a cold Sprite. They also serve spirits.

Burners Blue Burger: 1/4 lb. Patty, Blue Cheese, Mango Chutney, & Arugula.

The town has many interesting architectural features at every turn.

After my afternoon trip in the historic Old Town, I checked out The Factory Antique Mall a few miles up the street. This place is humongous.

I love tribal masks, but I talked myself out of buying a scary $195 piece with hair.

Taxidermied animals could be seen throughout, including a giant alligator.

The aisles went on and on and on. Surely a day to see it all.

I was wonderfully surprised to see a booth dedicated to houseplants.

If you need to rest, the Mall has a café called Tasty Bites to wet your appetite.

But the day wasn't over! After checking in at the Red Roof Inn (just $79 for the night) for a short nap and a shower, I made my way back to downtown Staunton to experience the nightlife.

Red Roof Inn north of Staunton sits up on a hill. You need to travel up a back road to get to it.

Every Friday and Saturday after 4 p.m. they close off Beverley Street to patrons only.

My first stop was The Green Room, where I indulged in some fine wine and a charcuterie board of delicious cheeses and spreads. Total cost for this indulgence: $32.

White wine with and a board of truffle cheddar, smoked chèvre, spreads, and crackers.

Young servers kept me company and filled me in on some of the best Staunton hangouts.

Me originating from a small rural town, I find it comforting to hang around, well, rednecks. So I asked the locals to point me to the redneckiest establishments. They did not disappoint. First stop was Baja Bean.

Bottle beers were only $2.25, and the food looked terrific. This is a bar I really enjoyed.

Next stop was Tempest on the opposite side of the block. This was the first time I was ever checked over with a metal wand before entering, so you know this is where things go down sometimes. They even had a metal pee trough in the men's bathroom.

The view from the second floor to the bottom of this spacious venue with a performance stage.

We were soon serenaded by a folk band from Philadelphia named Darlingtyn. You can listen to a short clip below as they sing "Shoo Fly Pie."

I soon acquired a very nice gang of interesting and kind people to hang with for the night.

This was the only picture where I didn't smile, but everyone else looks great.

Okay, much better.

The night was still young, and so I wanted to make it to one more bar before I went back to the hotel. Mind you, I'd only had two small glasses of wine and one beer at this point. So point me, I asked my newfound friends, to the roughest toughest redneck place in town. They sent me to Rackem Smacken four miles north in Verona, Virginia, with a fair warning.

Now this is what I'm used to: great people having a great time in a bar with pool tables and ribs. Aside from the one tipsy woman who came crashing down off her table stool, bottle and all, I enjoyed my few minutes there. How bad can a place be when one of the tough guys sings "Easy" by the Commodores for karaoke? After one beer I headed back to the nearby hotel and called it a night.

Here are a few more pictures from my day in Staunton, Virginia:

It was nice to see how inclusive the downtown area was.

Queen City Barbershop on 115 Greenville Avenue, Staunton, Virginia.

R.R. Smith Center for History and Art.

I so wanted to buy this model RV camper at Frontline Model Kits and Hobbies.

Check out my trip to the Blue Ridge East Tunnel and Swannanoa Mansion the following day.

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