Here’s a doozy for ‘ya-all! Recently I was hired by a client to re-write her entire website. As I understood the project, the client would have me write each page, review, approve and move on to the next page. The client advised me that she had hired a second copywriter to come up with a “different creative angle” since our styles were very different. That was mistake #1. I completed the home page copy, the client loved it, then did not get back to me for 4 weeks! In the meantime, the other CW was writing away on her end. After 4 weeks of tirelessly being placed on hold, I was able to get ahold of the client and firmly but professionally confront her. I was advised that she had already chosen the other CW’s work over mine and that she would “dovetail” my copy with that of the other CW’s. Additionally ( and here’s where the story get good) she would not be paying me the 2nd half of my deposit! I decided right then and there to fire the client and call it a very expensive learning experience. The takeaway lessons in all of this is:
1. Never accept a job where a another CW will be working on the same project as you.
2. Avoid clients who are very confused and unclear about the direction of their project even if you provide a creative brief before the project begins.
3. Never sign-off on anything that lets the client get out of their project if they are not going to use your copy ( my mistake)
4. Be crystal clear with the client that the fee is due and payable regardless of who’s copy they decide to use.

A very expensive lesson in-deed but hopefully this will help other CW’s avoid this type of client like a yeast infection!

I suppose I am fortunate that our copy revision issues are minimal, anymore (although when it does happen, points one and two are often the most common).

On every estimate, we always include that revisions are inclusive unless there is a change in the strategic or creative direction, which generally addresses those two most common points.

I also take care and teach staff to analyze any suggested revisions by asking if they are good, lateral, or bad. We praise the good, accept the lateral changes, and attempt to provide explanation on those that are bad. If the client insists, we’ll make the changes while recognizing that they are probably not the right client. It’s less effort to replace them.

Overall, I have to say that I’ve become accepting of the few changes that come back to us. The only one that doesn’t sit well with me is the “I dunno, it just doesn’t strike me” comments that provide no real semblance of direction. But again, that is usually indicative of someone who doesn’t need to be our client.

All my best,
Rich

I agree with Joshua, if the pain doesn’t justify the reward, then firing your client can be a very good option.

Every now and then you need to get your dignity back and just fire the customer, saying thank you, but you no longer need their business. This can be a really big help when you are down.

-Joshua Black
The Underdog Millionaire