A Different Kind of PITA Client

In response to yesterday's blog post about "8 Warning Signs of Difficult Clients," I got this question from a fellow resume writer:

I have one more type of resume client that is a PITA: the one that seemingly responds to your questions but, upon careful reading, has actually provided only the most general information –- no data, no quantifiable results. I am working with a nightmare like that right now where everything is “exceeded expectations” and he “helps a lot” or “enjoys helping others.” 

Due to this lack of information and vagueness, I have procrastinated ridiculously on this project. This is not the first client I have run into with this issue, and I’ve talked with others who have encountered exactly the same thing. I just spoke with someone who had a client who left all kinds of things out -- and, when pressed, she kept saying “Well, that was contract work, so it doesn’t count” or “I didn’t think that was important.” (I had another client recently who left off really outstanding information, for the same reason.)

I would love to know more about either:
* How to structure a questionnaire so this won't happen, or
* How to conduct an intake consult so this won't happen (so I will have all of the information I need)

Is a phone intake best? I have avoided it because I do not take notes well any more –- used to, but not now. 

Ideas, Bridget?

MY RESPONSE:

Hi!

You're absolutely correct! And sometimes these turn into the "traditional" PITA clients because you press them for details (which they can't give) and then when they get the resume, they say: "You didn't put any new information into it." (Which you respond in your head with: "What am I, a miracle worker? Mind-reader?).

In this case, I go back to the client (usually via email) and tell them that I need more specific information in terms of ##, %%, or $$. I usually give them 5-7 REALLY specific questions to answer (my full questionnaire can be 15-20 pages, so I understand how that can be overwhelming, so I tell them these are the things I really need help with).

(I usually pull from my "Ask Better Questions, Write Better Resumes" questions) And if not, that idea of open/closed questions that I talk about on the "How to Talk When They Balk" call can help. Sometimes it's asking the question a different way.

If they come back to what without good answers, I just go ahead and write from what I had. (Remembering what Phil Graves of 1-Day Resumes once told me (paraphrasing) -- they come in with a 2 or a 3, and even a resume that is a 7 or 8 is better than that! We can't always give them a 10, especially when they don't give us good information to work with!)

I never (never!) offer to get on the phone with them. They know when they choose to work with me that they're going to be working with me virtually. (I would charge more if I did phone consultations.) In fact, when prospects come to me and want to give their information by phone, I refer them to writers who work that way. (It's one of the ways I avoid what might become one of my PITAs!) My clients know up front that I collect the information via questionnaire and their existing documents.

Hope that helps!

Bridget

Having trouble with challenging, difficult, or controlling clients? Check out my "Dealing With Difficult Clients" bundle -- just $11 through Monday.

8 Warning Signs of Difficult Clients

They're the worst kind of client. The kind that no resume writer wants to work with.

The PITA client. (Pain-In-The-A$$.)

He or she isn't just annoying. He's a menace. He's the type of client who receives the resume and then demands his money back, saying it wasn't what he expected, or that it's not getting results. Or worse, he doesn't even contact you to get his money back -- he just institutes a chargeback, saying he never got the resume, or you didn't deliver what was promised. Most of the time, the credit card company sides with him, leaving your blood boiling.

But how do you recognize a PITA client when they contact you? There are some red flags to watch out for.

Kelly Donovan, CPRW shared a list of "PITA Warning Signs":

• Asking for a discount or questioning whether the investment is worth it.
• Saying their project will be "simple"
• Saying anything that reveals doubt/skepticism about your qualifications
• Calling/emailing with unusually high frequency
• Calling before 8 a.m. or after 7 p.m. (unless for a scheduled call)
• Mentioning they had a problem with another resume writer
• Asking for a watered-down version of your services with a lower price tag
• Complaining about any aspect of their experience with you (i.e., your voice mail, how long you took to get back to them, etc.)

Now, not every client who exhibits one or more of these warning signs will turn out to be a PITA client, but it's worth paying attention to if a prospective client does one of these things (or more)! (And note: What may be a PITA client for you might be a lovely client for someone else ... so sometimes it's having the courage and confidence to send them elsewhere!)

One of my most popular bundles helps resume writers deal with PITA clients. The "Dealing With Difficult Clients" bundle includes:

• "Working with Challenging, Controlling, or Pain-in-the-A$$ clients" -- a special report that tells you what the REAL issue is with PITA clients, case studies of how to resolve issues with PITA clients (if you want to preserve the relationship, and if you don't want to continue working with them), how to recognize "game-playing" clients, and how to protect yourself from PITA clients (including advice from veteran resume writer Louise Kursmark).
• The recording and transcript from one of my most popular teleseminars -- "How to Talk When They Balk: Communicating With 'Challenging' Clients" -- what to do to make sure unhappy clients don't ruin your reputation, how to turn an unhappy client into a loyal customer, and how to handle problem situations with clients -- no matter how large or small. Also: The THREE questions you must ask clients.
• Client management forms you can use in your resume writing business, including a Client Agreement Form (long and short version), Client Release Form (when you fire and/or refund a client), Hold Harmless Agreement (if the client wants you to make a change to the resume you don't agree with), Website Privacy Policy, Client Termination Letter (when you need to fire a client), Failed Payment Method (credit card didn't go through? Send this), and Referral Request (send to happy clients to stimulate referrals)

Bill Gates once said, "Your most unhappy customers are your greatest source of learning."

But you have to know what to do when you are faced with one. This bundle will help.

For four days only, you can get the "Dealing With Difficult Clients" bundle for just $11 (more than 70% off -- regularly $39).

You'll receive the Special Report, recording and transcript (including handouts), and the client management forms (Word document) via immediate download. Order here:
Dealing With Difficult Clients Bundle

I hate it when I come across a PITA client -- but these resources have helped me, and I know they'll help you too.

Q&A: What Good is a Client Agreement Form if PayPal Won't Honor It?

Every week, I get questions from resume writers -- when I answer them, I usually excerpt/reprint them on my blog so you can learn from them too!

Today's question was about my Dealing With Difficult Clients bundle -- three tools designed to help resume writers identify possible PITA clients and what to do with them if they do make it through your screening process!

Question: 
A question about the client management forms. In my experience I've created a contract that I have all clients read, and sign, before making payment. I've developed this contract by consulting with an attorney and also basing the contract on one I reviewed and obtained from another resume writing service that is owned and operated by an attorney. She knows what she's doing.  However, when I've had two clients who wanted refunds and got angry because they were PITA clients, the contract didn't hold up much merit. I've never yet gone to small claims court, but the contract itself isn't recognized as a legal and binding contract by companies like Square or PayPal. 

How do we as professional writers ensure our contracts are recognized as legal, binding documents with both parties? Of the thousands of resume I've written, I've had to only refund about 3 people. But, as time advances, I'm finding more and more unrealistic clients with hot heads and no idea how to professionally handle a contract, let alone pay a writer up front for work hired and to show they are committed to the project. Of late I've had a couple people disappear, so I collect up front to ensure my services are covered.


My answer:
I can't speak to your experience with Square, but PayPal has backed me up on two occasions when I had clients request refunds and I had signed client agreements. They initially pulled the money, but then requested documentation that they sent to the client's credit card company and I "won" both chargebacks. My only cost was the $10 "investigation" fee that PayPal charges.

I'm not sure if you accept both Square and PayPal, but it might be worth your while to have the client sign in the client agreement form that they will use PayPal's dispute resolution service to resolve any disputes. That phrase is probably not binding, but it would be a first step after you talk to the client -- if they're still unhappy, refer back to the contract and ask them to open a dispute ticket with PayPal.

You can read about PayPal's chargeback info here:

https://www.paypal.com/webapps/mpp/security/chargeback-guide

Ultimately, it's not up to PayPal or Square to honor the chargeback or not -- they are just a payment processing service. Your complaint is really with the customer's credit card processing service ... and generally they will side with their customer (cardholder) unless your documentation is strong. So that means having a signed client agreement, records of correspondence (I always have clients sign off on their approval via email so I have that record), and responding quickly if clients are unhappy (the strategies in the teleseminar are a good place to start -- sometimes the client just wants to be HEARD!)

In the bigger scheme of things, I tend to believe that clients are generally NOT out to screw me, and if I do come across maybe 1 year who is a true PITA who is "stabbing me to death with a thousand tiny knives" as one resume writer put it, I tend to refund them (having them sign the Client Release Form, of course!) and send them on their way. I prefer to spend my energy on clients who are a pleasure to work with, and "release" the unhappy ones to the world. :-)

On a related note, and I hope you won't take offense to this, but if you are finding "more and more" clients who are becoming problems, you might look at the types of clients you are attracting ... perhaps even unintentionally. I know we've talked in the past about the unemployment in your geographic area ... perhaps putting together an "ideal client profile" and working to attract more of these clients instead of just working with anyone who contacts you might help. Or using the Referral Request form in the Client Management forms PAM to reach out to HAPPY clients that you LOVED working with and asking them to send their friends/colleagues your way.

These blog posts might help:

http://rwdigest.blogspot.com/2011/11/how-to-select-best-clients-to-work-with.html

http://rwdigest.blogspot.com/2007/11/avoiding-bad-clients.html

http://rwdigest.blogspot.com/2013/01/new-free-special-report-finding-your.html

Bridget

P.S. –- Did you know that even if a client wins a chargeback, you can still take them to small claims court and win a judgment? I have never personally found it to be worth the time/effort involved, but the burden of proof is actually EASIER to win with a judge than with a credit card company. (As I mentioned, when in doubt, they will side with their cardholder -- your client -- so that's why it's important to try to resolve the issue with the client directly ... and have clear documentation that you tried.)

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