The Bait and Switch

By Amanda Smyth Connorbait and switch

I love writing about the subject of client relations because they are just so darn intricate. Balancing client relations takes a certain finesse…a cross between ballet and tap dancing with some jazz fingers thrown in for good measure.

This week, let’s discuss the “Bait and Switch.” Let’s say you meet with a new client. They seem fantastic! They are excited to hire you and to get the ball rolling on the project and everything is coming up roses! And then things turn a corner. This next part may happen suddenly or it may happen gradually but long story short,  you realize that your handsome Dr. Jekyll has become a hulking, demonic Mr. Hyde.

Ah, the old “bait and switch.” You did your due diligence on this client. You met with them, you interviewed them as thoroughly as they interviewed you, maybe they even came to you on recommendation. But all of a sudden you find yourself faced with a client who has unrealistic expectations, last minute requests that are just ridiculous or worse, they ask you to engage in bad practices (keyword stuffing, use of misspelled words in your content, fudging factual info about products…the list of possible bad scenarios goes on and on.)

What do you do? You’re torn! You’ve got an obligation to deliver on said project but your reputation is on the line and you are not one to compromise on your principles!

1. Hindsight is 20/20. Have enough foresight to add a clause into your own contract that stipulates that should the project exceed “reasonable expectations,” either you or the client is free to pull the plug without legal consequence. The term reasonable expectations is a vague term that allows enough room for you or the client to define “reasonable expectations” as you deem suitable.

2. Pull the plug on a bad project fast! Don’t lose sleep over it for weeks on end. Don’t fret over what to do. If your intuition tells you that this train is starting to speed out of control, jump sooner rather than later. It will only get worse.

3. Be professional. Don’t let Mr. Hyde pull you into a messy situation. Regardless of the client’s response, you as a freelancer need to have your best interest at heart first and foremost. Your professional reputation is what is most important. Be clear, be politely apologetic and be firm and honest about why you cannot continue on with the project. Hopefully, Mr. Hyde will be understanding and will simply move on. Don’t ever let a bad client drag you into a shouting match.

It’s not your fault that you fell into the bait and switch trap, but it is your fault if you don’t pull the plug on a bad project as soon as you recognize the signs.

Amanda Smyth Connor is a community manager for a major publishing company, owns her own wedding planning business, and has managed online communities and content development for many start-up and Fortune 500 companies.  She has been a professional editor for more years than she can remember.