Just Say No to Troublesome Clients

It’s not just for photographers, either.


A bit of humor sheds light on a serious problem.

There’s a video that’s been making it around Twitter and the blogs of professional photographers lately. It’s called “The Vendor Client Relationship — In Real World Situations.” I’ve embedded it here, just in case you haven’t seen it yet. It’s worth a look if you’re either a service professional or someone who uses service professionals. In other words, it’s worth a look for anyone.

The problem is, too many people try to save money by trying to cut special deals with service professionals. Sean Cayton, for example, is a professional photographer who blogged about this topic. In his article on Black Star Rising called “Five Tips for Dealing with Unreasonable Client Requests,” he reported:

I met recently with a prospective wedding client who was on a very tight budget. The groom, an art director, asked if I would allow him to help with the photo editing in order to save some money. I had to tell him no. I operate a full-service studio, and letting the wedding couple do their own editing just isn’t an option for me.

As a helicopter pilot, I’m often asked to provide flying services at locations an hour or more away from my base. Not only do the potential clients try to get a lower hourly rate from me, but they balk when I explain to them that they have to pay the cost of getting the helicopter to the operating area and back. In their mind, I’m not providing a service to them when I’m not flying with one of their people on board. But the simple reality is that I’m working for them from the moment I begin my flight planning and pull the helicopter out of its hangar to the moment I put the helicopter back.

They’re fortunate they’re only paying for the time on the Hobbs meter. I put at least an hour more of unbillable time into every single flight I do.

Why We’re In this Mess

I believe that one of the reasons service professionals have to deal with clients like this is because too many other service professionals have said yes to their unreasonable demands.

I’ll admit that I used to be one of them. When I first started my flying business, I was so hungry for work that I’d do almost anything to make a client happy. That sometimes included trading services (usually advertising space) for all or part of my fee, waiving ferry fees, or dropping my rates just to better meet my client’s budgetary needs. Then one day I started looking at the numbers. While the revenue I was bringing in usually covered the variable expenses of flying — the actual flight cost per hour — they didn’t come anywhere near covering my fixed expenses, including hangar rent, advertising, and insurance. I realized I was working at a loss.

And I realized that I’d rather not work than to lose money doing it.

Just Say No

So I started saying no.

I said no to local flying jobs less than 30 minutes long and other flying jobs less than an hour long. It simply wasn’t worth the trouble of taking the helicopter out of the hangar for the profit I’d make on these short flights. (I did, however, encourage longer flights by introducing rate reductions for flights over 5 hours and 10 hours.)

I said no to free ferry flights for repositioning the helicopter. I was not going to fly for free anymore. Not only was there a helicopter cost involved, but a trained helicopter pilot was at the controls. Didn’t she deserve compensation for her time?

I said no to any barter offers — I can’t fuel the helicopter with a free ad in a publication no one will read or pay my insurance bill with a photo taken during a flight.

I said no to flights that required me to spend more than 15 minutes in flight planning before I had a signed contract and deposit in hand. I was tired of doing someone else’s homework in the hope of getting a flight they were probably too cheap to pay for.

This really happened:
One person I did a charity golf ball drop for made fun of me the following week at a local Rotary Club meeting because we missed the drop zone on our first try. I guess she didn’t appreciate how much it cost me to make one drop, let alone the second drop we did to make up for our failure. You know what I said when she had the nerve to ask me to do it again the following year: no.

I also started saying no to all charity flights, including raffle prizes. They’d promise a mention in the charity publication, etc., but these free pieces of paper were usually discarded, unread. Zero advertising value — instead, all it’s good for is more requests from more charities. And for a while, i was getting more charity requests than calls from paying clients.

The Importance of Screening

I also started screening my clients during their initial contacts with me. Did they sound like they were going to try to wrangle a deal with me? Were they making unreasonable requests? Did they have a clue about what they wanted? Were they trying to use me as a tool for getting information without utilizing my services? Did they have the ability to pay at the conclusion of the flight? Did they understand what they were getting for my hourly rate?

If I got any indication during the phone call that they could be trouble, I actively began discouraging them from flying with me. I’d state minimum fees and make it clear that I wouldn’t budge on my rate. I’d tell them that what they wanted was beyond the capabilities of my aircraft. And sometimes, if I got a gut feeling that flying for them would be more trouble than it was worth, I’d tell them I wasn’t available on the day or time they wanted me, even if I was.

Snobby? Elitist? I don’t think so. Just protecting my interests.

We Need to Stand Firm Behind Our Experience, Expertise, and Skills

I’ve been in the business for eight years now and have a wide range of experience completing many different missions. I’ve decided to stand behind my experience, expertise, and skills. That’s what my clients are paying for and despite what they might think, they’re getting a lot for their money.

I probably have more knowledge and experience for photo flights over Lake Powell than any other helicopter pilot flying today. You want an experienced pilot to take you on a photo flight over the lake? Then you’ll pay the 4 hours of ferry time to get me up there and back. Hint: there’s no other helicopter pilot who will fly up there for free.

I happen to have a good amount of skill chasing race cars and boats, low-level and high speed. I can put a still or video photographer right where he needs to be in these action photo shoots. Is your race an hour away? Then you’ll pay the 2 hours of ferry time to get me there and back. And you won’t load up the helicopter with unnecessary “observers.” You’re not just paying for a helicopter and a skilled pilot — you’re paying for a safe flight.

Helicopter at HouseAn off-airport landing zone.

I’ve probably flown over and landed at more remote, off-airport locations than any other commercial helicopter pilot in Arizona — other than medevac pilots. You want to see some “air park” property in northern Arizona, east of Wikieup? Or a bunch of land north of I-40, east of the Colorado River? Or a vacant steel plant outside of Kingman? Or the side of a 40-mile long cliff north of Seligman? Or a powerline stretching from Forepaugh to Bagdad? Or a pipeline stretching from Tucson to the New Mexico border? Or a stretch of the U.S.-Mexico border from Yuma to Nogales? Or some other equally weird or remote place? Then you’ll pay for a pilot who knows where to find fuel, who to contact for permission to fly through restricted areas, where to find a landing zone where you can get out and take pictures or soil samples or a leak. And don’t expect to trade that flight time for a mention in the credits of your video or annual report or promises of more business in the future.

I’m not going to sell myself short — even if it means losing out on business.

Frankly, if a client doesn’t pay me what I’m worth, I’m losing out anyway. And I may as well lose out in the comfort of my office or home than flying a mission for someone who doesn’t appreciate the value of what he’s getting.

What do you think?

I’d love to read your stories of how clients have tried to deal you out of what you think you deserve. Not just from pilots or photographers, but from any service professional. Use the comments link or form for this post to share your stories or links to them on your own blog.

And if you think I’m wrong about this — that we should allow potential clients to cut whatever deal they like with us — I’d like to know why. Maybe there’s something I’m missing here.

But after years in a very expensive and highly specialized business, I don’t think so.

Pay the Writer (and the Pilot and the Photographer…)

A rant worth watching.

One of my Twitter friends, @PattyHankins, retweeted a link to the video embedded here. It’s an interview with author Harlan Ellison, clipped from the upcoming documentary film, Dreams with Sharp Teeth. In it, Ellison rants against people expecting professionals to work for free and the writers who are willing to work for free.

As Patty points out, this applies to photography, too. But as a writer and a helicopter pilot who has often been asked to work for free, it really hits home for me. Too many organizations expect you to work for free, as if your association with them will pay you for your time and expertise. That’s just wrong.

Watch this video. Ellison uses some colorful language throughout, but no more colorful than I’d use if I were sufficiently riled up and not afraid to speak candidly in front of a camera.

Writing Tips: Making the Switch to a Writing Career

Advice from the trenches.

Nineteen years ago, I left my full-time job as a Senior Financial Analyst for a Fortune 100 corporation to begin a career as a freelance writer.

Some Ancient History

The job I left was a good job. I was in my late 20s, bringing in more than $45K a year. In 1990, that was a pretty good salary. I’d been with the company for two and a half years after five years with the New York City Comptroller’s Office and was on the fast track for upper financial management. If I’d stuck around, I probably would have doubled my salary in two to three years.

But although I was good at what I did and I didn’t mind the work, it wasn’t what I wanted to do with my life. I didn’t want to be just another corporate grunt, working 40 to 60 hours a week in an office park 30 miles from home, living for weekends and vacation time. I was tired of wearing suits and heels and pretending that the work I did was important or even meaningful. I was a number cruncher, drawing the conclusions my bosses wanted from numbers we couldn’t change. It was bullshit.

I’d gotten to where I was by going to college — I was the first one in my family to do so — and getting a BBA in accounting. I liked working with numbers and I was good at it. When you’re starting college at 17, what do you know about life or careers? I came from a lower middle class family and all I knew is that I didn’t want to be poor. Accountants made a lot of money, I liked working with numbers. It seemed like the right answer.

Until I got into my junior year at college. That’s when I started to realize that what I did in college would determine what I did for a living when I finished. And I didn’t want to be an accountant. I wanted to be a writer.

I remember calling up my mother and telling her that I wanted to change my major to journalism. I remember her freaking out, telling me I’d never make a living as a writer, that I’d starve. She wanted me to become a CPA. She, like so many mothers out there, wanted her children to succeed in careers she could brag about. “My daughter is a CPA” sounds a lot better than “My daughter is a reporter for Newsday.” (Newsday was the daily newspaper out on Long Island in New York, where we lived at the time.) That’s not to say I planned to write for Newsday, but it was probably what she was thinking.

So I backed down and stuck with accounting. It was a decision I’ve regretted for nearly 30 years.

It was also the last time I listened to my mother.

As you might imagine, in May of 1990, when I called my mother to tell her I was leaving my secure, high-paying job to become a freelance writer, she freaked out. But there really wasn’t anything she could say to stop me.

Don’t Leap before You Look

Now those of you who are reading this might think I was very brave to take this rash step. But it wasn’t rash. It was well thought out and executed.

You see, I didn’t just throw away a career and start scrambling for work. I already had a project lined up. A company I’d done some part-time training for wanted a five day computer course about using computers for auditing. Computers were relatively new at the time and laptops were cutting edge technology. Some of the better funded corporate internal auditing departments — including the one I’d spent two years in — were buying laptops for their staff. The training organization saw a market for a course written by a computer “expert” with a background in auditing. Someone with writing skills. Me.

The course paid $10,000. It wasn’t something I could work on while continuing my full-time job — it was just too intense. My boss wouldn’t give me a leave of absence, so I quit. Simple as that.

But $10,000 certainly wasn’t enough to live on, so I needed to line up other work. I got a job as a per diem instructor for a computer training organization. They called me in when they needed me and paid me by the day. Some weeks I’d get just one day of work. Other weeks I’d get four days. They tried to hire me as a full-timer, but I wanted no part of that.

As I worked on the auditing with computers course and did some per-diem training, I started networking. I got other, better paying contract computer work. I sent out queries and book proposals. I got an assignment as a ghost writer for four chapters of a computer book. I built a relationship with one of the co-authors of that book. Together, we sold another book to another publisher. I sent out other proposals on my own. I got my first solo book contract. I got assignments from computer magazines. I got my own column in one.

All this happened over a period of three years. By then, I was securely entrenched in my new career as a computer how-to writer and trainer. Within two more years of hard work, publishers were coming to me, offering me books.

The point is, I didn’t jump ship without a solid plan that would keep me earning money while I could build my writing career.

I think I was smart. And I think some other people are dumb.

Like my old friend Mary (not her real name). I wrote about her once before in this blog. She always wanted to be a novelist and one day she decided her full-time job was holding her back from succeeding. She quit and spent her days in her apartment, supposedly writing. A year later, she was out of money and deep in debt with her family. Her novel wasn’t done, either. She was forced to go back to work. To my knowledge, she still hasn’t had a novel published.

That’s the dumb way of starting a career as a writer.

Take Things Seriously

I think Mary’s story is a good example of someone who simply isn’t taking a writing career seriously. Unless you’re independently wealthy or have the financial support of someone with a lot of patience, you can’t just throw away a real job to try your hand at writing.

And yes, I did just say “real job.” A real job is a job that pays you money. When I left my real job, I had two other real jobs lined up: the big writing project and the computer training work. Mary had nothing lined up. She just had a vague idea about writing a novel. She didn’t even have any ideas about who would publish it. And in case you don’t realize it, it’s tough to make s living as a novelist unless your work is published so people can buy it.

Of course, nowadays many people don’t have a choice about leaving a real job. Their employers or the economy itself might have made the choice for them. Layoffs and business closings currently have over 15 million Americans out of work. That’s as of now — who knows what the situation might be like in six months or a year? If you’ve always dreamed about starting that writing career and you suddenly find yourself out of a real job and with plenty of time on your hands, this might be the time to start work on that freelance career. In between job hunting exercises — and I certainly don’t suggest that you forget about getting a new real job — start writing.

No matter what your situation is, you need to take a career change seriously. Start by doing some soul searching. Answer the following questions as honestly as possible:

    Writer's Keyboard This is a real writer’s keyboard.
  • Do you have the skills to be a writer? As professional journalist Dan Tynan recently wrote in his blog, “Just because you know how to operate a keyboard doesn’t make you a writer.” I couldn’t have said this any better. Too many typists out there think they’re writers. Get real. Look at your work objectively. Have other people read it — people who will give you objective feedback. If you’re not a writer, you’d better build some skills before you try to make it a career. Unless the topics you write about are in great demand, no editor is going to want to spend time repairing your prose prior to publication.
  • Do you understand the importance of getting your work published? You can’t make money on what you write unless it’s published someplace for people to read. While print publishing appears to be in a slow spiral to death, that’s not your only publishing option. But you do need to find a way to publish that’ll earn you money. The way I see it, your options range from starting your own blog and hoping to get advertising revenues to support you (good luck, especially as online advertising declines) to building a relationship with a traditional print publisher who pays under formal contract by the word, assignment, or book.
  • Do you have the business skills to connect with paying markets? That’s really what it’s all about. You can be the best writer in the world, but unless you can find a match for your work with a publisher willing to pay for it, you’re simply not going to succeed on your own. If you’re trying to write books, that’s when you might consider an agent — and kiss away 10% to 15% of your gross earnings.
  • Do you have a plan for getting started as a writer? If you don’t, can you make one that’ll work? As detailed above, I had a plan. My friend, Mary, didn’t. The plan is one of the reasons I succeeded and she didn’t. (The other reasons may be in this bulleted list.) The plan was reasonable and it required a lot of hard work. I didn’t whine or complain when I got a rejection letter for a book idea. I just developed other ideas and kept trying to sell them. I also didn’t sponge off my future husband or family to get by during the lean times. I always had some kind of work, some kind of revenue source. It simply isn’t fair to your friends or family to build your writing career on their backs.

Right now, real journalism is in serious decline. Who knows what position I’d be in now, if I’d made that major switch in college? Would I have gone into pure journalism and be a victim of the cutbacks we’re seeing today? Or would I have used the writing skills and insights I’d gained during my college education to branch into some other kind of writing?

Perhaps the kind of writing I do now?

Who knows?

I like to think that there will always be a need for talented writers. I like to think that it’s still something that a person can make into a career.

But until you’re able to earn at least half of your income from writing, don’t quit your day job.

Thoughts on Freelancing

An answer to a question posted on LinkedIn.

View Maria Langer's profile on LinkedInI was sifting through my e-mail in box this morning and found an update from LinkedIn. It’s the usual update that tells me what my contacts are up to. I saw that one of them had answered a question in the LinkedIn Answers area. It was a question that interested me:

Are most of the freelancers doing what they are happy to do?

The question went on to ask why we chose to be freelancers and, oddly enough, whether we’re “keen” to be freelancers if we have a full-time job. (Must be a Brit; don’t know anyone who uses the word keen that way.)

The question reminded me that there are a lot of non-freelancers out there, peeking at us from over the tops of their cubicles. They like what they see — people working their own hours and being their own bosses — but they don’t quite understand it. They think they want to be freelancers, but if they’re smart — like this guy is — they’ll do their homework first. His questions told me that he was just starting that homework. I wanted to help him get it done.

I logged into LinkedIn and offered the following response:

I started my freelance career in 1990 and haven’t looked back.

I like the idea that I get paid for what I do, not whether I fill space in a cubicle every day. I work harder now and get more satisfaction than when I had the big corporate job with the corner office.

Sometimes I work my butt off to get a job done on time. Sometimes I have multiple jobs requiring my attention. During these times, I work far more than 40 hours a week. But I’m getting paid for doing REAL work. And I’ll get more work based on how well I get each job done. I earn my pay and my job security.

When there’s nothing lined up that requires immediate attention or I’m taking a break between projects, I have the freedom to take time off and do the things I want to do. In my very flexible spare time, I learned to fly, I take road trips, I goof off. If a friend calls with an idea to spend the day and there’s nothing important on the front burner, I go. That makes freelancing worth it.

But there’s no such thing as a weekend anymore. If a job needs doing and the only day to do it is on Sunday, I work on Sunday. Simple as that.

You ask if we’re keen to be freelancing if we have a full time job. Don’t fool yourself — freelancing can be a full-time job. And don’t think about a freelance job if you have another full-time job. Isn’t your life more important than working 60 to 80 hours a week? Instead, let a freelance career replace a full-time job. Use it to improve your life, not make more stress.

But be prepared. When you’re your own boss, you’ll quickly learn the importance of getting the job done and making the client happy. If you screw up, there’s no one to blame except you. And there’s no one to rescue you, either.

Freelancing is not for everyone. If you’re a chronic procrastinator, stay in your cube — you’ll starve if you can’t deliver. If you’re afraid to sell your services or products, you’ll never make it as a freelancer. (There’s always something to sell and someone to sell to, even if you need to sell to the person who will sell for you.) If you think freelancing means a lot of free time without a boss looking over your shoulder, you got that wrong. The client or customer is the boss and you’ll probably work harder as a freelancer than you have in any other job you’ve ever held.

Is it worth it? I think so. But then again, I never did have patience for the 9 to 5 grind and its pointless office appearances.

(If telecommuting is available at your workplace, try that first. You’ll have the same regular paycheck and benefits and the same work but you won’t waste hours a day traveling to and from a central workplace office. Your quality of life simply has to improve — especially if your daily commute is more than an hour each way.)

Got something to add or perhaps a more specific question? Please use the Comments link or form for this post to share them.

Question: When does an apparently fun way to earn income become a "job"?

Answer: From the moment you start.

While I was in the middle of the Big September Gig, I found several times to post “tweets” to Twitter about my progress, using the text messaging feature of my Treo. Later, when I got a chance to read the tweets of the people I follow, I found this comment from a fellow Twitter member:

Wish I was out flying but after so much, does it become a “job”?

The question kind of floored me. After all, the flying I do for hire is a job. So I replied:

Any time you’re required to perform a task at someone else’s whim in exchange for money, you’re doing a job, aren’t you?

But that doesn’t mean it has to be a bad thing.

And that pretty much sums up the way I think about all the things I do for a living, whether it’s writing or flying.

Why People Might Think Otherwise

That got me thinking about why some people might think that my flying or writing was not like a job. What did they include in their definition of job that I wasn’t including?

And I came up with the following list of items:

  • Many people’s jobs require them to be in a certain place at a certain time every day, such as an office or a jobsite. There’s usually some regularity to this, for example, 9 to 5, five days a week.
  • Many people’s jobs have a limited amount of time off that has to be approved before it’s used. For example, a 2-week vacation or “personal days.”
  • Many people’s jobs include a manager or supervisor or some other kind of “boss” who keeps tabs on their work and has the final say over how their work is done. This same person will also evaluate performance and provide input into promotion and raise decisions. And this person can terminate employment at any time.

For many people, this is the true gist of what a job is. They go to work on a regular basis, they do something under the supervision of a boss, and they get paid. A few times a year, they take time off.

Freelancing and Business Ownership is Different

I’m a freelance writer and the owner of a business. These are my two “jobs.” And in both jobs, I’m subject to the same requirements of a regular job, but in different ways.

As a freelance writer:

  • Although I’m not required to be in a certain place at a certain time every day, I am required to complete my work on time. So that means I have to sit at my desk and work to get the book or article or whatever is due done. And if meeting a tough deadline means working 12- or 14-hour days — even on weekends — that’s just the way it is.
  • I get as much vacation time as I like and no one has to approve it. However, if I don’t work, I don’t get books or articles written. And I don’t get paid.
  • I have a boss: my editor. He or she decides whether I’m creating the content the publisher wants to see. He or she can also make changes to my work or require me to redo it a different way. And if I don’t do my job right, he or she is not likely to recommend me or hire me for future assignments.

As the owner and chief pilot of Flying M Air:

  • When I have a gig, I have to show up on time and stay until my client is satisfied that the job is done. That job can be any day of the week, any time of the day or night.
  • I get as much time off as I want — as long as there isn’t an upcoming gig on my calendar. But when I’m not working, I’m not making money.
  • My boss is my client. If he wants me to be on the ramp, ready to fly at 6 AM, I have to be there. (There are exceptions to this. For example, as pilot-in-command, I have final say over whether a flight is conducted. So if I feel a flight cannot be conducted safely due to weather or other conditions, I can cancel it.) If I don’t do my job satisfactorily, my client will probably not hire me again in the future.

But Wait, There’s More!

I can make a good argument that being a freelancer or business owner is a lot more work than being an employee with a desk job.

  • When I’m not working and have no work lined up, I have to work to find work. For example, I might need to write a book proposal or pitch an article idea. I have to maintain my Web sites to keep potential customers — editors, readers, passengers — interested in my services. Or meet with hotel concierges to convince them that they should be recommending my helicopter day trips to their guests.
  • I have to manage the finances of each of my businesses. That includes keeping track of all banking records, balancing bank accounts, paying bills, and filling out sales tax returns. (Thank heaven I don’t have employees anymore; dealing with that paperwork is a nightmare.)
  • I have to keep my competitive edge. That means learning about the new technology I might have to write about and purchasing the computer hardware and software I need to get my job done right. I have to take an annual Part 135 check ride with an FAA inspector and work with helicopter instructors to get advanced ratings (like the instrument rating I want to get this season) and practice emergency maneuvers. It also means preflighting and washing the helicopter and managing its maintenance.
  • I have to think about and plan for my businesses 24/7/365. So yes, I lose sleep when I have a seemingly impossible to meet deadline ahead of me for my biggest book. (I made it.) Or when I can’t figure out where that pesky oil leak is and wonder whether it’s serious enough to be squawked. (It wasn’t.) And I’m thinking in the shower or while driving or flying about things I can do to grow my businesses and my income.

Do you do all that in your job?

I’m Not Complaining!

I’m certainly not complaining. While it’s true that being a freelancer or business owner can be a headache sometimes, it’s never bad enough for me to face the alternative — that desk job. I’ve been there and I know.

There’s something enticing about collecting a regular paycheck (with benefits, if you’re lucky) and moving your way up the corporate ladder — or even just skating at a ho-hum job. There’s something sweet about not having ultimate responsibility for profitability of a business. It’s certainly great to leave your job at the office door when you leave at the end of an 8- or 9-hour day.

I made the move to a freelance career in 1990, after eight years of a “9 to 5” job. And after 18 years of working for myself, building a writing career and flying business, I simply could not go back to the 9 to 5 grind. I’d rather work my ass off on my own schedule, taking the ups and downs that come with the freelance/business owner lifestyle, and be completely responsible for my livelihood than to tie myself to an office job again.

But that’s me.

What do you think? Use the Comments link or form for this post to share your thoughts.

And please, no get-rich-quick links. They will be deleted.