Avoiding Client Conflicts: Explain the Rules Up Front

Hands down, the best way to avoid difficult conversations with clients in the future is to have the difficult conversations now. Yes, it really is that simple.

Let’s use a simple example but we’re going to flip the agency / client relationship to prove the point:
It’s your client’s big annual conference and they ask you to join for work. They say you can quote them for the work, but that “all the travel, accommodation, etc costs are covered”.

You check in to the hotel, and because you’re working hard for the client and don’t have time to always go to the dining area, you order most of your meals and drinks from room service.

At the end of the conference you go to check-out and reception hands you a fat bill for all the (expensive) food and drink you ordered from room service. You tell them you thought the client was paying for everything, but they politely explain that room service and mini bar is for your own account, it was only included if you ate in the dining area.

Now you can’t argue with the front office hotel employee, and you can’t argue with your client because your meals were ‘technically’ included.

If only someone had clearly explained the rules upfront. If only someone had said, “All room service and mini bar are for your own account.” Instead, you’re now irritated and out-of-pocket.

That’s how your clients feel when you don’t explain the rules of engagement UP FRONT. It’s your responsibility to explain to your clients what is, and isn’t, included in their fees, and how you handle work outside of the scope.