Tips to Avoid Writer-Client Issues

I've noticed thousands of forum posts and responses are born from issues a client has with a writer or company and vice versa. It worth our time to share some tips on what works for us (writers and clients alike). While having great writing skills is a given, there are other tips that may help, and the first one many might not like.

Written Communication

Yep, for writers, this could be an action we don't like. We already write thousands upon thousands of words daily. Who wants to write even more? You do. Yes, you do!

Take the time to review what your client is asking and reiterate what you perceive his/her instructions to mean. This gives the client the opportunity to clarify any misunderstandings. Assuming s/he says your reiteration is correct, you're ready to proceed. If an issue arises later, you now have this written communication to show you did what was requested. Of course, if you find you made a mistake, own it and fix it.

Be a critical reader

I'm always surprised when I hear that a writer hates reading. Reading is as much a part of our jobs are putting words to paper. Whether you are reading text for a project or communication from a client, do so with a critical (or investigative) eye. In research, it helps you find information in the simplest of sources. In communication, it gives you the opportunity to spot potential problems and avoid issues (aka lost client/income) down the road.

Time management

A writer without good time management skills is either already or soon to be a hungry writer, especially in academic writing. There's not much to say here other than simply that: manage your time wisely, meet deadlines. Period.

Ask questions

If you aren't sure about something. Ask. Don't assume. Sure, you might dread asking because an answer outside what you currently perceive the project to entail may mean more work or even a cancelled order, but isn't it better to know now that to risk an unhappy client or, God-forbid, a refund? Plus, asking questions lets your client know you care about their project and that you're paying attention.

Don't be a hot-head or know-it-all

As writers, we know a lot. We know more than we want to know in many cases. However, not one of us knows it all. When you don't know, don't lie (refer to asking questions above). If it's a situation where saying "I don't know" would risk the project, take a moment. Research. See if you can figure it out. Consult with colleagues. If you can't find the answer, that might be the time to let the client know you've hit some obstacles. If, at that point, the client can't or won't (yes, some do refuse to provide further information because they also assume we know it all), that's when cancelling may be necessary. Again, better to cancel now than put countless hours into work that you aren't 100% confident will be what the client requested.

One method that works for me when it comes to avoiding issues with my client is having a regularly scheduled video chat with the client during the writing of the paper. Since I can use Google docs to upload the paper, we can immediately work together on fixing the perceived errors in the client's part. This method also helps me better explain to the client as he can mark the areas he has concerns about and I can immediately show him suggested corrections. If acceptable, it becomes part of the final paper. Having a face to face chat helps us better develop our working relationship as well because it allows us to see each other's facial expressions, which helps us understand each other better than simply emailing everyday.

The beauty of the video conference with the assistance of Google Docs is that the client gains a better perspective of how the paper was written, why it was written that way, and also allows the client to have a direct hand in the finalizing of the document. So the paper isn't written just by the writer. Rather, it becomes a collaborative effort that benefits the client when he has to face up to the scrutiny of the professors during class or his thesis defense.

Sometimes, it's impossible no matter how well you anticipate all reasonably-foreseeable problems. A new client ordered a healthcare literature review from me last Friday, asking for it no later than 11:59 PM Sunday night. I was proofreading it and preparing to send it off six hours early last night when an email came in from that client indicating that she needed to have the topic approved. Obviously, I sent the project immediately, together with the response that I'd be more than happy to write another literature review on any other topic if the disease I chose got rejected, but that it would be for the same price as the first one because details such as topic approval always need to be shared with me at the time the order is placed and not six hours before a two-day deadline.

The client didn't argue about it, but about an hour or two later, after sending the completed project, I received another email asking me for a response to the professor's questions asking what the chosen disease was, what patient population was involved, and for two of the source articles that would be used. I responded that I'd already provided more text than was ordered, 15 sources instead of the minimum of 5 sources, and that I'd delivered the project earlier than promised; so I really don't appreciate having to stop working on my next deadline to read and respond to emails that require me to answer questions like that when the disease is right in the title and mentioned a half-dozen or more times on each page. I explained that the patient population was almost as easy to find by using the search function for the word "population" or maybe by just reading the project. I also sent the two requested articles with an explanation that if you need them, that's another thing that I always need to know when you place an order, because I don't necessarily save source materials for every project, otherwise.

thanks for these tips

Great advice. From my own experience, I would say that time management is very important for anyone. I once thought that it was not important, but I was wrong. After all, simply could not do the necessary work in time. It then that I got acquainted with the time management.

Also, an important point is questions. Now I put them always and the more so the better. Very often writers and clients forget to refine some writing moments and then the rewriting of the text starts 10 times. And it takes time, forces and nobody pays for it.

I love this option for private clients. Of course, writers who contract through a company may not be able to do this, but it's a great idea. I imagine it does help when trying to explain complex issues the client may otherwise perceive as being a writer error, and yes, as you said, to help the customer understand areas he/she will have to explain later.


Thanks for sharing your experience! It sounds like you handled the unforeseen issue quickly and it worked out. You have years of experience, so you know how to handle most of what occurs (planned or not), but this is great info for new writers and even for possible clients to know how important it is for clients to give us ALL the details first. :) I really appreciate when clients state at the top of their instructions that their topic must be approved first. Most clients do this, but there are those who don't, so sometimes even the most prepared actions on our end do not mean there will never be issues, but it does help reduce the impact.

A good way is also to reread what was written. very often it helps to identify unnecessary mistakes, and also to think and comprehend it. maybe something needs replacing

That's true. Editing is the only way to perfect an essay or research paper. As one reviews the written work, it gets revised in presentation or additional content is included and that is just coming from the writer's review of the work. Taking note of the perceived errors by the editing software or word document also helps clean up the work tremendously. These programs sometimes give more than just spelling correction advice. It also gives suggestions regarding better sentence structures and presentations.

I have found that as a writer, once I take the time to truly edit the paper I have been hired to write, I need at least a whole day to constantly review my work because I always get some new inspiration to improve a presentation or even have a pocket of time to add more research to the document. Those last minute touches always help to limit my issues with my clients.

I believe he was referring to what was written in the assignment specs. If he meant editing the writing, I'd be very interested to see his best editing effort to edit his most recent post to express a clear, logically-coherent thought in grammatically-correct English.

These are some sound tips. As a writer, I came to realize that some writer-client issues stem from some nasty experience the client has had with previous writers. Some clients end up thinking that raising as much hell as possible could be the only way to guarantee value for money. I feel that inspiring the client's confidence (through reassurance alongside the tips you've mentioned, such as communication and asking the right questions) helps reduce the antagonism.

Bringing out this thread as I perceive it to be essential. I would agree that what has helped me over the past months is maintaining regular contact with a client. Ensuring that the work you are producing would be what they want is crucial - and would save you revisions in the future.

Some clients are just a pleasure to work with from their initial inquiry onward; others have no common sense and continually make things more difficult than necessary by failing to follow the simplest instructions over and over again. If they don't get the hang of it after a few reminders, I stop mentioning it and just charge them more for wasting my time unnecessarily.

@FreelanceWriter
These all make sense. I have interacted with clients who have changed the instructions midway through the allowed revisions for a paid order. It's frustrating to interact with people who cannot communicate their needs or become difficult to work with after a bit of time.

If the request is reasonable, (such as an honest mistake leaving out some requirement for the project), I'll allow it as long as I haven't already devoted any time writing about or researching anything that's no longer usable for the project because of the late change. Same goes for late notes from the professor about the requirements or major changes. If accommodating those requests doesn't change anything for the writer or cost him extra time. However, if I've already started working on anything that now needs changing because of the new instructions, there's a cost for my wasted time. And a writer reserves the right to reject annoying unnecessary late changes, especially those that just reflect the client's arbitrary whims, (such as "Hey, you know what? I saw Moby Dick yesterday and I've decided to do the paper about 19th Century Whaling instead of Teenage Texting Habits." (Because I didn't quote a project that requires analyzing 19th-Century Literature ; I quoted a project much more topical and simple to research and write.) Client's wouldn't want to receive an email from a writer a week after confirming the project saying "Hey, you know what? This one's going to be $150 and not $100." Right? Well, that how writers feel when we get certain types of late change requests.

This is reasonable. What I was pertaining to was mostly with unreasonable requests. I've also encountered clients who seemingly are unappreciative of the extra work that I'm accommodating to in order to satisfy their demands in the long-run.

I agree that the best way to avoid client issues is through regular communication. With all of the available VoIP apps these days, an independent writer has no reason to not be in direct contact with the client at all times. Which is what the client wants. Regular updates always help establish trust and repeat business. So making sure the client gets informed of the progress of the paper assures the client that the writer is taking the order seriously. I have found that the students feel reassured when the writer takes the initiative to contact the client regarding the progress of the paper. I know that I have avoided many revisions and misunderstood instructions by simply reaching out to the client when I start the paper. Then I send a draft in the middle of the process so that after submission revisions can be avoided. I also contact the client in-between writing to touch base. Those little acts of assurance go a long way in keeping a client calm and friendly. The rapport that is developed during this time helps my business by having the client come back to me. All because of the friendly customer care they receive directly from me. Simply finding ways and means of keeping the client reassured is often good enough to help avoid writer - client issues.