Three freelance work scenarios put to the Content Club UK community
Back in February, a few weeks before the world went mad, I hosted my second ever Content Club UK chat. Hosted on Twitter, the theme of the chat was ‘What would you do?’
Three fairly common work-related scenarios were put to the CCUK community, the hope being that by sharing tips and advice of how each of us would deal with the situation, we’d be better prepared in the future should these kind of things happen. Or have ideas on how best to deal with it if at a loss.
#ContentClubUK: a collective of content industry creatives with a wealth of IRL experience
If you’re not familiar with #ContentClubUK it’s a Twitter chat. Despite the name creatives from around the world gather for 30 minutes on a Tuesday and answer three questions chosen by that week’s host. There’s a different host each week.
Here are the scenarios I put to the hive mind of CCUK and the advice, tips and wisdom they share on dealing with difficult work situations.
Scenario #1: Clients who ghost
‘Ghosting’ is the act of stopping a relationship suddenly, without warning or explanation. Reports of clients ghosting content creators are pretty common so the first scenario I put to the community was this…
You’ve signed a new client, been briefed and there’s good rapport on email. You complete the first draft, submit it and then crickets. They’ve ghosted! What action do you take and at what point do you give up on them?
Andre is direct and straight to the point. No messing. No surrender!
A1: My contract says that if I don’t get feedback within 2 weeks, I assume they’re happy and invoice. If there’s no contract: follow up after 2 days to confirm they received it, follow up after one week, send invoice after two weeks, get medieval if invoice is late #ContentClubUK
— André Spiteri (@Andre_Spiteri) February 25, 2020
For others, there’s a time period of between two and five days to leave it and then follow up.
A1.
I’d follow up after 2-3 days.
I’d chase again after a week and at 2 weeks. But like @Andre_Spiteri I have a 2-week deadline for edits so after that, I’d invoice. #ContentClubUK
— Sally Fox · Copywriter (@sallymfoxwrites) February 25, 2020
A1. I’d send a follow-up email after 5-7 days of submitting work. It’s best you’re connected to the client on a social network too. Helps understand if they’re generally busy or specifically ghosting you. And giving up – hmm. Clients typically get back. (1/2) #ContentClubUK
— Masooma | Content Writer (@inkandcopy) February 25, 2020
I really like Masooma’s point about taking a quick look at someone’s social media accounts. As you know, when you’re running a business the hours in your day can quickly vanish. There’s a lot to fit in. It might simply be they have too much on at the moment. Clients may even have personal stuff happening that we don’t need to be privy to. While I’m not saying it’s OK that you’re ignored, I think it’s worth remembering that other stuff may be going on so a bit of patience is no bad thing.
Taking an upfront payment helps stop ghosting
Quite a few CCUKers suggest taking 50% of the payment upfront as a way to deter people from ghosting.
I’ve found that a deposit works wonders all round. Having already dipped into their pockets, things generally keep rolling. If the trail does go cold, then at least the initial work is covered. #ContentClubUK
— Jonathan Wilcock – Senior Freelance Copywriter (@Jonathan50Wh4t1) February 25, 2020
A1: Invoice the remaining amount (I’m assuming 50% has been paid up front as I wouldn’t have started work for a new client without it) and remind them that they still have the option of a round of edits if required.
Chase up payment after 2 weeks if still nothing #ContentClubUK
— Ed Callow – freelance writer (@EdCallowWrites) February 25, 2020
A1: Definitely follow-up, but this is where a kill-fee can be handy (and staggered deposits/invoices):
👉 https://t.co/CLHCOE4Riw
👉 https://t.co/6MqnBVbt1h#ContentClubUK
— Work Notes (@_worknotes) February 25, 2020
You could always try another method of contact?
A lot of responses talk about when to send follow up emails, but Dominic makes a really good point in his answer.
A1. Perhaps the problem here is email.. easily ignored and often cluttered. Agree where to work (Slack, Teams etc) and asynchronous work becomes more effective #ContentClubUK
— Dominic Kent (@DomKent) February 25, 2020
Some clients have inbox overload, so finding another way to communicate could be what your client needs to avoid the temptation of ghosting. It’s always good at the start of a project to ask your client their preferred method of contact, as picking up the phone or responding to a text or Whatsapp message may be the quicker and easier way to get hold of them.
Scenario 2: Dealing with extra feedback
The next ‘what would you do?’ scenario was all about how to handle extra thoughts and comments from people you weren’t expecting, perhaps because your client wanted a second opinion from a colleague, friend or their mum.
Turns out your client has a mate who does the same worky-skill thing as you. They showed their mate your work and now they’re “sharing a few extra thoughts.” How do you deal?
Masooma is fairly diplomatic, being willing to listen but also firm that this isn’t the normal process.
A2. Work on the edits with them (if they aren’t too many) while also pointing at the brief and agreement to make sure they know this can’t happen all the time. Mainly, however, I clarify that they need to send in their thoughts beforehand and edits once. #ContentClubUK
— Masooma | Content Writer (@inkandcopy) February 25, 2020
Dave makes a great point that it should be clear from the project start who is responsible for feedback and sign off.
A2: Urgh. Tricky. In the initial discussions, it’s important to establish who will be involved and who has sign-off for each stage. If the additional feedback has minimal impact, I might just do it but if it’s a major change in direction I’d point that out.#ContentClubUK — Work Notes (@_worknotes) February 25, 2020
It’s important not to take offence
As creatives, we can be pretty sensitive when it comes to feedback. Especially when it comes out of the blue, from a source we’re not expecting. A lot of the community had great advice on how to cope in a way that saves your feelings and gets what’s best for the client.
IMO, it always helps we take out the time to ignore the matter for at least an hour, calm down, and then get back with a clear head. Helps us make the best choice of words as we type out replies. #ContentClubUK
— Masooma | Content Writer (@inkandcopy) February 25, 2020
IMO, it always helps we take out the time to ignore the matter for at least an hour, calm down, and then get back with a clear head. Helps us make the best choice of words as we type out replies. #ContentClubUK — Masooma | Content Writer (@inkandcopy) February 25, 2020
As Ed and others say, outside perspective can be helpful.
A2: First: check the feedback with open mind. Outside opinion can be useful.
If justified: work to incorporate the feedback without rolling over and accepting anything. Refer back to the brief.
If not justified: gentle reminder that they’re paying me for a reason #ContentClubUK
— Ed Callow – freelance writer (@EdCallowWrites) February 25, 2020
A2: Probably see what they have to say. If it’s good, accept it and learn from it. Make sure they know this counts as a round of revisions, though. If it’s bad, hold my ground OR take the “whatever you say, dear” approach if I think they won’t listen.#ContentClubUK — Angela Rodgers (@angela__rodgers) February 25, 2020
A2: depends on what the thoughts are but I can normally explain why they won’t work. If they *do* work I take them on board, but generally explain that the copy was written to their brief and these thoughts might detract from that. #contentclubuk
— Mary Whitehouse – Copywriter (@Word_Service) February 25, 2020
A2. Rage. Remind self not to take it personally. Breathe and compose a well thought-out email explaining why this method is most effective. (Don’t reply on angry impulse!) Say you appreciate feedback and are open to ideas, but be firm. Don’t waste time obsessing. #ContentClubUK — Katie Thompson (@katielingoyork) February 25, 2020
Avoid this completely. Walk your client through your thinking
I bang on a lot about how important it is for us creatives to get a thorough brief because we’re not mind readers. It’s worth remembering that neither are our clients. Nor are they privy to some of the technical bits and pieces we do to make sure they get the content that’s going to work best for them. What Julia suggests here is golden.
A2. Rage. Remind self not to take it personally. Breathe and compose a well thought-out email explaining why this method is most effective. (Don’t reply on angry impulse!) Say you appreciate feedback and are open to ideas, but be firm. Don’t waste time obsessing. #ContentClubUK
— Katie Thompson (@katielingoyork) February 25, 2020
By sending a few notes, comment or a short Loom video with your first draft you can walk your client through your thinking. You can let them know why you used repetition there or why you added a line break here. If you can justify why you’ve done it the way you have, you’re less likely to face push back. Or it gives the client a chance to understand your reasons so they can give you better feedback if something still isn’t sitting quite right with them.
If you’ve not heard about Loom before, head here.
Scenario 3: Morals or money?
In the final scenario I asked the CCUKers to think about how they’d deal with leads from industries they perhaps don’t agree with personally.
It’s been a tough few months. Work has been scarce. You finally get a lead but it’s an industry you’re not morally comfortable with. What do you do?
For some it’s a hard no.
Lovely point. Yes, it’s a privileged position to be able to say No. I’ve had a few requests for things that feed addiction and stuff that I’ve seen break people, though, and I just can’t. No judgement on anyone else is the important bit!
— Amy Boylan (@amyboylanwrites) February 25, 2020
A3: If it’s something that wouldn’t let me sleep at night I wouldn’t do it. There are billions of businesses in the world. #ContentClubUK
— André Spiteri (@Andre_Spiteri) February 25, 2020
A3: Keep looking elsewhere. I didn’t go freelance to help people make the world worse.
If I’m attracting the kind of client that I find morally repellent, I’d look at my own marketing and adjust.#ContentClubUK
— Ed Callow – freelance writer (@EdCallowWrites) February 25, 2020
A3. What they said. Conscience is King. #ContentClubUK
— Jonathan Wilcock – Senior Freelance Copywriter (@Jonathan50Wh4t1) February 25, 2020
A3. Can be a difficult decision. But sometimes you’ve got to stand up for your principles, or lose all self-respect. And moral compromises usually end up in a dark place… #contentclubUK
— Chris Guiton (@WealdWordsmith) February 25, 2020
A3: Say a firm but polite “no” and keep the faith that something better is just around the corner.
I remind myself that it only takes one email to turn your situation around, and it could land in your inbox at any point so don’t compromise and stay strong!#contentclubuk
— Felicity Wild (@flickwild) February 25, 2020
Others understand the moral dilemma and that the opportunity to turn work down at all means you’re in a privileged position, which is important to remember.
#ContentClubUK A3 2/2 Being able to turn down work because of a moral imperative is a very privileged position we should all be grateful of. Each to their own. Individuals must decide for themselves, but also must eat.
— copycontentwriter (@copycontentw) February 25, 2020
Lovely point. Yes, it’s a privileged position to be able to say No. I’ve had a few requests for things that feed addiction and stuff that I’ve seen break people, though, and I just can’t. No judgement on anyone else is the important bit!
— Amy Boylan (@amyboylanwrites) February 25, 2020
A3: If I can afford to, avoid, or pass on to somebody that will be more up for it if I can. I have only had this once and I was given a choice not to work on it so I took it. #ContentClubUK
— Helen Hill – UnlikelyGenius (@unlikelygenius) February 25, 2020
And sometimes you gotta do what you gotta do. And remember, it doesn’t have to be forever.
A3.
I used to work for morally bankrupt fast fashion retailers. For me, one of the main reasons for going freelance was to avoid working in conflict with ‘being-a-good-human-being-innit’.
— Sally Fox · Copywriter (@sallymfoxwrites) February 25, 2020
At least you’re honest 😂 I think a lot of people would. In the beginning, I wrote for some brands I’m not super proud of now. It’s much easier to choose based on morals when you have lots to choose from!
— Angela Rodgers (@angela__rodgers) February 25, 2020
If it was a legitimately dreadful business, like online gambling or live organ harvesting, *obviously* I wouldn’t take the job. But if it were something I personally take umbrage with, I’d get over myself for the pay check!
— Emma Cownley (@EJCownley) February 25, 2020
Yep. Especially if you have bills to pay. Ideally would never have to but needs & must. As long as you can sleep at night chalk it up to experience #ContentClubUK
— Freelance Fiona (@FreelanceFee) February 25, 2020
Katie’s yin and yang thinking in her response really stood out.
Yep. Especially if you have bills to pay. Ideally would never have to but needs & must. As long as you can sleep at night chalk it up to experience #ContentClubUK
— Freelance Fiona (@FreelanceFee) February 25, 2020
So, what would you do?
Fancy having a go at answering these three scenarios? You can leave your comments below, or add them to the threads on Twitter. By answering them you could help another creative freelancer who’s currently in one of these situations and needs a helping hand on how best to deal with it.
Join in with #ContentClubUK
It’s a really friendly bunch of people who gather each week for Content Club UK. And everyone is welcome. You don’t have to be in the UK.
All you need is:
- A twitter account
- Half an hour of time
- Be online at 11am GMT (Depending on time of year that’s 8pm or 9pm AEST if you’re in Queensland)
- BYO cuppa tea, coffee, beer or wine.
Would be great to see you there.
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