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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Constant Client Phone Calls

47 replies

Debbierocket123 · 12/04/2021 17:31

Hello Mumnetters!
I am a freelance graphic designer and having trouble dealing with a client. She calls me between 6-10 times a day to "check in" with me on her projects. Sometimes I answer but sometimes I am busy with another client or on another meeting/call. I have communicated to her that I want to offer the best possible service but am oftentimes not available for ad-hoc phone calls and if she would like to arrange a daily catch up call at a certain time that would be the best way for me to efficiently get her work done on time, while also giving her peace of mind that I am meeting her deadlines. However she still continues to call me up to 10 times a day and I am at a point where the phone calls arn't the best use of my time and I need to get some actual work done for her and my other clients. I have tried everything I can think of to get these calls to stop but she still persists. Does anyone have any advice on what I can do? Thanks in advance ;)

OP posts:
Justgivemesomepeace · 12/04/2021 20:45

By answering her you're teaching her its ok to ring. She needs to learn that you will deal with her at an agreed time. Set clear expectations that you will have a catch up call at X time. Then dont answer to her at any other time. When you do speak I'd be bright and breezy and say something like ' Hi there, I saw you called. We agreed 4 for a catch up didn't we. So about A, B and C.....' If you're consistent she'll get the hang of it. At the and of the call, agree another time for a call so you are controlling it, not her.

MarshaBradyo · 12/04/2021 20:47

@Debbierocket123

Yes I have done that but she also calls me 2-3 times before the phone call to confirm we are still ok for the "catch up call" then continues to call me every hour for the rest of the day....do I simply not answer?
Blimey that is intense

Yes I think you have to put the call in the diary and not answer other times. Set phone to voicemail.

Debbierocket123 · 12/04/2021 21:17

She isn’t the one paying the bill so she doesn’t care. Her boss isn’t aware or doesn’t care how much money they are spending on me in fact her boss agrees with her way of working. In fact he thinks I should make myself available evenings and weekends because that’s his best time to communicate. I never would say this directly to him but that’s not really my problem🤷‍♀️

OP posts:
WiddlinDiddlin · 12/04/2021 21:53

Yep, charging her for calls won't work, she doesn't care as its not her money but many wouldn't care even if it was.

Tell her your telephone hours are X and Z and your phone is OFF between those hours, and then stick to it, it is the only way.

And you know, charge her a VIP rate... VERY IRRITATING PERSON...

Userg1234 · 12/04/2021 22:07

You have the typical problem of the person who doesn't realise that you have multiple clients and doesn't have enough to do so makes work.

The only solution is not to answer. Only speak at agreed time. Every time.

In relation to her boss who is the biggest problem in that he abuses his position and calls you at evenings and weekends. He/she is setting the example of not respecting suppliers. Tell him straight you have a home life and don't take calls out of hours or just don't take his calls...switch off your phone and if he asks why tell him that you don't take work calls out of hours

TheSockMonster · 12/04/2021 22:07

It sounds like they view you as an employee rather than a contractor.

I think I’d just send out a letter with my next invoice saying you will be working “off line” going forward in order to make best use of your time and will only be able to respond to emails between X and X plus 1 daily catch up call. Follow this up with an email and phone call to check they’ve understood, then get ready to do lots of ignoring...

Cherrysoup · 12/04/2021 22:15

Seriously, don’t pick up the phone. Be consistent, she’ll get the message. Alternatively, actually speak to her and tell her it’s untenable going forward. Are her calls useful/adding to your work? If not, ignore her. You’re enabling her by answering.

Debbierocket123 · 12/04/2021 22:36

I’ve spoken to her directly, sent emails and changed my voicemail message informing of the best way / times she can get hold of me via emails or phone calls. Her calls are usually confirmations of giving and exiting of emails. Sometimes she informs me of new work but this is always followed by an email anyway.

OP posts:
1980tastic · 12/04/2021 22:53

Would she expect a doctor to be communicating with other patients while trying to do a medical appointment with another patient?

Would she expect a police officer to answer phone calls while out investigating in the field?

What about a therapist taking client calls while working with other clients?

Does she even understand what you do, how you work (that she's not a fellow employee, you're a supplier to her company as a freelance)?

Not rhetorical questions, she may need it to be spilled out what the normal way of working is.

What you have described would be untenable for most freelancers - if you're saying they're 30% of your client base, she's acting like she has 100% of your work hours on call.

You need to politely and bluntly set her straight. Coupled with rigorous and unrelenting boundary setting i.e. do not answer her calls outside agreed next catch up times, and ignore voicemails between catch ups. Call her out on it if left "no I haven't listened to your voicemail, we agreed to catch up now at 4. So shall we crack on or was your message more important?"

If that doesn't work, you need a "rules of engagement" session with her and the invoice payer. And you need to decide whether to charge them as if you're on an on call rate, or fire the client.

Why are you giving her 100% availablity when they're paying for 30% of your time? You need to put your business head on because this is nuts even if you were an extrovert who likes chatting.

Ignore an poster suggesting you drop hints or make a joke - it's unprofessional, just deal with it as a business problem, she's not a mate, you are a supplier.

ZZTopGuitarSolo · 12/04/2021 23:51

My policy with clients like this is that I will dedicate certain blocks of time (hours, days, whatever) to their project, and I will let them know that I'm available to be contacted during those times. They can call me as often as they like during that time, but they will be charged for my time.

I quite often do work on their project during other times, but I don't take their calls (or attempts to chat via FB messages - those drive me INSANE) during anything other than the assigned blocks of time.

They are welcome to call and leave messages. I refuse to take any important information via text - if they do text me I'll ask them to email the info.

I am responsive and good at working with clients, but with some of them you have to set rules of engagement, then enforce them firmly.

Justilou1 · 13/04/2021 00:48

Just don’t answer her calls. Send her a stock text message. “I am not currently taking calls as it interrupts my creative process.”
Return her calls only at set times. Continue to charge her.

Debbierocket123 · 15/04/2021 16:34

I’ve told her this before and she still calls. I’ve taken to just ignoring her and reminding her of o daily catch up time and that I need to get my head down and work. I explained in the most professional way I could think that if she has urgent projects they will take twice as long if I am constantly checking in. I’ve been doing this job for nearly 15 years so she should trust me that I’m on it and I know what I’m doing. I’ve never let a client down. In this scenario however, I feel like I am letting her down and it’s still stressing me out.

OP posts:
GrimDamnFanjo · 15/04/2021 16:54

I have an online booking system where clients are able to book into time slots if they need to speak to me.
If a time is booked I am not free.
I have a call answering service operating on my main number who take messages for me.
You need to train this client to use your system or she will have a negative impact on your life.

LyingWitchInTheWardrobe · 15/04/2021 17:01

Do you have a written client 'brief', Debbierocket? This is what I would be obtaining from her - and every time she rings you, send it back to her for her comments and sign off that it is still what is required. Every time.

Charge for changing the brief. Every time.

If it really gets to the point where you're dreading her calls - and 1st thing/last thing sounds good advice, then ask her why she doesn't trust you to do the work she has asked for? You've nothing to lose, even if it is a third of your income.

Can you line up one or more additional clients to take her place? I would be doing that and I would give her an ultimatum to stop it or leave. You must be wasting hours and hours on this pointless questioning. Has she nothing to do?

LyingWitchInTheWardrobe · 15/04/2021 17:02

GrimDamnFanjo's booking system sounds excellent. You could just put this particular client on it, OP, block out all the other slots. Who's to know?

MarshaBradyo · 15/04/2021 17:03

@GrimDamnFanjo

I have an online booking system where clients are able to book into time slots if they need to speak to me. If a time is booked I am not free. I have a call answering service operating on my main number who take messages for me. You need to train this client to use your system or she will have a negative impact on your life.
This system sounds good
goodnessidontknow · 15/04/2021 17:08

I would invest in an answering service 🙂 honestly they don't cost the earth and it takes you out of the stress loop without losing a human touch.

Jobseeker19 · 15/04/2021 17:11

Block her phone number everyday except for one hour before you are due for a catch up.

ZZTopGuitarSolo · 15/04/2021 19:37

@Debbierocket123

I’ve told her this before and she still calls. I’ve taken to just ignoring her and reminding her of o daily catch up time and that I need to get my head down and work. I explained in the most professional way I could think that if she has urgent projects they will take twice as long if I am constantly checking in. I’ve been doing this job for nearly 15 years so she should trust me that I’m on it and I know what I’m doing. I’ve never let a client down. In this scenario however, I feel like I am letting her down and it’s still stressing me out.
It sounds like you can't change her behaviour but you can change how you react. You're not letting her down, and there's no need to get stressed out because you're not living up to her completely unreasonable expectations.
notanothertakeaway · 15/04/2021 19:55

@GrimDamnFanjo

I have an online booking system where clients are able to book into time slots if they need to speak to me. If a time is booked I am not free. I have a call answering service operating on my main number who take messages for me. You need to train this client to use your system or she will have a negative impact on your life.
This sounds like a good system

When you are self employed, it's really important to keep your clients happy, and at least you are being paid for these calls. But, if it's not working for you, you need a better system

That said, is there a risk you lose them as a client if you're not available? And would that be a problem?

In my previous job, I had a client who phoned a LOT. As a result, her bills were higher than they needed to be. She was aware of that, and didn't mind. So, she got the peace of mind she wanted, and I was paid for my time speaking to her. All good

Debbierocket123 · 16/04/2021 08:48

Great idea, I will encourage her to use a management software I use with other clients but I’ve tried this before and no one used it lol. I want to keep her happy but a big part of my job requires a fair bit of concentration and being able to keep track of where I am within a complicated report for example. I will continue to push the issue and ignore the rest of her calls unless scheduled.

OP posts:
GrimDamnFanjo · 17/04/2021 17:29

Thanks @notanothertakeaway
I developed it after a lot of client related pain...

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