[cchrvala]

I am a freelance medical writer and researcher and own my business with my spouse. Two of the biggest challenges I face include:

1.Getting my clients to clearly describe scope of work for my writing and research projects. I always establish contracts or LOA with project scope, timeline, due dates, and compensation defined but many clients seem to 'forget' about the parameters in these documents when I am working with them and they often push the envelope (also known as project creep). How do I set limits with clients in a professional, respectful way? In the past, when I have reminded clients of the contractual arrangements, they have been angry -- not always but sometimes.

2. My clients seem to think that I have only one project on which I am working and it is theirs and I am available 24/7. To some extent, this is my own fault because I probably convey the impression of 24/7 availability. But I also don't feel that it is professional to remind clients that I have multiple clients and projects and I must coordinate all of these into my work schedule. When a client is late with their feedback or deliverables or they change the scope of the assignment, there is a domino effect on all my other projects. How do I handle these situations?

Thank you.

[Chrissy Scivicque]

Hi there -
Great questions! It's very interesting to hear about your business as a freelance medical writer and researcher! And I'd love to give my input (for the two cents it's worth...)

Regarding the "project creep" issue: I think this is a problem that will probably always happen regardless of how clearly you establish the limitations beforehand. That being said, you'll need to always refer back to your initial contract throughout the process. If you want to absolutely stamp out any project creep, you'll need to be firm with this outline and establish up front that you will have to adjust costs when/if the project scope changes.

However, it's probably important to realize that many of your clients probably don't have a crystal clear understanding of the project scope until it really gets going. So you might want to build in a little flexibility when you establish the contract - for example, you might want to overestimate the time/research involved as a way to sort of "build in" a little allowance for project creep. This may be risky, as your prices may seem inflated in the beginning, but it will ultimately allow you to show some flexibility. Also risky in that a client who is given an inch will also often take a foot

Regarding the domino effect/multiple client issue: this is a fact of all jobs. Every client wants and expects to be treated as your only client. That is what I've always experienced in the workplace. And to be honest, I often find myself acting the same way towards my vendors. It's just the way people are - we're very focused on ourselves and our needs. So, with that in mind, I would say a few things. First, establish set business hours. If you are not a 24/7 business, don't give the impression that you are. Create a dedicated phone line for business and only answer it between your established business hours. Same thing for email.

The domino effect is something you will have to work hard to prevent. If one client causes an issue (delay, change in scope, whatever) it doesn't need to impact all clients. It needs to impact THAT client. If they are delayed in getting things back to you, why should you push off other clients who have been on time in their responses? Clearly outline from the beginning that delays on the part of the client will have a direct impact on your ability to meet deadlines for THEM. There has to be a way to maintain your priorities even when one client gets out of line. It's all about being straight forward with the client. Give realistic time lines and remember to "under promise and over deliver."

I hope some of this helps...These seem to be issues that most of us probably deal with on a regular basis in the workplace. I hope others have some input as well!

Best of luck to you!

[Libby Huffman]

I agree that every client wants to be treated like your only client. It's incredibly difficult to manage multiple clients especially in freelancing. When you have to rely on someone else to do your job, it becomes frustrating. It's probably a good idea to come up with some sort of project worksheet for your clients that will help them narrow the scope of the project and focus on what they need and want. Of course, every job will be different so you may have to tailor this worksheet differently for each, but it should help the two of you see eye to eye on things and have a firm understanding of what needs to be done by both of you. You could even add in due dates for the client to get materials to you. It can act as an outline for both of you to follow to completion.

As part of your contract, I definitely think inserting a provision for adjustments on the clients part as being an extra charge and will require an extension of the due date. When I was freelancing, I always included one revision for free, but anything beyond that would be an additional charge. That made sure the client got all of their issues with the project out at one time rather than having to keep revisiting it.

Freelancing of any sort is a very delicate balance. It's not easy, but if you stick to your guns while being service oriented, they should understand and appreciate your guidelines.