Managing Difficult Clients in Web Design
When Enough is Enough
As a website developer and business owner in the industry for almost 30 years, I’ve encountered my fair share of challenging clients.
While most client relationships are productive and professional, occasionally you meet someone who tests every boundary (and stretches every nerve!) of professional conduct.
Recently, I had an experience that perfectly illustrates why having clear policies and the courage to end toxic client relationships is crucial for your business – and your mental health.
The Red Flags
It often starts subtly. A client questions every decision, responds emotionally to minor technical glitches, or demands immediate attention for non-emergency issues. In my case, a single temporary link issue during a website transition sparked an aggressive phone call, accusations of incompetence, and demands for discounts – despite the issue being resolved within hours.
The real problem isn’t usually about technical issues at all. It’s about respect, boundaries, and professional conduct.
:Setting and Maintaining Boundaries
Stressed as it makes me at the time, I try to learn from every difficult/demanding client that crosses my path. You know the type – the ones who seem convinced the sun rises and sets purely for their convenience. The ones who seem to think you spend your days just waiting by the phone, desperate for their next request, ready to drop everything the second they grace your inbox. (Meanwhile, you’re juggling more projects than an octopus with a 100 point to-do list!)
Through my experiences over the years, I’ve developed (and continue to refine) my approach to client management and hope that by sharing it, it may help you too. So here goes:
1. Document Everything
- Keep detailed records of all communications
- Timestamp every interaction
- Save all email threads
- Record training sessions
Why?
Because Memory Is a Fickle Friend. Ever had a client swear blind they sent that crucial email “ages ago”, only to find it landed in your inbox approximately 27 minutes before their angry follow-up? Yeah, me too!
Here’s why documentation is your new best friend:
CYA (Cover Your Assets): When a client’s memory gets mysteriously selective about what was agreed upon, nothing beats pulling out timestamped evidence.
The “I Never Got That Email” Shield: Funny how emails get “lost” when they contain information clients don’t want to remember. Your detailed records are like a magical email-finding spell (that coincidentally always works).
Training Proof: We offer all clients for whom we have designed a website, Zoom training so they can maintain the basics of their website themselves (and keep costs down). Recording training sessions isn’t just about helping clients remember how to update their website – it’s about having solid evidence when they claim “nobody told me not to click that big red button marked ‘danger'”.
The Reality Check: When someone’s version of events starts sounding more like creative fiction, documentation turns you into a fact-checking superhero.
2. Establish Clear Terms
- Create comprehensive terms and conditions
- Have clients sign acknowledgment forms
- Clearly outline response times
- Define what constitutes an emergency
3. Protect Your Time
- Don’t accept abuse disguised as urgency
Maintain business hours strictly - Charge appropriately for emergency support
- Don’t provide free consultations outside agreed terms
The Breaking Point
Sometimes, despite your best efforts, a client relationship becomes untenable.
Watch for these warning signs:
• Emotional manipulation
• Constant criticism
• Disrespect for your time and expertise
• Refusal to follow agreed procedures
• Aggressive or bullying behaviour
You Don’t Have to Put Up With This (Really, You Don’t!)
Let’s get real for a moment.
As business owners, we often feel pressured to keep every client, thinking “well, they pay the bills” or “maybe it’ll get better.” But here’s the truth bomb:
Your Mental Health Isn’t For Sale.
No amount of money compensates for lying awake at 3 o’clock in the morning dreading tomorrow’s inbox. That knot in your stomach when their name pops up on your phone? That’s your body telling you something important.
Your Other Clients Deserve Better
The time and energy you waste managing difficult clients could be spent delivering exceptional service to those who appreciate it. Plus, you’re probably not doing your best work when you’re stressed and frustrated.
Your Business Won’t Collapse
In fact, it might thrive! Dropping toxic clients frees up space for:
- Better-paying projects
- Clients who respect boundaries
- Work that doesn’t require therapy afterwards
- Innovation and growth
- Actually enjoying your job (imagine that!)
Your Expertise Has Value
Remember, you’re not a punching bag with a keyboard. You’re a professional who has invested time, money, and effort into developing valuable skills. Clients who don’t respect that don’t deserve access to it.
The “But What If…” Factor
- But what if they leave a bad review? (Better than leaving your sanity)
- But what if they tell others? (They probably already do – nothing ultimately satisfies this kind of person)
- But what if I need the money? (A tough one and i’ve been there. All I can say its up to you but my experience has been that toxic clients often cost more in time and stress than they’re worth)
Remember: “No” is a complete sentence, and “This isn’t working out” is a valid business decision.
Your services are a privilege, not a right – and sometimes the best business growth comes from pruning the branches that drain your energy.
The Exit Strategy
I’ve learned that it’s okay – and sometimes necessary – to end a client relationship. Here’s how to do it professionally:
1. Document the Issues
• Keep records of problematic interactions
• Note any breaches of agreed terms
• Save all relevant communications
2. Create an Exit Plan
• Offer a clean break with clear terms
• Consider a discount if it means a quicker end
• Prepare handover documentation
• Set clear completion deadlines
3. Communicate Professionally
• Remain courteous despite provocations
– I find this one particularly difficult as I have a short fuse when it comes to unfair behaviour, so you’re not alone is you have difficulty doing this)
• Stick to facts, avoid emotions
• Provide clear next steps
• Document the conclusion of services
Prevention for the Future
My experiences over the years have taught me to implement stronger protective measures. But, as I’m writing this article in 2025 you can tell someone must have recently p!ssed me off in this regard! 🙂
Its an ongoing process. Clearly! But I have managed to put together a list of things below that have helped me (when I’ve heeded them) and will hopefully help you too:
1. Better Screening
• Trust your instincts during initial consultations
• Watch for red flags in early communications
• Don’t take on clients who question or don’t value your expertise
• Be wary of those who haggle over every cost
2. Clear Boundaries
• Set specific communication hours. (Even though I may occasionally check email after-hours, I have found that by responding at that point sets up an expectation that I’m available outside of regular office hours so I don’t) respond until the next morning.
• Define emergency vs non-emergency issues
• Establish response time expectations
• Maintain professional distance
3. Stronger Contracts
• Include clear behavioural expectations in your contracts and terms and conditions
• Define communication channels and response times
• Specify grounds for termination
• Detail payment terms and consequences
The Silver Lining
Difficult clients, while challenging, teach valuable lessons. They help us:
• Strengthen our policies
• Value our good clients more
• Recognise our worth
• Trust our instincts
• Protect our mental health
Remember: You’re Running a Business, Not a Therapy Session. The most important lesson I’ve learned is that it’s okay to say no to toxic client relationships. Your expertise, time, and mental well-being are valuable. While it’s important to be professional and helpful, you’re not obligated to endure abuse or disrespect.
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