freelance-client-ops

# Freelance Client Operations

Run the business side of creative work smoothly.

## Client Lifecycle

```
Lead → Qualify → Propose → Negotiate → Contract → Deliver → Invoice → Maintain
```

---

## Qualifying Clients

### Discovery Questions

**About the project**:
- What are you trying to accomplish?
- What does success look like?
- What's driving the timeline?
- What have you tried before?

**About the client**:
- Who are the decision makers?
- What's the approval process?
- How do you prefer to communicate?
- Have you worked with freelancers before?

**About logistics**:
- What's your budget range?
- What's your ideal timeline?
- What assets/access will you provide?
- Are there dependencies on other teams?

### Red Flags

| Red Flag | What It Signals |
|----------|-----------------|
| "We don't have a budget" | Unclear if they can pay |
| Urgency without flexibility | Scope creep incoming |
| Can't articulate goals | Moving target |
| Many stakeholders, unclear ownership | Decision paralysis |
| "We'll figure it out as we go" | Scope creep |
| Pressure to skip contract | Unprofessional |
| Bad-mouthing previous freelancers | Pattern likely to repeat |

### Qualification Checklist

- [ ] Clear project scope
- [ ] Realistic timeline
- [ ] Confirmed budget range
- [ ] Decision maker identified
- [ ] Good communication so far
- [ ] Payment terms acceptable
- [ ] Values aligned

---

## Pricing

### Pricing Models

| Model | Best For | Pros | Cons |
|-------|----------|------|------|
| **Hourly** | Uncertain scope, ongoing work | Simple, flexible | Penalizes efficiency |
| **Project-based** | Defined deliverables | Predictable for both | Scope creep risk |
| **Retainer** | Ongoing relationships | Steady income | Can feel like employment |
| **Value-based** | High-impact work | Highest potential | Harder to sell |

### Calculating Rates

```
Annual salary desired: $100,000
Billable hours (50% of time): 1,000 hours
Benefits, taxes, overhead: +30%

Hourly rate = ($100,000 × 1.3) / 1,000 = $130/hour
```

### Project Pricing Formula

```
Estimated hours × hourly rate × complexity multiplier + expenses

Complexity multiplier:
- Simple, familiar: 1.0
- Moderate complexity: 1.25
- Complex, new territory: 1.5
- Rush job: 1.5-2.0
```

### Pricing Communication

> "Based on the scope we discussed, this project would be $X. That includes [deliverables] and [rounds of revisions]. Timeline would be [X weeks]."

Don't apologize for your rates.

---

## Proposals

### Proposal Structure

```markdown
# Proposal: [Project Name]
Prepared for [Client] by [Your Name]
[Date]

## Understanding
[Restate their problem/goal in your words]

## Approach
[How you'll solve it]

## Deliverables
[Specific outputs they'll receive]

## Timeline
[Milestones with dates]

## Investment
[Pricing with payment schedule]

## About [You/Your Company]
[Brief credentials relevant to this project]

## Next Steps
[How to proceed]

## Terms
[Validity period, assumptions]
```

### Proposal Tips

- Lead with their problem, not your services
- Be specific about deliverables
- Include timeline with milestones
- Show you understand their context
- Make it easy to say yes

---

## Contracts

### Essential Contract Elements

```markdown
1. PARTIES
   Names and contact info

2. SCOPE OF WORK
   Specific deliverables
   What's NOT included

3. TIMELINE
   Key milestones
   Dependencies on client

4. COMPENSATION
   Total amount
   Payment schedule
   Payment terms (Net 15, etc.)
   Late payment penalties

5. REVISIONS
   What's included
   Cost of additional revisions

6. INTELLECTUAL PROPERTY
   Who owns what, when
   License terms

7. CONFIDENTIALITY
   What's protected
   Duration

8. TERMINATION
   Kill fee / cancellation terms
   How either party can exit

9. LIABILITY
   Limitation of liability
   Indemnification

10. GENERAL
    Governing law
    Dispute resolution
    Signatures
```

### Key Clauses

**Scope creep protection**:
> "Work outside the scope defined above will require a separate agreement and additional compensation at my standard rate of $X/hour."

**Payment terms**:
> "Payment is due within 15 days of invoice. Late payments will incur a fee of 1.5% per month."

**Kill fee**:
> "If Client terminates this agreement before completion, Client agrees to pay for all work completed plus 25% of the remaining contract value."

**IP transfer trigger**:
> "Intellectual property rights transfer to Client upon receipt of final payment in full."

---

## Project Management

### Kickoff Meeting

Agenda:
1. Confirm scope and deliverables
2. Identify all stakeholders
3. Establish communication cadence
4. Review timeline and milestones
5. Confirm access and assets needed
6. Define approval process
7. Questions

### Communication Cadence

| Frequency | Format | Content |
|-----------|--------|---------|
| Daily | Async (Slack/email) | Quick questions |
| Weekly | Status email | Progress, blockers, next steps |
| Milestone | Call/video | Review, feedback, decisions |
| As needed | Call | Complex discussions |

### Status Update Template

```markdown
## Weekly Update: [Project Name]
Week of [Date]

### Completed This Week
- [Item]
- [Item]

### In Progress
- [Item] (X% complete)

### Blocked / Needs Input
- [Item] - waiting on [what] from [whom]

### Next Week
- [Item]
- [Item]

### Timeline Status
[On track / At risk / Behind]

### Budget Status
[X hours used of Y budgeted]
```

### Scope Change Process

1. Client requests change
2. Assess impact (time, cost, timeline)
3. Document change in writing
4. Get written approval before starting
5. Update contract/SOW if significant

> "I'd be happy to add [feature]. That would add approximately [X hours/$X] to the project and push the timeline by [Y days]. Want me to prepare a change order?"

---

## Invoicing

### Invoice Elements

```
[Your Business Name]
[Address]
[Email]

INVOICE #[Number]
Date: [Date]
Due: [Date]

Bill To:
[Client Name]
[Client Address]

----------------------------

[Description]                    [Amount]
Project: [Name]                  $X,XXX.XX
  - [Phase/deliverable]
  - [Phase/deliverable]

----------------------------
                     Subtotal:  $X,XXX.XX
                          Tax:  $XXX.XX
                        TOTAL:  $X,XXX.XX

----------------------------

Payment Terms: Net 15
Make checks payable to: [Name]
Or pay via: [Link to payment]

Thank you for your business!
```

### Payment Terms

| Term | Meaning |
|------|---------|
| Net 15 | Due in 15 days |
| Net 30 | Due in 30 days |
| Due on receipt | Due immediately |
| 50/50 | 50% upfront, 50% on completion |
| Milestone-based | Payment at each milestone |

### Getting Paid

- Invoice promptly
- Make payment easy (multiple options)
- Follow up on Day 1 past due
- Have a late payment policy
- For larger projects: deposits + milestones

---

## Difficult Situations

### Scope Creep

> "That's a great idea. It's outside our current scope, but I can add it for $X. Or we could swap it for [something currently in scope]. Which would you prefer?"

### Late Payment

> "I noticed invoice #X is now [Y days] past due. Could you let me know when I can expect payment? Per our agreement, I'll need to pause work until the outstanding balance is resolved."

### Unhappy Client

1. Listen fully without defending
2. Acknowledge their frustration
3. Identify the specific issue
4. Propose solution
5. Follow up in writing

### Firing a Client

> "After reflection, I don't think I'm the right fit for this project going forward. I want to ensure a smooth transition—here's what I've completed, and here are my recommendations for next steps."

---

## References

- `references/contract-template.md` - Full contract template
- `references/proposal-template.md` - Proposal template
- `references/email-templates.md` - Client communication templates