How to deal with difficult clients in your design business
Difficult clients are a reality of running any design business.
We all have those clients who push boundaries, send messages at all hours or expect more than was ever agreed upon. While it’s tempting to complain about them, the real question is:
How can we handle clients in a way that protects our sanity and keeps projects running smoothly?
Well it all comes down to client leadership - you need to take control from the start of the project.
Here’s how to do that…
1. Set clear expectations in your onboarding process
The way you onboard a client sets the tone for the entire project. If you don’t establish boundaries upfront, you’re leaving the door wide open for miscommunication and scope creep. One of the best ways to do this is by providing a Client Welcome Pack. This document should clearly outline:
Your working hours and response times for emails and calls.
Preferred communication methods (e.g., no text messages, emails only).
What clients can expect at each stage of the project.
Any other policies that help set professional boundaries.
When clients understand exactly how you work, they’re far less likely to overstep.
(Get my Client Welcome Pack HERE if you need a template for this).
2. Have a solid client agreement (contract)
Your client agreement is your safety net. If a client becomes truly difficult, this is what you’ll rely on to protect yourself and your business.
A common mistake designers make is piecing together contracts from the internet. The problem? They’re often missing key clauses or don’t comply with the relevant laws in your country. Invest in a lawyer-drafted client agreement - don’t DIY your legal work!
If you ever need to part ways with a client, this agreement will ensure you have a clear and legal path to do so without unnecessary stress.
3. Over communicate throughout the project
One of the best ways to manage client relationships is through consistent and structured communication. Many issues arise simply because clients feel out of the loop or unsure about what’s happening next.
Here are two simple ways to improve communication:
Send a weekly Friday email. This should include:
A project update (what’s been completed, what’s next).
Any issues or delays.
Who is responsible for what.
A summary of any outstanding decisions.
This small habit helps clients feel reassured and reduces unnecessary check-in emails.
Document everything. After meetings or site visits, send a follow-up email summarizing what was discussed and agreed upon. This protects you if clients later claim they were promised something different.
When you over-communicate, clients feel taken care of, and you maintain control over the project.
4. Maintain control over client interactions
Your role is to lead the project, not let the client dictate everything. This means setting clear boundaries about when and how clients can communicate with you.
If a client texts you on a Sunday afternoon, don’t respond immediately - reinforce your boundaries by sticking to your stated communication policies. Similarly, if a client tries to take control of the project by questioning every decision, remind them that you are the expert they hired. Stand firm in your recommendations and avoid being overly flexible just to keep them happy.
5. Know when (and how) to let a client go
Even with the best onboarding and communication, some clients are simply not worth the stress. If a client becomes too difficult - constantly pushing boundaries, refusing to pay invoices or making your life miserable - it may be time to walk away.
Your client agreement should outline clear exit clauses so that you can professionally and legally end the relationship if needed. The key is to remain firm, professional and confident in enforcing your boundaries.
Final thoughts
Difficult clients aren’t going away, but you can avoid most of the stress by setting boundaries, communicating clearly and leading your clients from the start.
Onboard properly and set expectations upfront.
Have a solid client agreement drafted by a lawyer (don’t use templates or DIY)
Communicate more than you think you need to.
Maintain control over client interactions.
Know when to walk away from clients who don’t respect your process.
By taking control of the client relationship, you’ll have far fewer headaches and a much smoother running business.
Thanks for reading and catch you in my next post :)
Clare x
Dr Clare Le Roy
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