Navigating Choppy Waters: Dealing with a Difficult Client as a Professional Resume Writer

As a professional resume writer, I have had the privilege of helping 1000’s of individuals to craft compelling resumes that open doors to their ideal careers. However, in this journey, I've also encountered some challenging clients – it’s inevitable. One particular experience stands out as a valuable lesson in maintaining professionalism, setting boundaries, and handling difficult clients with grace – and I feel that the lessons I took from it will be valuable for you, fellow resume writer!

It all began with a simple enquiry from a potential client seeking my resume-writing services. They were looking to land a job that was a promotion in their field, and emphasised the need for a stellar resume to get them there. Our initial conversation went well, and I was eager to help them on their journey. However, little did I know that this client would test my patience and professionalism in more ways than one.

1. The Request for a Discount

One of the first red flags in this client relationship was their request for a discount. While I understood that everyone has budget constraints, my pricing was based on the value I provided and the expertise I brought to the table. At this stage I had introduced payment plans to accommodate budgeting, but instead I reluctantly agreed to a discount, hoping this would cement a good working relationship.

What Went Wrong: I failed to clearly communicate the scope of my services and the value they would receive, leading to the client expecting a discount right off the bat. This set a precedent for future issues in the project, and I felt resentful from the start.

2. Ignoring Scope of Practice:

Once we started working on the resume, the client began requesting services beyond the scope of what I had initially agreed to. They wanted career coaching, interview preparation, and even advice on job searching strategies – and continued to call me to “just ask a quick question about…”. While I am well-versed in these areas, they were not part of our initial agreement.

What Went Wrong: I didn't set clear boundaries regarding the scope of my services, allowing the client to expand their demands. This blurred the lines between resume writing and career coaching, causing confusion and frustration. While I am all for providing tips and often work to the ‘surprise and delight’ concept of customer service, this client was moving beyond a few tips here and there. I was investing more time and energy, and the transaction was becoming very one-sided.

What I should have done: here is a script I have since written and stuck to my computer with a sticky-note: “That’s a great question – I’d love to support you with this. With our interview coaching service, I can go through this in better detail to make sure it’s correct advice for your situation. I’ll send you a link to book that one in as soon as we’ve finished this call.”

3. Disregarding Work Hours

The client also had little regard for my work hours and personal time. They would send messages and revision requests at all hours of the day and night, expecting an immediate response. A few days in, I received an email approximately 6pm, and by the time I checked my emails at 9.30am the following day, I had a snarky “too busy for me?” follow up message in my emails. They had also sent me a private message on Facebook to check my emails during the evening, which although I ignored it, it frustrated me.

This constant intrusion into my personal life added stress to an already challenging situation.

What Went Wrong: I didn't establish clear communication guidelines and work hours, and turnaround times for responses. As a result, I felt pressured to respond promptly, even during my off-hours. If this happens in the future, I will respond to the Facebook message and say, “thanks for letting me know. I will be checking my emails again when I get into my office at (time/day).”

4. Excessive Revision Requests:

Another major issue arose with the client's numerous revision requests. This client would request a change, then request it changed back again. They also consistently went against my advice regarding layout and achievements on their resume. This not only prolonged the project but also tested my patience and commitment to delivering a quality product. Even though I have a clear 100% satisfaction guarantee, I was not strong enough to provide firm responses.

What Went Wrong: I didn't set clear expectations regarding the revision process and allowed the client to mess around with revisions. This resulted in an unreasonable amount of back-and-forth. I should have stated that given the amount of changes, I would only be able to refine one more time before finalising the project, and referred to my “fair go” policy in the client agreement. 

5. Ignoring Expert Advice:

As I touched on in the previous point, perhaps the most frustrating aspect of this client relationship was their tendency to seek my expert advice and then completely disregard it. They would ask for recommendations on resume content, formatting, and job search strategies, only to dismiss my suggestions in favour of their own ideas.

What Went Wrong: I knew some of the requests went against best practice, and I failed to articulate why these changes would inadvertently disadvantage her. In turn, I was failing to assert the importance of my expertise and the value of my advice.

In hindsight, dealing with this difficult client taught me valuable lessons in professionalism and client management. It emphasised the importance of clearly defining scope of practice, setting boundaries, and managing expectations from the outset. While it was a challenging experience, it ultimately made me a better resume writer and communicator.

In the end, I completed the project to the best of my abilities, but it served as a reminder that not every client relationship will be smooth sailing. By learning from this experience and implementing better client management practices, I've been able to provide exceptional service to my clients while maintaining my own sanity and work-life balance. Remember, sometimes it's not just about creating a great resume; it's also about navigating the client relationship with professionalism and grace.

Need help with your business processes and policies? You can book a 1:1 mentoring session with me here.