Frustrated with a client. Need advice.

[#1]

I've been working with this client for over a year. Our workflow was basically: I send them ideas for stories/posts, the reviewed the ideas and picked what they liked, then I flesh out the ideas into full stories/posts. In the beginning, things were fine. I got regular, steady work. The client was communicative and worked with my schedule. Things started falling apart this year when the company had me communicating with someone else. Didn't bother me at first, but expectations started to change quickly. They wanted longer stories, then shorter stories, then the stories broken up a certain way, some elements added, others taken away. They even tried to poach me off the platform once. Communication over the last few months has been spotty at best. When I asked about the review process, they told me it's takes them 3-5 business days to review freelancer's work. In most cases it took something like 6-7 business days. One time the accused me of leaving a crucial element out of a story, when it was there and I sent screenshots of the doc to show them it was there. I've been walking on eggshells ever since.

My breaking point came about 3 weeks ago. I completed some work for them and they completely ghosted me. Thankfully the milestone was activated so upwork paid me after the 14 day moretorium. I messaged the client to say I think we should end the contract. Two days later, they message me: "why." Written just like that. No explanation for their abscence or anything. So I laid out all my frustrations mostly the same as what I've said here.  I also told them I was going to end the contract in late August because I'm going back to school.

All the said was something like: "Sorry we've been working on an automation bot that's why communication has been bad." I pointed out to them that they didn't adress any of my other concerns and they said: "the bot's the reason things have been weird."

So I asked them about the other ideas I sent them (like 5 weeks ago). my exit strategy was to write up any of the ideas I'd already turned in, then end the contracts on hopefully good terms. i was trying to be as amicable as possible because I've heard stories of clients abusing the review system to get back at freelancers. They messged me this morning and said they were still reviewing them, then asked me for a whole bunch of revisions on the last story I did (which I was already paid for). 

It's really frustrating because I have one foot out the door already and they're not listening to or adressing any of my core concerns. The lack of communication and ever-changing exacting expectations are another. Should I just end the contract now? or try to get them to acknowledge/adress my concerns? I just don't want this to end badly.

[#2]

No one can decide on your behalf. Calculate all exit options and go ahead. All consequences are well known and been discussed here so many times. 

[#3]

Not in this thread. Why does it hurt to include all options?

[#4]

Major Reasons Why Projects Fail:

• Substandard Work from the Freelancer: This does not appear to be the case here.
• Client No Longer Needs the Work: The project's relevance or priority may have changed.
• Client is Out of Business: The client’s business operations have ceased.
• Client Acquisition: The client’s company has been acquired by another entity.
• New Management or Managers: This appears to be your situation and is a common occurrence.
• Internal Hiring or Alternative Outsourcing: The client decides to handle the work internally or hires another external party.

One of the most significant challenges for freelancers is when the key person you were working with leaves or is no longer with the company. New personnel often seek to implement changes, regardless of the previous performance quality. Even if you delivered impeccable work, the new individual may choose to make different decisions, often to assert their presence and capability.

[#5]

Yeah I think that's the issue here. The clients expectations have changed a lot and things are a lot more rigid. They tell me I have creative freedom as long as I follow their guidelines (these change VERY often), and I give them a detailed outline, (which they approve) before I start the meat of the work. Then after the work is done they come back and ask for extensive revisions that honestly could've been worked out in the outline phase. I guess I'll just have accept whatever consequences and end the contract.

[#6]

You can keep working with the client until you find a new one or just end it.

[#7 · Accepted solution]

I don't see why it's a problem for them to take as long as they want to review your work. Can't you get some other clients to help fill up your time? Or, why not suggest an hourly contract so that you get paid once a week, and also get paid for any revisions that you're doing?

If things really have fallen apart and you just want out, it's unfortunate that you went into detail about your frustrations instead of just using the back-to-school excuse, because I do think that you've got a higher risk of getting a bad review now, and since it'll be your ONLY review, it'll impact your ability to get new clients. Can you hang on a bit longer, and get some new clients with good reviews? If you can manage to become top-rated before the end of August, then you'd be able to close the contract with the bad client and get bad feedback removed; after that, it'll be impossible because Upwork is changing their policy. It would help to attract new clients if you add a portfolio and write a better profile overview, too (you've misspelled the word "published" BTW).

[#8]

Thank you so much for your advice! I think I'm going to figure out a way to end things amicably. I agree with you that my porile needs some brushing up. I added in two samles, and I'm going to mull over a new profile interview.

[#9]

I don't believe Top Rated freelancers have the ability to remove bad reviews anymore. I think I read it here awhile back, and it isn't listed on the benefits page below.

https://support.upwork.com/hc/en-us/articles/211068468-Top-Rated

ETA: Here's a thread about it as well: https://community.upwork.com/t5/Freelancers/Changes-in-feedback-removal-policy/m-p/1608338#M852589

[#10]

You have until September to use the Feedback Removal tool.

[#11]

Oops. I forgot that Upwork actually gave proper notice on that change. Thanks for correcting me. 

I think it's risky to rely on getting Top Rated and being able to remove specific feedback in the next few weeks, but he does have some time.

[#12]

Incorrect. Read Rekha's post or the article.

[#13]

Have until september to use it. if you have not already done so, may be a good time to close out some of those contracts youy have had in the background which are not live, so you can use it if needed.

[#14]

I posted here the other day about how I'm at my wits end with a client. This client ghosted me for 2 weeks after I delivered work (upwork paid me the money for my work), and only responded after I asked to end the contract. When they asked why I listed out a bunch of reasons including lack of communication (which is honestly a deal-breaker for me), ever changing and exacting expectations, gaslighting, and the fact that I'm going back to school so I won't have time for upwork. They adressed one of my concerns and ignored the others while repeating the excuse that they're working on something else behind the scenes. They could've easily sent me a message and said: hey we're a bit busy right now but we'll get back to you soon.

Mind you, I could never ghost them or deliver work late, sometimes on the day my work was due, they'd message and say: "where's XYZ, we need this by end of day." Now that I'm at my limit, they're asking for revisions on the work upwork paid me out for and saying if I don't deliver said revisions they want their money back. I'm ready to just get off this platform altogether. I'm so tired.

ETA: During the time they were ghosting me, they actually put out a few job listings, so it's not like they weren't on the platform at all.

[#15]

Look, I completely understand where you're coming from. I've been feeling exhausted too, especially because I've noticed for a while now that clients are often prioritized over freelancers. The issue is that it's becoming challenging to work (recently with expensive connections and clients not even viewing applications, and the list goes on), but when problems arise, it's us who bear the consequences, regardless of who's at fault

[#16]

Thank you. It's nice to see a community that has each other's backs ❤️ It is frustrating to see that Upwork doesn't do much to protect their freelancers. I was going to leave in a month but if my other proposals fall through, I may just leave early.

[#17]

Job done and paid. No reason for refund.

You can do changes but for additional money. If you want.

Look like you want no more deals with client. Close contract yourself and forgot.

[#18]

Thank you for your advice!