The ProCopywriters Code of Practice emphasises communication: “Communicate honestly about scope, timelines and deliverables” and “Respond to client communications in a reasonable timeframe.”
Good client management is about building relationships based on trust, clarity and professional behaviour. It makes your work easier and your business more sustainable.
Client management defined
Client management means proactively setting expectations, communicating clearly, and maintaining professional boundaries throughout a working relationship, not just reacting when something goes wrong.
Most client issues come from mismatched expectations. Set them clearly from the start:
Don’t promise what you can’t deliver. It’s better to set conservative expectations and exceed them than to disappoint.
The kickoff call
Even a brief call at project start can prevent misunderstandings. Hearing tone and asking questions in real-time builds relationship and clarity.
How you communicate affects client relationships significantly:
Receiving feedback on your work is part of the job. Handle it professionally:
Thank them for the feedback and make the changes.
They know their business context better than you. Sometimes feedback that seems wrong is actually right for their context. Pick your battles.
If a client insists on something you think is wrong, note your concern in writing. This protects you if issues arise later.
Sometimes things go wrong. Handle difficulties professionally:
“That’s not in the original scope, but I can do it for an additional £X. Would you like me to quote for that?”
“I need the brief by Friday to meet the deadline. If that’s not possible, let’s discuss adjusted timelines.”
Stay calm. Explain what’s possible. Offer alternatives. Don’t agree to things you can’t deliver.
Follow your agreed terms. Send reminders. Stop work if necessary. Be professional but firm.
You don’t have to accept abuse. Address it directly: “I want to resolve this, but I need us to keep this professional.”
Red flags
Constant scope changes, slow payments, dismissive communication, unrealistic demands, stress-inducing exchanges — these are signs of a problematic client relationship. Trust your instincts.
Sometimes the right thing is to stop working with a client:
“I’ve enjoyed working with you, but I’m not going to be available for future projects. I’d be happy to recommend other copywriters if that would help.”
Good client management is about building professional relationships based on clear communication, mutual respect and delivered value.
Most problems can be prevented with good expectation-setting. When issues do arise, handle them calmly, professionally and in line with your agreed terms.