What do you do when a client's already paid you but goes silent?

You’ve got questions and I’ve got answers! This blog is based on a question someone sent me inside Pop Club.

Here’s the freelancer’s question:

What do you do when a client's already paid you but goes silent?

I have a client I write one blog per month for and when she approves it, I add it to her website and publish it for her.

In January, she never got back to me when I sent her the first draft. She didn't respond, so I followed up, and nothing.

She paid the invoice for February, so I emailed her with the topic idea for this month's article. Nothing. Followed up. Nothing.

So now I haven't published January's article, and I can't start February’s. But she paid for both months. How many times do I follow up???!

Oof that's frustrating! There are two things I use to determine what I would do in this situation. Let’s dive right in.

1. Protect yourself

I have a couple clauses in my contract that protect me in this situation:

#1 Communications clause

We will manage the project via email or a project management tool of our choice, which will log the majority of our communications. The client agrees to respond to any assigned tasks or requests from [INSERT YOUR BUSINESS NAME OR FULL NAME HERE] within 5 business days.

#2 Non-response Clause

If for any reason [INSERT YOUR BUSINESS NAME OR FULL NAME HERE] does not receive program decisions or deliverables from Client within 5 or more business days after contractor inquiry, [INSERT YOUR BUSINESS NAME OR FULL NAME HERE] may require a check-in meeting to determine the adjustment of deadlines and a re-signing of the agreement under amended terms.

These clauses allow me to either end the contract when a client is non-responsive or disruptive to my schedule or renegotiate the contract if they want to keep working together.

2. Feelings: Yes, they do matter – even in business

Take a minute to ask yourself:

1. How annoyed am I? Why am I annoyed? Really, tho, why?
2. Do I need this gig or could I replace it with something else?
3. Do I want this gig?
4. What is my limit? How long do I want to put up with this?

Be focused. Take out your journal or go for a walk to think about these things. This will help set you up for the best course of action for you and your business.

3. Choose your own adventure.

Depending on how disruptive the client’s lack of response is for me, I would:

• follow up weekly until they're back on track, and then get the work done when I can
• deprioritize their contract until they're ready to get back on track
• require short 20-minute accountability check in calls to ensure they show up (if I need them involved in the project on a regular basis)
• end the contract citing clauses 1&2

But this is your business. Do it your way.

Here are some emails you can send to resolve the issue:

Follow up without ending the contract:

Hey [client],

I haven’t heard from you in [# of days]. I’d love to get the blogs for January posted and start on the blogs for February.

I need to hear back from you by [date] to get these done wihtin the month of February.

If I don’t hear from you by then, I’ll need to make modifications to our working agreement and deadlines in order to continue fitting this into my schedule.

I hope you’re well,

[Your Name]

Deprioritize the contract:

Hey [client],

Since I haven’t heard from you in [# of days]. I am deprioritizing this project until you’re ready to get back to work.

Please let me know when you have the capacity to approve topics and articles again and I’ll add you back into my schedule.

I’d love to keep working together, but I need timely responses in order to do my job well and meet our deadlines. I’m happy to meet your where you’re at whenever you’re ready again.

I hope you’re well,

[Your Name]

End the contract:

Hi [client],

Since I haven’t heard from you in [# of days]. I am ending our contract.

As you’ll see in clauses [your contract section numbers]:

#1 Communications clause

We will manage the project via email or a project management tool of our choice, which will log the majority of our communications. The client agrees to respond to any assigned tasks or requests from [INSERT YOUR BUSINESS NAME OR FULL NAME HERE] within 5 business days.

#2 Non-response Clause

If for any reason [INSERT YOUR BUSINESS NAME OR FULL NAME HERE] does not receive program decisions or deliverables from Client within 5 or more business days after contractor inquiry, [INSERT YOUR BUSINESS NAME OR FULL NAME HERE] may require a check-in meeting to determine the adjustment of deadlines and a re-signing of the agreement under amended terms.

I’ve enjoyed working together, but I need timely responses in order to do my job well and meet our deadlines.

No further action is needed from you at this time but please feel free to reach out with questions if you have any.

I hope you’re well,

[Your Name]

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