Toxic Client. Garrett Sutton

away from her and stopped interfering so she could do her work.

      Otherwise, she would not hesitate to leave.

      By this time, the director had been keeping a close eye on Welch, and realized that Pauly had been up to dirty tricks. She apologized profusely for having exploded at Welch over the photo shoot, and begged Welch not to quit.

      From then on, James took Welch to lunch every so often to make sure everything was going OK, and to gain insight into the work habits of her subordinates.

      Interestingly, although it took some time, the resort’s general manager had taken note of Welch’s work on the redesign and was blown away. The simplified logo, new colors, updated brochure, the photo shoot … the entire re-branding effort was remarkable. The Thunderdome now had a bold new look.

      And when Welch’s three-month contract was up, she was offered a permanent position in charge of continuing the redesign and other updates. Welch accepted the offer, optimistic about the improvements she had seen in the environment in recent weeks, but the arrangement only lasted a month and a half. The work environment continued to be stifling, and the undercurrent of office politics remained dispiriting.

      When Welch resigned, the department director understood. “I knew this was going to happen,” James told her. “You are so beyond here.”

      Welch had no regrets about leaving the Thunderdome and resuming her freelance career. And she is proud of how she handled the conflict with Pauly.

      “What I have learned is that sometimes it takes being honest and harsh at the same time. It’s not about being mean—it’s about staying strong and true to your business. And that’s how you last as a business.”

      As mentioned earlier, it’s important to know the lay of the land when dealing with clients. What kind of situation are you walking into? Have you paid attention to the signals and listened carefully? Welch knew that the department’s employees had been there a long time, and that their efforts were stale. That was a sign that people would be resistant to the change she brought with her.

      Are you headed into a situation where the client will try to take advantage of you because you are new? Are you headed into a politically charged environment where employees are trying to protect their jobs, and will tear you down to build themselves up? Liars and cheaters are everywhere. By knowing the political and ethical landscape you are in, you will be more able to anticipate them.

      Your lawyer, accountant and other professional contacts may also know about the reputation of certain clients. While attorneys have ethical rules as to talking about their own clients, many know the reputation of their non-clients. And most other professionals are aware of the bad actors in town.

      Case No. 8: The Excavator