Ready responses to typical problems — calm, written, with numbers
'It's just a small thing, do it quickly'
Script: 'Happy to help! That's outside the current scope — I estimate [X] hours / [amount]. Confirm and I'll add it to the sprint' — unpaid extras eat margin and earn zero respect.
Endless revisions
Prevention: contract has 2 revision rounds, then hourly. Script: 'This is round 3 — from here it's [X]/hour. Alternative: consolidate all wishes into one doc and I'll give a fixed quote'.
Disappearing client
Script: 'Pausing the project on [date] due to no response. On return — I'll need [X] days to ramp back up, the deadline shifts'. Log pauses in writing — otherwise the delay becomes yours.
'Do it now, we'll evaluate later'
Script: 'I work on: agreed scope → milestone payments. If that doesn't fit — I'll refer colleagues' — 'do it on trust' work ends in free labor.
Aggression and disrespect
Script: 'Happy to discuss substance — in writing. I won't continue in this tone' — then document in writing. Chronic aggression = grounds to terminate with payment for work done.
Exiting a toxic project
Script: 'Ending the engagement per contract [clause]: completed work is payable, I'll hand over [artifacts]. Last working day — [date]'. Calmly, no emotion, in writing.
Formula for any response: empathy → fact (contract/scope) → offer with a price. Never justify yourself, don't get emotional, everything important — in writing. The best prevention for a difficult client — a clear scope and money upfront.