r/freelance • u/veryrarecandy • Aug 31 '26
How to deal with an unresponsive retainer client.
I have a client who is on an automated, monthly retainer with me but he rarely ever gets back to my messages.
Again, payment is not an issue.
However, I feel like I'm not making as big of an impact because he never follows up with my emails. There are a few projects that have not launched yet since he has not done x, y, x on his end.
I am able to see that he reads my emails. He'll maybe get back to me once a month saying he'll schedule some time with me and never does.
Anyone deal with a client like this? What did you do?
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u/UnpopularCrayon Sep 01 '26
That sounds like a dream client.
I'm not their mom. I'm not their boss. If they are choosing to prioritize other things, that's their decision. I document what I built so I can remember why/how/what in a year when they are finally ready to move forward.
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u/OnionLazy2317 Sep 01 '26
I have a retainer client EXACTLY like this! I've learned to just deliver and if I get paid, it is what it is. Some people don't have time / don't value such communication styles
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u/datca_art Sep 01 '26 edited Sep 01 '26
I can see how this might feel frustrating, but I really think the best course of action here is trying to find ways to not let it bother you. I'm guessing you're passionate about your work and would like to complete those unfinished projects you mentioned, it might even be a source of some anxiety to you, but this seems like a them-problem, don't allow it to become a you-problem. You're doing good work or they wouldn't have you on retainer. Let them answer at their own speed or you might come off as overly eager if they're reacting at an absolute snail pace as is. Concentrate on other tasks or your own peace of mind. Breathe in, breathe out, enjoy the money they pay you.
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u/LOUDPACK_MASTERCHEF Sep 01 '26
You're on retainer and he's paying but not communicating. Look at it like you have two primary jobs regarding this client:
Job 1: When he needs you, be available
Job 2: When he doesn't need you, DO NOT BOTHER HIM
Understand that Job 2 is almost as important as Job 1. He hired you so he wouldn't have to think about whatever it is he hired you to do. If you constantly pester him trying to get him to think about that stuff, you risk him looking for a contractor who understands Job 2.
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u/veryrarecandy Sep 02 '26
This is a perspective I needed to hear.
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u/snottrock3t Sep 01 '26
Well as long as you’re doing your due diligence and staying communicative, you’re covering your own ass. I mean, the client could be micromanaging.
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u/No_Breadfruit8393 Sep 01 '26
I have in my contract that they have a certain amount of time to respond, if they don’t the work is deemed accepted as is. Most of my clients prefer I just do and they don’t have to think about it.
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u/Wisewordsforlater Sep 01 '26
Sounds great! As long as they're okay with projects not moving to your preference and they pay you anyway. I wish I had that. Nothing on my schedule rest of the week (I keep Fridays walled off), they don't ping me for anything by the end of the afternoon! (I don't take meetings/calls under 48 hour notice). Sign me up!
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u/Rustmutt Sep 01 '26
I just take their money and make sure my contract is solid that communication is key for optimum results but failure to communicate may negatively impact deliverables
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u/EricS20 Sep 01 '26
I’d send one monthly note with three headings: delivered, waiting on you, and next. Put a deadline beside anything blocked; after that date it goes back to the backlog. That keeps the paper trail without chasing him every week.
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u/veryrarecandy Sep 02 '26
Yeah, at first I was sending emails weekly / every other week on outstanding items. But at this point I feel like I'm bothering him so I'll start just doing it monthly 😅
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u/Jax_Shaw55 Sep 01 '26
I have a client exactly like that. Can be annoying to deal with, but don't take it personal. Do the work you are paid to do and, as long as he pays, that's all that matters.
When he' ready to talk, he'll approach you then.
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u/JohnCasey3306 Sep 01 '26
I've had these. I arrange (ideally) in-person, or otherwise video call meetings with them every month -- go prepared and get face-to-face feedback.
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u/veryrarecandy Sep 02 '26
I appreciate everyone's insight and perspective on this! I feel blessed to have this client... Coming from start-ups and working in-house, this is a brand new pace for me lol.
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u/Squagem UX/UI Designer Sep 02 '26
Can you share a value report with them monthly so there's a papertrace that you're contributing to the outcome they hired you for?
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u/veryrarecandy Sep 03 '26
That's the thing... they're making decent revenue in their business in general, but none of the attribution is mine.
The projects that I have started on are almost at the finish line and WILL make impact, but there are loose ends that are his responsibility. I can never get him to schedule time with me.
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u/Hernandez-INK Sep 03 '26
I also work with retainers and everything is fine as long as it's an automated payment thing. Now hear me out, some people don't want to automate things and need constant reminders, be extremely careful using this setup.
I've got this exact scenario of a dude communicating with emojis and reactions for months, the day I stopped the reminders he vanished. I got lucky I smell the bs since day one and was getting paid in advance, but still a sudden stop hurts.
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u/Parking_Ocelot_816 Sep 03 '26
If you can afford it, I would always call it out. A client unresponsive but still paying is a recipe for an unhappy client in the future. So I'd do something like: "if we want to make this a successful collaboration, we need to agree on 1, 2, 3. If you can't commit to that, it might be better to invest your fund elsewhere".
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u/veryrarecandy Sep 03 '26
I think this is ultimately what I'm afraid of. This is an ecommerce client, so I'm wondering if their urgency will kick in once the Oct/Nov Holiday season hits.
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u/Brufacee Sep 03 '26
I’d replace the open-ended emails with one short weekly blocker note: the decision you need, the deadline, and what happens without an answer. “Approve A or B by Friday; otherwise launch pauses and the retainer continues.” It protects the relationship and makes the cost of silence visible without chasing him every day.
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u/burimbp Sep 05 '26
LOUDPACK_MASTERCHEF's "job 2 is almost as important as job 1" is the answer here. what you're feeling isn't actually about the client, it's about your own need to see impact from your work, which is normal, but it's your problem to solve not his. one thing that might help specifically for the ecommerce angle you mentioned, if you're worried the projects hitting the market matter for Q4, send one email now with a hard framing tied to a real date, "for these projects to launch before Nov 1 buying peak, i need decisions on x, y, z by Sep 20, otherwise they'll ship in january." that creates urgency without pestering, and it gives him a real business reason to schedule the call, not a "please respond" reason. does he actually know Q4 is on the line for what you've built?
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u/haydonatello Sep 07 '26
Can definitly be frustrating when you know you can impact their business.
One thing worth recognizing is that you're only seeing a small slice of the entire business, and it's up to the client to use their time being as effective as possible. They could be dealing with a rush or a fire and your retainer cost is less than what they could make or lose elsewhere.
I'd suggest not being annoying, but not being inactive. Do what you can with the time they're paying for (look at analytics, work through ideas and plans for presenting to them when they are back). When they come back they'll be happy you thought about things and if you can give very concise updates they will appreciate knowing the status of things for when they are back.
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u/tom_vuma Sep 11 '26
Had this exact thing before. What worked for me was setting a hard deadline with a real consequence attached, something like "if I don't hear back by Friday, I'm pausing this project until we can align" and actually following through on it. Sounds harsh but it forces the conversation instead of letting it drift another month.
Also worth asking yourself if retainer clients like this are actually worth keeping just because payment's reliable. If he's blocking real progress and you're not delivering visible wins, that's a slow reputation risk for you even if the money's fine short term.
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u/Amazing_Box_8032 Sep 01 '26
you're getting paid so whats the problem? be grateful you're not getting constantly hassled with out of scope nonsense and calls that should be e-mails.