Hey Lovely!

After 20 years in the design industry, this week was a first for me — a client terminated their contract.
And you know what? I’m grateful.

Grateful for my processes, a sound contract, and my project management portal.

Because when the email came through, I didn’t spiral. I stayed calm, professional, and grounded in my systems. Within 24 hours, I had issued a final invoice, refunded the balance of their retainer, and documented everything.

It wasn’t pretty. There were red flags early on, and my empathy overrode my intuition. What followed were obsessive portal logins, constant one word emails, and accusations. Despite all work being documented and deliverables visible in their portal. These actions were in full compliance with the terms of the signed Design Service Agreement.

But here’s the truth:
I did nothing wrong.
My systems protected me.

Here are three non-negotiables for your sanity and your business integrity:

Tips, Tools & Takeaways for Designers

3 non-negotiables for your sanity. ✅ A Solid Contract Your contract is your safety net. It sets boundaries, clarifies expectations, and gives you the framework to end a relationship professionally when necessary. Make sure it clearly defines: Termination clauses Refund and billing policies Ownership of design work Communication methods and timelines A defamation clause ✅ Documented Workflows & Systems​ Your processes are what keep you calm when emotions run high. A client portal or project management system provides visibility and accountability. When every deliverable, comment, and date is tracked, you can respond to conflict with facts, not feelings. I was able to refute claims because I was able to view when they accessed their portal and what they accessed. ✅ Time Tracking Is Not Optional​ Track. Your. Time. Even if you charge flat fees, time tracking protects your value and provides evidence when scope or expectations are disputed. This week, it allowed me to clearly demonstrate every hour worked and every deliverable completed — no debate required. ​

2 Action Items for this Week 📌 Review and Refresh Your Contract Pull up your client agreement and read it line by line. Ask yourself: Does it clearly explain your process for termination, refunds, and deliverables? Does it include a defamation clause to protect your reputation? If not, highlight what needs updating. Your future self will thank you. 📌Audit Your Workflow and Time Tracking Look at one current project and track every minute for a week. Then, review your workflow. Are you duplicating effort, over-communicating, or missing documentation? A small process improvement now can save hours (and stress) later.

1 Question for You 🤔 When was the last time you tested your systems under pressure and did they protect you? Hit Reply and share. Have a question, share that too and I'm happy to answer.

Want More Support?

Sometimes, the hardest experiences in business end up reaffirming exactly why we built systems in the first place. This week reminded me that boundaries aren’t barriers — they’re the backbone of a sustainable, joy-filled design business.

If you’re reading this and thinking, “I need these kinds of systems in my business,” You’re not alone.

Whether you need help setting up workflows, managing client communication, or tracking your projects behind the scenes, that’s where I come in.

I’m currently opening a few spots for Virtual Admin + Back-End Operations Support starting December and January.(Limited openings — these spots always fill quickly!)​
Think of it as bringing calm to the chaos. Together, we’ll refine your systems, free up your time, and help you stay focused on the creative work you love. Book a free strategy call with me here to chat about how I can support you.

Here’s to more ease, balance, and joy in your business and life! 💛

Warmly,​
Marsha