Hi! I'm a drawing of Catherine. She does most of the writing here, including this blurb. (Does this count as writing in the third person?) Catherine believes that websites don't really run on technology, they run on emotions. If you agree, then she wants to help you rock it out and be awesome online.The client that makes the receptionist cry, the never-reliable supplier, the sales rep who plays Facebook games all day… who is the person in your work day that makes you grit your teeth and endure? Whoever it is, there’s a way to be free of them…
Fire them.
I know, especially in the case of the problematic client, that there’s a strong reaction from most people of “No… we can’t!” So, spend 5 minutes writing your feelings:
1. Write down a brief paragraph on how you’d feel if you never ever had to see them again.
2. Write down the single most enraging thing this person has said or done. (Really? Dude, not cool!)
3. Estimate the number of minutes each day you spend raving about this schmuck to your poor understanding friend/spouse/tropical fish.
4. Stab the paper with your pen a few times. Stabbity stab!
Then do the math:
1. Write down the average revenue the person brings in.
2. How many other sources you could rely on for the value they provide? (How many other suppliers are in the area? How many other clients would you have to take on?)
3. Estimate how many additional, unbillable hours you spend dealing with their problems: re-doing completed work, patting the receptionist’s shoulder, calling your customers to tell them the shipping is late…
4. Write out how much it would really cost if you didn’t have this client.
5. Could you cope without that money?
6. If you sold that ride-on mower you never use?
7. Yeah, I thought so.
Then fire that jackass!
Have you ever gotten rid of a client? Did it work out? Tell us in the comments!
Yeah, I did this when I realized I was putting in double hours for a client at the same flat old rate, while turning down new clients willing to pay more than my newer doubled rate.
When I worked in Construction as a general contractor, I found that there were some clients that I would be unable to please no matter how much I kissed their butts. It was really hard the first time, but I found some clients are just not worth the effort of trying to make them happy. Not worth my mental effort or stress level.
This is very good advice you've given us in this mission. Thanks.
(Looks furtively left and right to see if someone is checking…)
I did this just recently, Catherine. I went on vacation over New Year's Eve, and my first day back at my desk, the client I ended up firing was making me completely crazy by 11 am. That's when I knew!
It's not the first time, either. I believe that when you free up the energy you spend dealing with difficult clients it opens you up to new opportunities. Nature abhors a vacuum, right? Somehow, without fail, a new and much better client always turns up to take the place of the one I've fi… ummm, “released.”
Was the old client unwilling to pay you the new rates?
I bet it felt great when you didn't have to deal with them any more…
What contracting were you doing?
This is something I have done, and advise clients to do on a pretty regular basis. It's almost never a bad idea, if you do it tactfully.
However… I'd add in a preliminary step. Have a “this isn't working. Can we fix it?” meeting. Quite often, clients can be a pain in the rear because you haven't trained them how be a good client. In which case, you owe it to them to help them out. After all, you picked 'em!
Unless of course, they're just the penny-pinching types who always want everything for nothing, delivered last week and then still find something to moan about. My attitude there used to be that I'm here to fix your IT problems, not deal with the fact you weren't hugged enough as a child.
No, if you have those sort of clients, fire away with extreme prejudice, and then double your prices to make sure you don't attract them again.
Yes, they were unwilling, because we had a “relationship” and we'd be doing “bigger & better things” for them.
So, moral is: don't fall for it.
The next big thing of theirs is sitting exactly where it was a year ago, shortly before I fired them.
There seem to be a LOT of those “No, no, we'll be the next Facebook and we'll pay you then” pople around.
Wow, how did it feel when you'd gotten rid of them?
I know what you mean about better clients coming once you clear the dead wood. I didn't put it in the article because I don't want to PROMISE it'll happen… but it always seems to! I think without the emotional drain of dealing with the sucky clients you have waaay more energy to put into new business, and so new business comes.
Well, let's see… since I “released” them, I've acquired eight new clients, and had inquiries from many others. So I'd say it's worked out pretty well!
You're right, there are no guarantees, of course. But with a clear head, and more energy, you're bound to be able to grow your business to recover from the financial hit you take.
And Iain, I agree: it's not to be done lightly. I always try to make the relationship work (sometimes for way too long) before I consider this step.
The “Can we fix it?” idea sounds great… but confrontational! How have they worked out, in your experience?
Also, yes. Screw the cheapskates. If you value anything other than profit, they're not your Right People.
In my experience, it works out well. Most people appreciate it when you're upfront with them.
The key is being tactful about it. It's only confrontational if you make out that it's their fault. It's usually not – your approach is that the problem lies with the relationship, and not them as an individual. You also need to give them the opportunity to air any grievances they may have too.
I 'released' a difficult client a few weeks ago, and it's a big relief – though I'm still getting disentangled. I was hosting several sites for them, and they still haven't moved two of them. Need to send another reminder!
Yes! Get that client out of your hair…
How was the 'releasing' experience? Calm, tense, shouty?
Oh, it was very calm. I wrote an email reiterating the original terms of our agreement and reminding them that I had already gone above and beyond the call of duty. Long story.
They were clearly embarrassed and finally paid the overdue balance, then got another web person to take over their site.
Flawless victory!
Heh, thanks but I feel a little sad because I sort of lost an acquaintance in the process. She was the one who hired me and was embarrassed by the organization's behavior [as well as her own, I think.] Now she doesn't call me any more. Probably thinks I'm mad at her. But I'll call her pretty soon and see if we can get over it.
I've done this several times and it has always worked out well. It may not be very “zen-like” or even a bit Machavellian. but to fire these types so that my competition has to contend with them is a great relief. Let your competitors have them and the problems that they create…..and yes tastefully. In Asian and other cultures if the person does not wish to participate with you then there is silence, no contact, no messages, no calls. It works!
Does it translate into more sales, productivity, better morale?
Oh, do all the people who leave (or are left) end up at the same company?