“Make improvements to your business through rock solid systems and they will stick like glue.” – Mark Wardell
Welcome to Episode 37: Client “Rules” You Should Break
We believe that developing amazing long-term relationships with clients means one is more likely to receive repeat business and great testimonials. The more satisfied the client, the higher the chance they will recommend your business and offerings to a colleague, leading to new business.
That being said, we've recently noticed a lot of blogs, podcasts, LinkedIn posts and other virtual goodies floating around about “how to have happy, long-lasting business relationships with clients” so one can continue to send those monthly invoices. They are not wrong, but it makes me feel as though people may be afraid to talk about the flipside … you know what I’m talking about … those clients from hell!
There's oh so many things one can do to keep the client happy, but what some don't realize is that there are also a handful of client "rules" one can break that keep both sides successfully happy …
Here's what we will be untangling in this episode ...
Are you ready?
Pop in your awesome earbuds and let's dive in!
“Make improvements to your business through rock solid systems and they will stick like glue.” – Mark Wardell
Welcome to Episode 37: Client “Rules” You Should Break
We believe that developing amazing long-term relationships with clients means one is more likely to receive repeat business and great testimonials. The more satisfied the client, the higher the chance they will recommend your business and offerings to a colleague, leading to new business.
That being said, we've recently noticed a lot of blogs, podcasts, LinkedIn posts and other virtual goodies floating around about “how to have happy, long-lasting business relationships with clients” so one can continue to send those monthly invoices. They are not wrong, but it makes me feel as though people may be afraid to talk about the flipside … you know what I’m talking about … those clients from hell!
There's oh so many things one can do to keep the client happy, but what some don't realize is that there are also a handful of client "rules" one can break that keep both sides successfully happy …
Here's what we will be untangling in this episode ...
Are you ready?
Pop in your awesome earbuds and let's dive in!
Most business owners interact with their clients for a brief time exclusively during the initial stages of a business transaction, while others maintain close relationships with their clients for years. For businesses that creates positive long-term connections with their clients, it should be an essential focus for their business to remain client-centered -- to ensure financial success and growth.
We believe that developing amazing long-term relationships with clients means one is more likely to receive repeat business and great testimonials. The more satisfied the client, the higher the chance they will recommend your business and offerings to a colleague, leading to new business. And that’s what we love the most … referrals. To be quite honest, Virtually Untangled runs solely off those. So, we happily provide incentives to our clients to make them want too even more. Alongside exceptionally multi-passionate services, they’ll get bonus discounts off the services they’re already paying for. It’s a true win-win!
To create a happy long-lasting client relationship, you (the business owner) must provide exceptional services during your first transaction with them -- and all the others if things mosey on past the first. That being said, we here at VU, consider the following 12 steps of utmost importance …
I don’t know if you know this about my team and I, but we’re kinda nerdy and love reading, listening to other people’s podcasts, signing up for high-end email lists to get great business insights, scrolling through social to stay up-to-date, and cruising the web in a research sense kind of way. We believe this keeps us always in-the-know and it’s a break from our virtually busy days. But most importantly, it keeps professional development alive -- all while doing something we already truly love to do!
That being said, we've recently noticed a lot of blogs, podcasts, LinkedIn posts and other virtual goodies floating around about “how to have happy, long-lasting business relationships with clients” so one can continue to send those monthly invoices. They are not wrong, but it makes me feel as though people may be afraid to talk about the flipside … you know what I’m talking about … those clients from hell!
There's oh so many things one can do to keep the client happy, but what some don't realize is that there are also a handful of client "rules" one can break that keep both sides successfully happy …
I know, I know … You're questioning my sanity right now; I can feel it but don't worry, I got your back because here are 5 “rules” you should consider breaking:
RULE #1: DO NOT BE TOO OVER-ACCOMMODATING.
Part of owning your own “show” is to establish a set of rules, policies, and systems to help you produce the best work you can -- and that’s what sets you up for long-term success. However, and speaking from personal experience here, some clients don’t care how you do business -- they want things done their way, on their time schedule and budget and that’s just how it is.
I think you know what I’m talking about here … my teeth are clenched just thinking about all the experiences we have being in that spot. Honestly even more than we’d like to admit out loud!
Don’t get me wrong, the occasional favour that pushes the limits and boundaries is okay -- once and awhile. We all love helping people. That’s why we do what we do. But you must be careful of consistently yielding to pushy or over-demanding clients. Stop pulling those all-nighters to meet their rush deadlines because this can get in the way of doing an amazing job for this client -- as well as for your others. Plus, it’s probably going to make you resentful of them due to their demands, thus creating a not-so-great working relationship. Which also throws the friendship version right out the damn window!!!
So, be wary of the clients who always seem to have a “special” request and those who constantly place you under pressure to meet their needs.
Does this sound familiar?
Then ask yourself …
Is this client really worth all the trouble they cause? And more than once?
If your answer is NO, and you feel you’ve been asking yourself this often, then it’s probably time to start planning an exit strategy and free yourself up for potential clients who better match your style, flow, and personality.
Mark Wardell, Founder of Wardell International sum it up best …
“Make improvements to your business through rock solid systems and they will stick like glue.”
RULE #2: DO NOT DO WHAT YOU DO NOT WANT TO BE KNOWN FOR.
It is so darn easy to keep getting involved with work you CAN do but not necessarily want to be doing. I’ve been stuck on this rinse n’ repeat cycle more than once. But on the flipside, I’ve graciously had a few clients actually ask me what I prefer or love to do and what I don’t. Some even went to the extent of asking me to make a list because they didn’t want me to do work for them if it didn’t bring me joy. I respected them so much more for that and it helped build us a solid foundation for a long-term relationship. Now, I do the same thing when I bring new honorary “untanglers” onto my team … And I’m sure these great peeps who join our nerd crew, appreciate it just as much as I did.
So, let’s say a client asks you to take something on for them and you say yes (for whatever reasons you had in that moment). Then down the road -- sometimes even immediately -- this work becomes something of a habit or a new team role and you’re kinda freaking out as you thought it was a short-term solution.
It is very important to consider what you want to be known for, your “secret sauce” if you will. But also, how much work you can do / generate / bring in, that is related to that “sauce”. So, what I’m getting at here is to not accept every project that comes your way just for the paycheck or to fill empty time with something to do. Undesirable work tends to spawn more undesirable work. And if you’re working on “those things” that you do not want to be known for, instead of sharing your “secret sauce” with the world, then those prized projects you are dreaming of could -- and more than likely will -- pass you by.
Now, I’m not saying kick those clients to the curb because it’s not your passion. And I’m most definitely not saying reject all these types of opportunities if you know you’re good at it -- or perhaps have a hankering to learn the task or platform. So, if the client is in a pinch and you truly want to help, just make sure to be very clear on the terms right from the start. Then when you see that your client’s needs are taken care of that’s a good time to remind them “it’s not you, it’s me” and assist them with an exit strategy. And by exit strategy I mean for the not your “secret sauce” kinda project -- not leaving entirely. Unless that’s what you feel needs to happen.
Now of course there’s always the flipside …
If you just plainly do not want to do it because you really don’t want to be known for it, it’s okay to say no. You don’t need anyone’s permission.
RULE #3: DO NOT LOWER YOUR FINANCIAL SELF-WORTH.
It is very important to think about how much time you spend with each client in proportion to how much they pay you. Does everything feel aligned? If not, it is time to adjust your “secret sauce” offers and raise your prices, off-load your time-hungry clients, streamline your operations, think about expanding your team or perhaps all the above.
Don’t put your business at risk and be sure to scale your deliverables. If the client can only pay for half of the contract or proposal, then they only get half. It sounds stern but it’s only fair. Nobody should have to decrease their self-worth because the other half cannot pay. And nobody should work for free.
So, it’s simple really … they stop paying, you stop working. No if’s, ands, or buts about it. At least this way, you can minimize the risks by organizing the work process for your business properly and move on to work with other or new clients who respect and value you -- and your business.
RULE #4: DO NOT BREAK RULES JUST BECAUSE THEY ASKED.
I bet I’m not the only one … at some point or another we’ve all been asked to break the rules in our business. For me, having a business in design-land (graphic and web) this one comes up often. Sometimes design-land rules are easier to break because “they’re not really hurting anyone” -- well except the eyes of the ones looking at it. LOL!
But with all other forms of rule breaking, the best advice I can offer is to try to find a win-win situation whenever possible. A good example is something I’ve been asked to do far too often, and it just makes me cringe … adding people to one’s email list who haven’t subscribed on their own or given permission.
Let me give you an example …
Very recently one of my clients stated they had the "opportunity" to buy some email lists from a university with over 7K people on it and wanted to add them to their email list. They were super excited as it was only going to cost them $150.
This crosses a very weary fine line in the land of business.
You should never buy a list, for the following reasons, not the least of which is violating regulatory compliance:
Sometimes these sneaky tactics fall flat when faced with disputes of an ethical, moral, or even legal nature. My advice here, just do NOT do it and trust your gut!
Remember, you have permission to walk away from anything that doesn’t feel right. Trust your instincts and listen to your inner voice -- it is trying to protect you.
And last but certainly not least …
RULE #5: DO NOT ALLOW YOURSELF TO BE TREATED POORLY.
When I first opened my business from part-time to full-time, I ran into this situation more often than I’d like to admit. I was afraid if I stood up to the client who was treating me poorly that it would leave a sour taste for future business, I would lose the client for good, and it would place a bad rap on my business name.
However, after many meetings that ended in migraines and projects I completed while working through tears (and not small streams … huge ass puddles) I realized that there is absolutely no excuse for bad behaviour. I wouldn’t let anyone in my personal life treat me this poorly, so why was I letting people in my business life do so.
If a client is treating your poorly the answer is simple. It is time to move on. Don’t let the fear I experienced leave you stuck in a no-win situation. In the business world, there is no room for bullies. We teach the children of the world to not allow this at schools and after-hours play, so why should we not follow suit?
Your time is limited, so don’t waste it living someone else’s life. Don’t be trapped by dogma -- which is living with the results of other people’s thinking. Don’t let the noise of others’ opinions drown out your own inner voice. And most importantly -- and I can’t stress this enough -- stick to the facts, be honest with yourself, have the courage to let yourself be vulnerable by standing your ground, and follow your heart and intuition. If you respect yourself, others are more likely to follow.
So, all-in-all … Don’t let “rules” define your success.
As an entrepreneur it is up to YOU to decide what rules to make for your business. But even more importantly, which ones you feel comfortable breaking. You are the product of your own success. After all there’s a reason you decided to break free from your crappy 9 to 5 and become your own boss!
The business world is a tough one. You want to be great at what you do, easy to work with and accommodating, but you need to find that special balance and determine ways to be nice, without being taken advantage of. Even though you want your clients to be friendly, and maybe even your friend -- clients are just that, clients! They aren’t your friends, and you aren’t obligated to provide them with all the accommodations and special favours you might provide to others in your life. But you also don’t need to be rude, cold, flat, and heartless. Treating them as a friend is often a recipe for disaster. And trust me, this isn’t hogwash … I’m speaking from experience.
So, remember … you do the work for the client, just what they hired for with great exceptionalism, but YOU run the show -- your “show” -- not them!