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If they burn you once, they'll burn you again, right?
Depends.
As entrepreneurs, we absolutely must set the tone for the value of our work and our time, because most clients will treat us as well or as poorly as we allow. We put so much energy into getting clients and retaining them, and one sure way to negate those efforts is to under-price your work hoping to increase your client base. That can be a tough pill to swallow, as typically, the start-up entrepreneur’s model is "Just bring in clients, more is better!" But you will find that approach does more for increased headaches and wasted efforts than it does for increased income. Seasoned business owners seldom settle for quantity over quality when it comes to clients.
It’s not working. Just cut my losses, right?
If we fired all the clients who gave us some level of grief, we'd have a grand total of ... less than 5 clients! How about you? I'm willing to bet that most of your clients, at one point, has you trying to remember why you went into business for yourself in the first place. They made the cut, so you took the project, but all the back and forth, and no guaranteed paycheck at the end? Aaack! If you're half-awake, you know that lay-offs, downsizings, and necessary cut-backs, have left the "easy" road not looking so well-paved after all. Just as we've adapted by transitioning into entrepreneurship, we should also adapt to varying client profiles, and work with the end goal of retaining the client in mind. Overall, if you can revise the way you communicate, and educate your client on what works best for you while assessing what you can do to make the process less angst-ridden, then do so, and give it another shot.
Their Loser Status Is Confirmed! How Do I Give Them The (Professional) Boot?
Do any of your existing clients get prime real estate on THIS LIST? My condolences. But life goes on, so here are some options for how to make that client a thing of the past.
1. Send a formal letter. A short, well-written letter to your client advising them of your need to “downsize” or risk compromised quality might do the trick. Don't make the letter a Gripe Fest by complaining about the things the client did wrong. In fact, the letter should be somewhat general. There should, however, be some elements specific to them such as any files that you'll be returning to them (including time frames), and outstanding invoices, and how you plan to address their "transition", eg. working with your replacement to provide files, etc.
2. Whenever possible, finish what you started. If the project can be completed without costing you excessive amounts of time, then finish it. Odds are, your client won't be happy about getting the boot, so if you can offer one last extra effort by completing the project you were hired to complete, then do so. This makes you look professional—which in fact you are, and may lessen the chance of them being vindictive.
3. Have a referral team in mind. Though it may seem like you’re attempting to pass on a dud client to another professional in your field, it’s not uncommon in business to refer a client with whom you weren’t able to work on to another colleague. As long as you offer disclosure, you’ll find that others will be willing to test the waters with your fired client.
Leave a comment and share your happy outcome stories about second-time-around clients with us. You just might motivate a fellow entrepreneur to give a potentially great client another chance.
What do you think?
Should I ditch my "bad" client, or do whatever I can to make it work?
When can one officially file a client in the "Not worth it" folder? What are your options if/when you do?
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This is a tough one, I deal with it all too often on design jobs! Sometimes a client wants things that are just so tacky that I won't even be able to put the site in my portfolio- but the client's always right.
On that note, if they are making you miserable then you should let them go, after analyzing all the potential repercussions of course (i.e. loss of income, loss of future referrals, contractual obligations, etc.)
I have only had to let one customer go, he was just wanting too much for the pay and was not keeping in communication at all to get me the files or information I needed, then he would get onto me for not having something done that I couldn't possibly have done without the information from him. After a particularly harsh email he sent one night I replied, nice and professional- even though I wanted to tear HIM a new one for talking to me like that- I refunded him 1/2 of the deposit as I had laid out in the initial contract and told him I would not be able to work with him any longer.
I have not heard from him since- and he still does not have a website (2 years later) I have seen several get up on his site and get about 1/3 done then vanish- I think he is steadily getting dropped from other designers too!
Good luck to you!
Posted Feb 8, 2010 12:11:03 PM by: Designing With Eve