Allan & Steve are the chubby founders of LessEverything. This is their blog, hear them rant, praise, give advice and talk about Just Stuff, Less Accounting, Lovd by Less, More Honey, Less Memories, Code, Business, Design, Marketing
We love our clients and thank goodness have never fired one but I have spoken to many people who have been in this situation. They are worried about losing that income from their forever unhappy client. Neither the client or contractor is happy with the results or relationship, but they continue to work together. Ending a working relationship with client a NOT a negative thing. If you aren't happy in the relationship, they most likely aren't either. There is no need to hold them back from finding someone that can make them happy. One of our rules in business is "Want your clients/customers/employees to be happy. Even if that means going somewhere else."
No one likes to end a relationship but it’s usually for the best. For the best? How is firing a client and losing that income better? Simple answer, in the time it takes to try to live up to their expectation you can make three new clients happy. Which makes more sense?
3 Steps
1) Be Honest, "I don't think I can make you happy, fulfill your need, I don't have the time."
2) Refer to someone else better suited.
3) If you refer to someone check back with them and make sure your referral is living up to your recommendation.
1 Response to “What to do about Forever Unhappy Clients...”
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Your 3 steps are right now! I had to fire a client last year.
Now I focus on making sure they are a good fit from the beginning by extending the discovery phase. Then definitely give extra to your clients, but also make sure they know your value.