bad client 101
ok... so last week...
i sort of don't really feel like going into all the nitty gritty details of the exact reasons last week was hell. but let's just say that i have learned over the years that when trying to get people to complete a task in a very short window of time, the key is NOT to be a jerk about it. it's definitely not asking people to do MORE work. and i guarantee you that it's not saying things like "this is unacceptable" at the beginning and end of every email correspondence just because you like hearing yourself say it.
because if you do... people like myself might be tempted on 50+ occasions throughout a week to respond to said approach with the phrase "bite me" or "shove it" or maybe even "stick it where the sun don't shine". (i guess i had better clarify that this wasn't a person i work for, whom i was tempted to say this to... this was a client. a bad client. the abusive boyfriend kind. the kind that you keep working with over and over again because "he's changed... it'll be different this time" but they keep being a jerk. but you keep taking it because... well, you're stupid. anyway... just to clarify).
so... yes... last week was hell. yes... i worked 60+ hours last week. yes... most of that was in my pajamas, so none of you should really feel that sorry for me. but it's over now. back to normal. (still in my pajamas though). but seriously... i want my weekend back please!
Labels: dim people, work
posted by janaya at 12:02 PM
9 Comments:
wear some jeans on me.
October 17, 2007 2:20 PM
i don't know if that made sense.
October 17, 2007 2:20 PM
Thanks for the post! I can relate and in so doing feel more inclined not to get a job again although I keep looking. I hope that this abusive boyfriend client won't have another project for awhile.
October 17, 2007 7:44 PM
mrs. dub: i did have to think about it for a sec... but then i put on some jeans and dedicated my motivated move to get ready for the day to you, my dear friend. :)
October 17, 2007 8:44 PM
Janaya, I'm so very curious about your job. :) what is it you do, exactly??
October 17, 2007 10:07 PM
You should be a writer. I love reading your blog!
October 19, 2007 5:32 PM
I would love to have a job where I could stay in my pj's all day!
October 23, 2007 7:43 PM
Get rid of that 'abusive boyfriend- I mean client' and go have a drink of.... diet coke?!@#
October 23, 2007 9:07 PM
Some fatherly advice (to you and your millions of readers!) from your loving Dad...
I have been through this scenario a dozen times.... to the point where I thought to myself, "When will I learn?". Over the years, i have learned quite a bit actually, and have learned that the time to bail-out is early in the problem stage! A "bad" client can BREAK you, financially and emotionally... and can ruin your business by withholding payments, demanding immediate 24/7 service and bad-mouthing your work to everyone they meet. The longer it drags on, the more ammunition they get to bad-mouth! It is a no-win situation!
Several years ago I attended a seminar (Great Plains Software) in Fargo, ND that changed all that! The presenter suggested that 80% of an entrepreneur's revenue, job satisfaction, demands, problems and pain came from 20% of his clients... and it wasn't necessarily the same 20%. In other words... Unless carefully managed, you can easily spend all your time looking after a client that is causing you 80% of your problems while providing only a small percentage of your revenue.
His advice?
FIRE 20% of your clients every few months!! Determine which 20% are causing you 80% of your problems and FIRE THEM! What you will be left with, after only a few months is the time to recruit NEW clients that better fit your working style, and the cream-of-the-crop clients that pay on-time, appreciate your service, and give good references to other businesses! Good references are worth $$$$$!!!
I'd like to suggest several ways to FIRE them, in a professional manner, while preserving your good name. Ignoring problems, not returning calls, telling them off, does nothing for good word-of-mouth... you can be sure they will tell everyone they know what a lousy job you do! and it will come back to bite you! Assigning the client to a junior consultant or co-worker doesn't work either, since the bad publicity this client is giving you still reflects on your company.
Here are my suggestions: (all of which work wonderfully and have interesting side benefits)
1. Refuse to work until past-due invoices are up-to-date. If payment is being withheld due to "unsatisfactory" performance get those issues resolved before investing more time in the project. The higher the receivables, the more you give up negotiating power! Better to right-off a few hundred dollars than go broke trying to collect it!
2. Raise your prices. This will either move the bargain hunters elsewhere, or make it financially feasible for you to meet your demanding clients demands! Higher prices will help establish you as a successful and sought-after consultant as well. This took me a long time to learn... but just look at lawyers... If you could afford it, would you rather be defended by a $600/hr lawyer or a $100/hr lawyer? If my life depended on it, I'd go for the most expensive one I could afford!
3. Fill your appointment book! Being busy is good for business and it puts the client in a waiting line. They realize that your business is not dependent solely upon them. "Our earliest available appointment is in 3 weeks" gives the client little to "bad-mouth" about except that you are too busy... which really sends a pretty good message to other potential clients. If I was looking for a consulting firm, I would want the busy one! And I would wait to get them.
4. Refer them to other firms. "Due to an increased workload", "other responsibilities", whatever... you are unable at this time to provide the client with the service they require. "We suggest you contact XYZ & Company, who will likely be able to better fill your needs!" Its professional, doesn't leave the client without an answer to his problems and generally improves your image in the community. The company you refer them to may be a closer fit for the client. It can become a win-win-win situation.
5. Sell the client to the competition! (This one has a satisfying irony to it) Let your competitors know that you have a client that last year generated X dollars in revenue, but that because of growth in your business you are unable to properly service the client. If you can sell it for a percentage of future revenue or flat fee, then you end up passing your "problems" to your competitors and getting paid for it!! Life is grand! :-)
Putting these idea into practice has provided me with a satisfying and rewarding experience in the consulting/systems integration business for over 18 years. I have a client base that pay well, and on-time. and appreciate my work. I have time-off for family, I get invited to parties, I get hugged, I enjoy serving them. I have zero receivables, I sleep at night!
Leigh Sheppard
Micro Pacific Computer Corporation
a.k.a. Dad
November 23, 2007 1:40 AM
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