How do I Manage a Client That’s Messing me Around?

Do you have a client that does your head in?

Does the time you are taking to manage them/their account far outweigh what you charge them?

Do they show a distinct lack of appreciation for all you do?

Do they mess you around with appointment times?

Do they consistently pay late and then only pay if you chase them?

Are they very slow responding to you which hampers your progress?

What not to do

Do you wish you could ditch them?

Absolutely don’t allow yourself to be convinced by that little voice in your head that’s telling you that you need to keep them as a client.

That little voice is called Fear and it’s pushing all your fear-related buttons especially the one that’s worried about losing the revenue associated with the account.

Just think about what you could do with the time it will free up if you ditch them.  Think of the business development you could do with it and that would enable you to find a fab ideal client.

That’s far more valuable than the one you need to ditch.

Think how much happier you would be if that client wasn’t constantly doing your head in!

Here’s the thing

That client doesn’t know they are doing your head in.  I know it can be hard to believe, but they really don’t.

Why?  Because they aren’t telepathic!

I’m guessing you have never told them how you want them to behave towards you so therefore they don’t know they are getting it wrong.

This is incredibly easy to fix with new clients as you can lay it out right at the beginning of the relationship.

But with existing clients you need to either “have the chat” or put up with it.

So how do you have the chat?

I’m assuming you don’t want to put up with it so here’s how to have the chat

Here’s what to do:

• Work out the way you would like to work with your ideal client. How would you want them to work with you, how quickly would you like responses to your emails, what notice would you want to having to change appointment times and so on.
• Lay it out in a document, almost like a Charter so it’s clear how you will do and what they need to do in return.
• Organise a meeting. It could be a review of progress or a regular meeting and say you are implementing a new way of working with all your clients as this will improve their results.  Talk them through it.
• Stick to it! They will only respect it if you stick to it.
• If they don’t honour it then explain it’s not working for you. You could refer them to an alternate supplier or just simply walk away (try and make sure they are up to date with their invoices first!).

One of two things will happen

They will either improve or they will walk.

One of my clients had the chat with one of their clients that was doing their heads in and now that client is absolutely fab as they had no idea they weren’t responding in a helpful way.

Just remember

Clients aren’t telepathic.  You do need to tell them how to get the best out of your services.

Who do you need to have the chat with?