Comments on: Tell-Tale Signs It’s Time To Fire That Client

By: Nick Stamoulis

Nick Stamoulis — Fri, 21 Oct 2011 14:06:38 +0000

Great post! There needs to be mutual respect between client and agency. The client needs to trust the agency to do its job, but also realize that they are an integral part of the process. In some cases, the customer isn’t right and if a poor working relationship is ruining the quality of work that’s produced it’s best to cut ties.

By: Bret Juliano

Bret Juliano — Wed, 19 Oct 2011 17:51:40 +0000

Thank you for this post. I fully agree. Unfortunately I interacted with a client recently in which no terms were fully discussed, but bartering was agreed upon. When the time came to reciprocate my contribution it was completely one-sided and now I don’t even want to look at my work for them because they don’t appreciate anything that was done. Makes me more cynical about some clients.

By: Mitch Mitchell

Mitch Mitchell — Sun, 16 Oct 2011 02:45:05 +0000

Very good stuff. I’ve never had to fire a web client but I have had to fire clients in other aspects of my consulting. It’s never easy to give up money but it’s always best when working with someone who just doesn’t seem to have a clue and yet wants to keep trying to tell you what to do or what they’re looking for when it’s an unrealistic expectation.

By: Kelly McCausey

Kelly McCausey — Wed, 12 Oct 2011 00:17:37 +0000

What a great advice post Lisa, I got a lot from it for myself and will point my listeners over here too :)

By: Anna

Anna — Sat, 08 Oct 2011 19:47:31 +0000

Energy vampires are the worst.

Anna

By: Elisa Adam

Elisa Adam — Sat, 08 Oct 2011 18:56:18 +0000

Educating clients is key to laying the boundaries of expectations. I’ve seen more good SEO’s using this as their marketing strategy. True trust is built organicly as satisfied clients give testimonials & reviews.

If you manage to sell your services without Educating First, you run the risk of a client signing a contract without understanding what they signed. While this may cause any number of the situations listed above, ultimately the responsibility for the failure with the client lies with you.

Getting clients who actually pay is a whole separate thing, experienced in every kind of business, and resolved through sound practices that 1. Makes payment easy 2. Makes payment affordable 3. Makes receipt of service or product conditional on payment delivery and 4. Plans for disengagement from non-paying clients that preserves future prospect of them or their referrals returning & doing business later, when they have the money.

By: Brian Collins

Brian Collins — Sat, 08 Oct 2011 00:36:18 +0000

Thanks Lisa, great list! I know that you are referring to clients using your SEO service, but my work as a sculptor brings me in to contact with many clients who tick at least two of these boxes. Never really thought in terms of ‘firing the client’ but I really like the concept and feel sure that I’ll become a convert!

By: Jerry McCarthy

Jerry McCarthy — Fri, 07 Oct 2011 19:16:23 +0000

Lisa,
You’re speaking my language right now. It’s actually reassuring to hear how other’s juggle their catch 22s. We all want to make it work, but sometimes it’s just not possible. We were just discussing this the other day. My biggest challenge is setting boundaries with clients in terms of gauging their expectations. We all want to go above and beyond for every one. But when you give 100% Monday through Friday, client’s assume you’re going to provide the same access on the weekends or even worst, come to expect you to jump through hoops when they say “jump.” MY peace of mind comes from when a client is fired, we can look in the mirror and know we did 110% every time. So when a client thinks differently, it hurts. The silver lining is knowing it won’t happen again. I guess growing pains are part of the game. Have a great weekend Lisa!!

By: Wasim Ismail

Wasim Ismail — Fri, 07 Oct 2011 18:28:53 +0000

I believe having a good level of trust between you and your clients is imperative, as they are hiring you for their project they should have faith and trust in you, listing to your advise and also to take ACTION on what needs to be done, many of the times client think thats it, I’ve hired you, now its your responsibly to get me out of this mess, yes but it has to be a two way traffic.
I totally agree with your points, some relay good ones, especially when the client starts to lack on payments, it breaks everything and also your motivation on the project.

By: Lisa Barone

Lisa Barone — Fri, 07 Oct 2011 17:39:44 +0000

Hey Chase, many times we’re just consulting on the work. We’re giving them the strategy and then it’s up to the client to do the act work on their Web site. That’s what I was referring to. If you’re actually the one touching the client’s site, then you’re absolutely right. You’re the one implementing the game plan you’ve created.