This is my best bit of advice this year.
Get rid of any client who is a jerk. Sure, it sounds harsh. But do it anyway.
We don’t have any clients who are jerks anymore (and yes, I’m sure we’ve been jerks to some of our clients in the past).
here’s what happens:
- You work hard to build your business
- You struggle along
- You need cashflow
- You take on every client you can get
- Some clients are jerks and, without you really seeing it, they suck the energy, vitality and profit from your business
- You’re so busy dealing with these bad clients that you ignore your great ones
Good & Decent People Make Good & Decent Clients
1. A client we’ve done just a little work for booked a table for $1,000 at my son Jack’s charity dinner to celebrate his across Australia bike ride (I hope organising a celebration dinner before you tackle one of the toughest physical challenges in the country doesn’t put the mockers on you!)
2. I called another client after we managed to wipe all of his files and email correspondence to ask if he had any idea how much I was meant to invoice him. I had an idea it was $500.
2 hours later he’d searched his files and sent them through – he owes $1,500. No complaints, no problems, no hassle.
3. Pete is another client who we’ve done just a bit of work for over the years – he rang me up today and donated a $350 bit of equipment to help out the ride because he thought we could benefit from it.
4. Another mate called Pete (must be in the name), who hasn’t been a client for 4 years, yesterday gave me 3 nights accommodation at his luxury resort for a guy coming up as our guest to the charity dinner. I didn’t even ask – he just offered.
- These are the sort of clients you want.
- These are the guys and gals who will truly help your business succeed.
- These are the people you want to do business with.
Business is bloody tough and you often need every last cent to survive. If you can very slowly move away from needing every client to being just a bit choosy who you work with, then your business will be better, bigger and happier.
Cheers
Hey Brendon,
Would you advise me to not work with “jerk” clients even if I’m just starting out and need the cash flow?
Thanks,
-Gezim
Great question Gezim
It’s bloody hard. You need the cashflow to keep the business going, but these sort of clients don’t help you grow.
It’s a catch 22.
My best sit-on-the fence answer is it comes down to degree of jerkness (that’s a new word I just made up).
Good luck.
Brendon
is a good thread, I expect there are quite a few other readers who can contribute experiences/advice as well.
It is bloody hard to make the decison indeed. If the wolf is at the door you may have to take on a client that your really “know” is wrong for your business.
One rule you should adopt, though. Never allow the “herliness” to rub off. Don’t sink to their level. I’ve seen a lot of small business folk respond to a bad client with bad or mediorce work … don’t give in to this tempation, or the small pleasure you get from your little act of revenege will live on ling after you are able to send the bad guy packing. Business done right can be profitable and rewarding. No one ever said it would be easy, though.
Nice post. In regard to this though what if the very thing that makes them a jerk client (i.e. they’re experts at everything and so everything should be done there way despite the fact it is clearly detrimental to their site) is the same thing that may have them tell 50 people how good we are if we do it there way?
My first ‘real’ client was a bit of a jerk, and they got less than my best because of it. Unfortunately, this also meant that they got rid of ME.
But I tell you what, I didn’t exactly beg to keep them, and am definitely SO much happier now that they’re gone.
You’re spot on too, that you’ll never grow your business and experience quality life if you hang your hat on jerks.
Good on ya for a great article and some awesome stories about your clients and your boy. I’ll look for you on the news…