What to Do When a Client is Ticked Off

all you Inflatable Roller can to make thing right. Thei mai repres mani more year of income.

my programm wa drag hi feet and didn t see the

Mi client Jerri wa threaten to sue. Worse.

serious of Jerri s threats. I wa on the phone with Jerri for hour at a time.

The custom order system we design for Jerri s web site need some small chang that realli

weren t affect the perform of hi site. Jerri kept sai that the whole system wa flaw and that it

he alreadi had more than 600 sale ad up to more than need to be complet redone. However.

000. What to do? $100.

We eventu got all the problem fix up but Jerri end up have the site and order system redon

by anoth compani so Jerri wa now out of my hair. Wa thi a good thing or a bad thing?

Custom retent is crucial in all busi and handl tick off custom is a part of grow great

long-term relationships. Sometim you choos not to retain a custom even if thei ar happi with the

work you re doing. The time and energi thei cost you isn t worth the monei you make from them.

High and Fire Client Judiciously

I probabl shouldn t have ever taken him as a client becaus he Reflect on the situat with Jerry.

smell of troubl from the outset. The first time I came into Jerri s shop he wa argu with a custom

while I waited. He wa unbend and wasn t will to make concessions.

Blink . We need to be awar of when someth doesn t feel Malcolm Gladwel write of thi in hi book.

right and do someth about it befor get in too deep. I should have just walked. Advertis guru

David Ogilvi proudli admit that he fire more client than fire him.

especi if thei ar a big sourc of income. You have to It take bravado and diplomaci to drop a client.

weigh the headach thei caus with the check that ar deposit in your bank account. Are thei worth it?

Set Expectat Earli and Realistically

I lost anoth client around the same time becaus I did not set expectations. Daniel and I had more of a

but I realiz later friendship than a client/vendor relationship. He look and smell like a good client.

that he wa a problem. He took a lot of my time and had too high of expect for the work we were

do for the price he wa paying.

you still have to set strong boundari with them. You commun If you have a friendship with a client.

your expect and bill them accordingli for the work you do. It s easi not to bill for your time if

someon is a friend. You have to set the expect that you will be bill them for all the work that you

are do for them.

Don t Let Problem Fester

Daniel and I had a blow up when he misunderstood someth that I had written in on of my blogs. He

wrote me a strong email that I react to in kind by email. If he had read the blog or click on the link in

the post he would have seen I had great intentions. And the blog wasn t even about him there wa just

a link on the side of the page point to hi site.

If I could go back in time I would have wait a dai or two to cool down. Then I would have written an

email explain my write and suggest talk face-to-fac or by phone. Live and learn.

Respons Peopl to Handl Your Client s WorHire Skilled.k

and thing were fall through the cracks. Now I Mi problem wa I wa try to do everyth myself.

tell my client to commun their web site chang directli to the design and thei will be bill

accordingly. That wai chang don t get stuck in my In Box.

Mak the Hand-off Easy

make the transit as smooth as possible. Provid all If the client choos to leav or you fire the client.

the file and inform thei need to move forward if that is the natur of your business. Even if the break

make a point to be civil and professional. Thei mai never return as a client,up is hostile. but thei mai not

and I made badmouth you if thing end more positively. Daniel got a new compani to work on hi sites.

but I need to the transit as smooth as possibl for him. I doubt I will ever have him as a client again.

know in my heart that can make the transit easi for the next person.

Smooch Some Hiney

you have a client who pai well and is worth keeping. Now is the time to kiss some butt. You have Okay.

to admit you did someth wrong and make amends.

My client Scott didn t know some of the work we were suppos to do for him wa done. But I knew. I

took the risk of tell and then also told him that we would do work for him dure the follow month at

no cost to him. It cost me $600 but it wa worth keep Scott as a client.

and then decid how far you will go to Handl tick off client is all about do crisi management.

or you can fight to keep keep them as a client. You mai choos to give up peacefulli and let them go.

do them. Sometim you have no choice. But when you have the choic and want to keep them as a client.