Tricky Clients and How To Manage Them
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About This Episode
Tricky Clients! Complaints and more - if you’re in business we can guarantee you’re going to have to deal with something you’d rather not tackle.
Our studio guest for this episode is Annabel Kaye, Founder of Koffeeklatch (and yes we do find out why it’s called that) and legal expert supporting small and micro businesses to get it right.
We discuss what you need to get in place before clients get tricky and what you can do if it does go wrong.
Also, tricky clients don’t always come with a sign round their neck, so how do you recognise the red flags so you can pick out the ones that look ok, that may have juicy projects you want to get your teeth into, but who are going to be a right pain in the butt as things move forwards.
Plus, a couple of tips about what to do if it does go wrong.
Our usual contributors are co-host Laura Lawrence, Jackie Groundsell and behind the scenes, Simone Mardell doing Media Management, and our host Sian Murphy.
Key Takeaway
The best time to deal with tricky clients, are before you take any clients on. Systems, process and managing expectations are key. Watching out for those red flags we talk about in the show, and of course saying no to a prospective client or project – however difficult that may be.
And, there’s a difference between negotiating and asking for the same job to be done cheaper.
Top Tips For Being in Business
Top tips from our guests live on air...
"It’s not about being popular, it’s about being profitable."
Annabel Kaye
"No knee jerk reactions. Acknowledge their complaint. Take a breath before you respond."
Everyone!
"Figure out what makes money and do more of that. Figure out what doesn’t make money and do less of that, or stop doing it altogether."
Annabel Kaye
"Manage expectations. If a client starts going outside of the scope, make sure you write to them asap and explain the difference in cost."
Laura Lawrence
"Have a goal. What are you trying to achieve in this relationship. It’s a business relationship and if managing them takes you towards where you want to be then find a way to do it. If it doesn’t, then find a way to stop."
Annabel Kaye
What Do You Know Now, That You Wish You Had Known When You Started Out?
We always try and get this question in live on air...
"That the brackets around the numbers on the accounts meant I was making a loss."