What’s up everyone? It’s been a little while.. My apologies, but I’ve been working on some amazing new content for Premium Clients Every Day and have let my blogging slip a bit.
Not to worry though, all is well and I’m back with a post addressing what seems to be an issue that some coaches, consultants and high value entrepreneurs are facing out there.. Namely, what to do with problem clients?!
If you are in business, serving clients in any capacity, you’ve no doubt had your fair share of “problem clients.”
You know, the clients that tell you all the right things and then never take action. Or, the client who doesn’t hold up their end of the bargain (and then blames you when they don’t get the outcome they’re looking for). What about the client that falls off of the map for a week(s) at a time and then expects to pick back up like nothing happened once they’re ready?
Oh man, the good old days! I don’t know about you, but, these sort of situations used to happen to me ALL the time.
Now, they never happen to me. I simply DO NOT deal with problem clients, needy clients or clients who don’t do what they say they are going to do.
How did I make this switch? It’s easy, I just started “firing” my problem clients (the very few that slip into my programs).
But…but…Brian, how do I “fire” a client that has already paid me and we’re already working together??
Easy, you just do it. You refund the client’s investment, and you both move on with your lives.
Simple as that, cut and dry, move on to the next.
But…but…Brian, I’ve already spent time working with this client and now I’m going to lose time AND money?!
Yup, that’s business some times. Trust me, nothing will sink a business faster than a few horrible clients.
They suck up resources, they stress you out and they will take responsibility for NOTHING that they do.
Any time that you spent with that client should be looked at as the time you needed to accurately assess what they’re all about.
You need to immediately fire this client by refunding their investment with you and telling them that you wish them the best but that it just didn’t work out.
For me, I can tell within the first few days whether or not a client is going to be the type of client that achieves success in our programs.
At that point, I’ve already completely vetted them during our Strategy Session (a post for another day), and have monitored their progress within our program during that first week.
99% of the time, I can quickly and easily spot the clients that may have “slipped through the cracks” and made it into the program even though they’re a bad fit, or a bad client.
Back in the day, I used to speak with these clients first about what is necessary to succeed with us. My speech was some version of a motivational pep talk mixed with a “second chance type speech.”
Unfortunately, this rarely ever worked. The client would “yea yea” me, and then it would be the same disengaged, excuse making client the next week.
Now, I just trust my gut, and I send the refund along with a simple message stating that I wish it could have worked out but unfortunately, we’re just not a great fit for each other right now.
Simple as that.
There are TOO MANY high quality, motivated clients out there to spend your time worrying about and baby sitting the small percentage that are low quality.
And the main issue is that two low quality clients will take up the same amount of your time as ten motivated, engaged clients who take their success seriously.
In an ideal world, I wouldn’t even have to think about this post, never mind write it.
But, unfortunately, we all know the truth. Some people lie, some people are lazy, some people will tell you something and then never do it and some people will straight up try to scam you.
In business, we are always taught that “the customer comes first and is always right.”
Well, the truth is that the only way you can truly put a problem client first and treat them right, is by refunding their money and sending them on their way.
Summary: Do not continue to work with problem clients. Refund their money, and move on with your business and life. There are WAY TOO MANY high quality, hard working clients out there to be focused on one or two losers that will destroy your business and mindset from the inside.
Action Steps:
- Make sure you speak with, and properly vet every single one of your potential new clients.
- If a client says all of the right things before you start working together, but then immediately flakes out, refuses to work hard, won’t take responsibility or doesn’t value your time? Fire that client.
- Bring joy to your business and life by helping people that want to work with you and that truly want to be helped.