I Fired One of My Offline Client, Will You Do the Same?

14 years ago

I've come close to sacking a client who can't get it into his head that I need him to email me - not phone me a 10pm on a Sunday night. When he does finally email me - his email says "please phone me" - ARGGHHH!

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GoGetta

14 years ago

Originally Posted by NewbiesDiary

I've come close to sacking a client who can't get it into his head that I need him to email me - not phone me a 10pm on a Sunday night. When he does finally email me - his email says "please phone me" - ARGGHHH!

Hey NewbiesDiary,

Man, that is a nightmare!

You should get a business cell phone or seperate line that doesn't get answered outside of office hours. I did, and most my clients prefer to email than phone now. After 5.30pm, the only way to get me or my business is by email! ; )

GoGetta

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NewbiesDiary

14 years ago

Originally Posted by GoGetta

Hey NewbiesDiary,

Man, that is a nightmare!

You should get a business cell phone or seperate line that doesn't get answered outside of office hours. I did, and most my clients prefer to email than phone now. After 5.30pm, the only way to get me or my business is by email! ; )

GoGetta

lol I just ignore it. I'm travelling round the country with my offline niche site, and have explained to the client that during the day I'm with other clients and wont answer the phone.

When I finally get the email - I reply and say I can't get range on the mobile - please email me what I can help you with. The reply came back with "oh nothing you've done so much already" - what the??

That same client kept wanting me to meet the rest of his 'team' - which had no relevance on me or my role. I edged around that one for a while and he didn't take the hint, so finally I just said "I don't see the point in me meeting with these people." He didn't ask again. He's still a client, just a much better trained one now.

I've also been in to a business that I could see very clearly on their shelves they were breaching someones copyright - very blatantly (it's a brand that EVERYONE in the world would recognise!!) I couldn't walk out of the business (the industry is too small and word would have spread quite quickly about my 'rudeness' or some such story) so I down played my product, ummed and ahhed and prayed they wouldn't be interested (very difficult cause my product is SOOO awesome hahahaha). Fortunately they weren't - pheww!

You need rules and scruples. But it can take a while to get the guts to implement them both.

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globalpro 14 years ago

Originally Posted by NewbiesDiary

He's still a client, just a much better trained one now.

I think that to be a key to working with people is to set the guidelines upfront and make them stick with it. The worst that happens is they bail, which is problem solved. No action on your part needed.

The thing I always make a point to do is keep it strictly business. If I have to dump someone, I explain to them why in a professional manner (not make it personal). On more than one occasion, I have had them come back with a better attitude and can usually charge more. Helps them see my value in what I do.

Best to always keep your options open.

Funny thing is, in doing it this way, I have actually gotten referrals from people that I have 'parted ways' with. Go figure.

Thanks,

John
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Scott Ames

14 years ago

Originally Posted by NewbiesDiary

I've come close to sacking a client who can't get it into his head that I need him to email me - not phone me a 10pm on a Sunday night. When he does finally email me - his email says "please phone me" - ARGGHHH!

Ha Ha.... oh that's classic.

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Success consists of going from failure to failure without loss of enthusiasm. -Winston Churchill

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GoGetta

14 years ago

Yes I believe you did right!

Not too long ago I read the 4 Hour Work week by Tim Ferris and he touched on the fact, your highest paying clients are generally less hassle. So, focus on them and get rid of the clients that are constantly on your case. (Usually lower paying clients)

Now, may not be the case for you, but this RINGS SO TRUE!

I looked at my own clients in the offline niche after reading that book and low and behold, my lowest paying client, that was paying me for SEO of 5 keywords locally, was by far the most work!

The client is the only one I get emails from at least 3 times a week asking for me to do this, and then that, and then this again! Then, when I mention cost for services not included within our agreement, I get a pause and a "well its probably not worth it"

A prime example:

Back in November, this client in particular asked me for advise regarding SEO for a much larger site they had just bought from ebay. I knew this would be a bad site, and it was, and to get it anywhere near what they wanted, it would cost $$$$$!

The client asked me for a price on SEO!

I explained it would be much more than what they pay me at the moment for Local SEO, as this was a broader market and would indeed have more competition!

There response:

"Oh, well it's probably not worth the effort then!"

I hadn't given a price, I just mentioned it would be more than what I am being paid to SEO a locally targeted website.

Up until the New Year I had kept this client on because I was getting paid every month like clockwork, so I thought, doesn't matter, just handle the emails and constant questions and issues.

But, I read the 4 hour work week and it opened my eyes, I ripped the contract up and no longer work with the client.

It has worked out better for me, I now put my saved time into my best clients and of course gaining new ones!

Don't be afraid to cut a contract up if you are not happy with the way its working out. There are plenty more fish in the sea! ; )

GoGetta

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Andyhenry

14 years ago

Hey Darren,

This is a good subject. Many IMers are being told to work with offline clients but are not prepared for what that means.

I've made it a habit to have an initial consultation with all potential offline clients to establish whether what I want to offer is going to suit us both.

So - rather than fire them when they get difficult I tend to not take them on in the first place.

With that said - I have still had to fire one because they kept coming back saying things like "I've seen this website saying they can guarantee google number 1" when we're already working on their SERPS.

Ironically - they decided that they didn't want to pay what everyone else was charging and did nothing - and the work I'd already done put them to number 1 in Google and they've been there ever since (they called my up when it happened and offered me a bottle of champagne to say thanks).

Life's too short to just work with anyone, so I try to avoid incompatibilities up front.

So, if your client turned out to be 'bad' business - you gotta fire them and move on.

Andy

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Fernando Veloso

14 years ago

Originally Posted by Andyhenry

Hey Darren,

This is a good subject. Many IMers are being told to work with offline clients but are not prepared for what that means.

I've made it a habit to have an initial consultation with all potential offline clients to establish whether what I want to offer is going to suit us both.

So - rather than fire them when they get difficult I tend to not take them on in the first place.

With that said - I have still had to fire one because they kept coming back saying things like "I've seen this website saying they can guarantee google number 1" when we're already working on their SERPS.

Ironically - they decided that they didn't want to pay what everyone else was charging and did nothing - and the work I'd already done put them to number 1 in Google and they've been there ever since (they called my up when it happened and offered me a bottle of champagne to say thanks).

Life's too short to just work with anyone, so I try to avoid incompatibilities up front.

So, if your client turned out to be 'bad' business - you gotta fire them and move on.

Andy

Ditto! Read again boys and girls, cause this is one of the secrets.

Forgot to answer you Darren:

Last year we had to fire a customer. He was a pain, every week calling with nonsense issues (he doesn't know what the hell is talking about) and lot's of problems when the bills arrived his office.

So in September I told him bye-bye.

He now has a new site, ranking 4th page for his keyword. HOW DUMB IS THAT? Dropped a #2 ranking site to a new one (wtf??) and he has no rankings!!! He's losing more money then he needed.

Real moron.

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Darren Tan

14 years ago

Ouch! I definitely can understand the pain, just because they are paying us a measly sum, they thought they own us and all our precious time.

Originally Posted by NewbiesDiary

I've come close to sacking a client who can't get it into his head that I need him to email me - not phone me a 10pm on a Sunday night. When he does finally email me - his email says "please phone me" - ARGGHHH!

That's EXACTLY what I'm thinking. Thanks Bro!

Originally Posted by GoGetta

Yes I believe you did right!

Not too long ago I read the 4 Hour Work week by Tim Ferris and he touched on the fact, your highest paying clients are generally less hassle. So, focus on them and get rid of the clients that are constantly on your case. (Usually lower paying clients)

Now, may not be the case for you, but this RINGS SO TRUE!

I looked at my own clients in the offline niche after reading that book and low and behold, my lowest paying client, that was paying me for SEO of 5 keywords locally, was by far the most work!

The client is the only one I get emails from at least 3 times a week asking for me to do this, and then that, and then this again! Then, when I mention cost for services not included within our agreement, I get a pause and a "well its probably not worth it"

A prime example:

Back in November, this client in particular asked me for advise regarding SEO for a much larger site they had just bought from ebay. I knew this would be a bad site, and it was, and to get it anywhere near what they wanted, it would cost $$$$$!

The client asked me for a price on SEO!

I explained it would be much more than what they pay me at the moment for Local SEO, as this was a broader market and would indeed have more competition!

There response:

"Oh, well it's probably not worth the effort then!"

I hadn't given a price, I just mentioned it would be more than what I am being paid to SEO a locally targeted website.

Up until the New Year I had kept this client on because I was getting paid every month like clockwork, so I thought, doesn't matter, just handle the emails and constant questions and issues.

But, I read the 4 hour work week and it opened my eyes, I ripped the contract up and no longer work with the client.

It has worked out better for me, I now put my saved time into my best clients and of course gaining new ones!

Don't be afraid to cut a contract up if you are not happy with the way its working out. There are plenty more fish in the sea! ; )

GoGetta

Well, there were 2 partners, at that point when I closed the sale, there was only 1 partner around (she was very responsive and coorperative), it's her the other partner that's the bad business.

Doesn't want to implement the advice I've given, and come back telling me the results was not fantastic. This actually ignited the action of firing them on the spot.

Originally Posted by Andyhenry

Hey Darren,

This is a good subject. Many IMers are being told to work with offline clients but are not prepared for what that means.

I've made it a habit to have an initial consultation with all potential offline clients to establish whether what I want to offer is going to suit us both.

So - rather than fire them when they get difficult I tend to not take them on in the first place.

With that said - I have still had to fire one because they kept coming back saying things like "I've seen this website saying they can guarantee google number 1" when we're already working on their SERPS.

Ironically - they decided that they didn't want to pay what everyone else was charging and did nothing - and the work I'd already done put them to number 1 in Google and they've been there ever since (they called my up when it happened and offered me a bottle of champagne to say thanks).

Life's too short to just work with anyone, so I try to avoid incompatibilities up front.

So, if your client turned out to be 'bad' business - you gotta fire them and move on.

Andy

Thanks

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Kim Standerline

14 years ago

Been there, done it,

Dont care how much they are worth in monetary terms it just aint worth the stress and mental anguish lol.

I've also "sacked" customers/clients for abusing my support staff. I won't put up with that, and I don't expect them to either

Kim

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TylerF

14 years ago

That's a great move.

She seems like the 20% of your clients that give you 80% of your headaches.
And now you're able to focus more on your other clients, which will give them better results, thus getting more backend fees from them.

Thanks
1 reply

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Darren Tan

14 years ago

Thanks Mark!

As cruel as it may seem but I truly think that it's just a waste of time on them if we use everything we have to try to help them grow their business as much as possible but they only think that "I paid you & you are my slave now!"

Originally Posted by MarkAndrews IMCopywriting

Lets face it, some clients can be bloody hard work,
it's not worth the time of day to cater to their every
whim or desire.

As regards my copywriting for example, I don't want
any more 'cheapo' clients who havn't got a clue what
they want or don't know what precisely, is good for
them.

It's just not worth the time and hassle expended,
trying to help them. You've got to know when to cut
them loose.

Cheap clients invariably are just too needy and demand
far too much attention, thinking the whole world owes
them a favor.

If in future I've got to set up an extremely strong filter
to weed out these kind of clients altogether, then so be
it.

It's hard enough work being in business for yourself for
donkeys years (decades), without having to put up with
difficult clients who don't know what side their bread is
buttered on.

If one slips through the filter and starts playing up, fire
them straight out the backend instantly.

Some might say that's cruel, that every customer is king.

Of course a business thrives on getting new clients but
the last thing any business owner needs is clients who
purposely take up far too much of your time and energy.

It's much better to focus on attracting the right kind of
clients to your business in the first place, rather than
just accepting all and sundry, willy nilly.

Would I do the same in your situation, a resounding YES
is the answer to that one.

Doesn't make you very popular at times, but there you
go, you gotta take the rough with the smooth.

Being self employed isn't a bed of roses, it takes tenacity,
an astute, keen mind and a lot of sheer bloodymindedness
at times to battle on and succeed, come what may.

Mark Andrews...

Thanks Tyler!

Originally Posted by TylerF

That's a great move.

She seems like the 20% of your clients that give you 80% of your headaches.
And now you're able to focus more on your other clients, which will give them better results, thus getting more backend fees from them.

Thanks

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"You are surrounded by simple, obvious solutions that can dramatically increase your income, power, influence and success. The problem is you just don't see them."

Marketing Legend - Jay Abraham

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optomathematgineer

14 years ago

Apparently, there are more differences than needed to be, and at this point, it seems obvious to go separate way. In a team, the team member (including the leader) need chemistry. If it is indeed lacking, there will not be good teamwork. When you put two smart brains together, there might not be a dream team. The winning team might just have good players but need not have superstars. I guess you know what I am trying to say here; separation (firing) is inevitable.

If you take one step back, and be as calm as you possibly be, do hope this "firing" is done in the best way possible. No hard feeling. You never know what can happen tomorrow. She can be your neighbour, your friend's wife, etc. Personally, I would try to stay cool and be nice guy, but I am not saying not firing but just do it nicely. Agree?

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EruwanGerry

14 years ago

If the client gives you more headache, then just fire him or her!

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triosolutions

14 years ago

If you belive Customers Always Right then you might not have problem like this.

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Darren Tan

14 years ago

I totally get what you mean John, it's probably the best case scenario if I can turn rejected clients into a source of referrals.

Originally Posted by globalpro

I think that to be a key to working with people is to set the guidelines upfront and make them stick with it. The worst that happens is they bail, which is problem solved. No action on your part needed.

The thing I always make a point to do is keep it strictly business. If I have to dump someone, I explain to them why in a professional manner (not make it personal). On more than one occasion, I have had them come back with a better attitude and can usually charge more. Helps them see my value in what I do.

Best to always keep your options open.

Funny thing is, in doing it this way, I have actually gotten referrals from people that I have 'parted ways' with. Go figure.

Thanks,

John

Hi Zahira, as a matter of fact, I really don't think customers are always right, more so when they really have no knowledge in the area where I specialize (not trying to be arrogant or something)

Originally Posted by triosolutions

If you belive Customers Always Right then you might not have problem like this.

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Black Hat Cat Banned 14 years ago

Originally Posted by triosolutions

If you belive Customers Always Right then you might not have problem like this.

If you believe the customer is always right, you probably have bigger problems to worry about....like grasping reality.
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iw433

14 years ago

Clients are like shoes. If they don't fit, don't wear them, no matter how good they may look.

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globalpro

14 years ago

Darren,

Doesn't mean you don't have the occasion to totally burn the bridge behind you, but keeping it business, and not personal, it what works best. Even if the person leaves, they can't say anything but the truth about how you handled things. Strictly professional.

I do know what I said works. Have done it for years offline and on.

Thanks,

John

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Brad Gosse

14 years ago

We fired a six-figure video editing client last year because they were always 90 to 120 days late paying their bills and constantly blamed us for their own mistakes.

It wasn't a difficult decision even though I had to lay off an employee who did their work. It just wasn't worth the mental stress. You don't start your own business to put up with time sucking clients.

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hotftuna

14 years ago

I let go of all of my off-line clients about seven years ago.

I knew that I would be better off promoting my own sites. This way, I take all of the chances and reap all of the rewards if things go my way.

Much better use of my time and energy.

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ileneg

14 years ago

My answer to the question in the OP is "yes".

Remember that just because we can work 24/7/365, it doesn't mean that we "should". Setting clear boundaries ahead of time can help with this. And if you didn't get to do it ahead of time, it's not too late.

If "we" don't respect "our" own time, beggining w/only taking so much from difficult, time consuming and/or energy draining clients, then how do we expect them to?

ileneg

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I Fired One of My Offline Client, Will You Do the Same?

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