17 {{ upvoteCount | shortNum }}
17 {{ upvoteCount | shortNum }}

Advice Needed: Client (or his daughter) changed his logins without telling me

by MatthewRHallEsq
11 replies
I recently told a client I'd be raising rates in 2015 so that he was matching what my other clients were paying. Here's the relevant info:
  • Been working with him for about 15 months
  • My email and content marketing helped raise his profits from $4k/month to $40k/month after 11 months
  • Recently, he's been shooting down my ideas on ways to improve his marketing and instead instructing me to spam his list incessantly - not good marketing, but not open to good suggestions
  • He's also paying for just a fraction of what he should be due to scope creep and a low initial rate I haven't ever increased
On Tuesday, after his Black Friday sale ended and Cyber Week began, I told him my rates would be increasing from $25/hour to $75/hour starting January 2015, effectively tripling his monthly retainer. His business has grown significantly thanks to my work and the work of his PPC contractor, but his promise to increase my pay as his business grew hasn't panned out (I was broke and naive when I began working with him).

Here's where I need your advice: I haven't heard anything back from him since I sent the email, but he's changed the login information for MailChimp and his domain registration, and the DNS is no longer pointing to the blog subdomain I set up.

So, I'm taking that as kind of a "screw you" on his part, which I'm fine with.

My question is, how do I deal with this in a professional manner? Simply email and say, "What's up?" Or do I acknowledge that he's shut me out and say, "Okay, I guess I'm not managing your email/content for December, either?" I'd like to take the high road.

What's been your experience when a bad client goes completely sour?

Thanks in advance for your comments.
#advice #changed #client #daughter #logins #needed #telling
  • Profile picture of the author Jack Gordon
    I would say this ex-client just did you a favor.

    If you want closure, send him a professional letter informing him that due to your differing philosophies, you have decided to discontinue working with him. Then wish him the best and go take care of your actual clients.

    If you want to leave the door cracked open, you can mention that you would welcome him back under your new contract, which states your current rates and anti-spam policies.

    However, it sounds like he was toxic. You could have been letting him suck out bits of your soul for a long time to come if he hadn't ripped off the bandaid. You are better off without clients like that in the long run.
    Signature
    Fifteen Lessons I have learned over 15 years and six businesses (or, My 1000th-Post Manifesto)
    {{ DiscussionBoard.errors[9717402].message }}
  • Profile picture of the author angiecolee
    Just write him a straightforward message.

    You can leave out the part about the passwords if you don't want to bring up awkwardness.

    "Hey, I know things have been a little rough lately and my rate change may be a bit intimidating. I completely understand if it's not doable for you right now. Just let me know by X date if you'd like to keep working together. You will of course be able to access past work blah blah blah..."

    So just...level headed. It's hard to be a dick to someone who's going out of their way to be nice to you. And if he is a dick after a nice response, that tells you everything you need to know.
    Signature

    Aspiring copywriters: if you need 1:1 advice from an experienced copy chief, head over to my Phone a Friend page.

    {{ DiscussionBoard.errors[9717408].message }}
    • Profile picture of the author ThePromotionalGuy
      Matthew,

      How's it feel to fire a client?

      Definitely send him correspondence regardless if he responds back or not. His lack of responding gives you more proof, should you need it, that you went the extra mile to contact him. Then print off every email and keep it in a file.

      Your documentation is your plausible deniability package. It will protect you and your company from repercussions, in the event that illegal or unpopular activities, by your previous client become public knowledge or he tries to implicate you as a party to the actions.

      On the flip side you state this:

      My email and content marketing helped raise his profits from $4k/month to $40k/month after 11 months
      11 months working with a client and getting firsthand knowledge and watching your strategy go from 4k per month to 40K per month, remind me again who is the bigger loser here? Not you my friend.

      He got what he wanted but only in the moment. But let him try replicating it again without your knowledge and experience.

      Best part, you get to start the new year off with clients at your new rates.

      Merry Christmas!!
      {{ DiscussionBoard.errors[9717556].message }}
  • Profile picture of the author MatthewRHallEsq
    Thanks all for your feedback and input.

    I ended up emailing him and basically saying, "Not sure if you changed your logins or you had planned on having me work through December, but at this point I'm too busy with other client work to continue our relationship. Good luck."

    He responded, "Yes, I had them changed and was planning on canceling our relationship. I did not mean to offend you having had others cause problems upon termination just wanted to make sure. I wish you well and I have to say I learned a lot from our working together."

    Yes, he did change his logins after finding out my rates were increasing. I believe that it's untrustworthy people who are the least trusting, and no professional needs to deal with that kind of nonsense.

    And like you said, Woody, I got some great results I've already used to find better clients.

    This was indeed a toxic client - one that I'm glad to fire before the situation gets worse. But at least it ended on decent terms.

    Thanks again for your replies!
    {{ DiscussionBoard.errors[9717764].message }}
    • Profile picture of the author OutOfThisWord
      You are the scarce resource he and others like him must have.

      He HAS TO grow the business he is in. You don't.
      {{ DiscussionBoard.errors[9717880].message }}
  • Profile picture of the author Cam Connor
    Don't write him anything. CALL him up. Make him make a decision right there on the phone. Make him reject you over the phone, or at least give you some closure... he owes you that.

    If his business really went from $4k to $40k per month, then tell him since his business multiplied tenfold, and you're only asking him to increase your retainer to three times what it was, it's still a good deal. If he won't do it, then tell him to screw, and if you were providing as much value as you seem to think you are, then his business will suffer tremendously as a result.

    Edit: Didn't read your last message, so you can ignore this pointless advice.
    {{ DiscussionBoard.errors[9718023].message }}
  • Profile picture of the author Raydal
    Hard lesson to learn but increasing your rates with clients is about
    the trickiest thing you can get done. Even when the value you
    provide is making them more money.

    If you don't have Alan Weiss Value-Based Fees, I recommend
    you read it and check out Chapter 5--How to convert existing
    clients. The author explains that increasing your fees will in most
    cases be equivalent to firing your clients.

    -Ray Edwards
    Signature
    The most powerful and concentrated copywriting training online today bar none! Autoresponder Writing Email SECRETS
    {{ DiscussionBoard.errors[9718031].message }}
  • Profile picture of the author Jack Gordon
    One more thought...

    Is there anything that keeps you from going to his competitors, showing them what you did for him, telling them your relationship with him is over, and taking them on as clients at your full rate?

    That would be my next move... probably the easiest client acquisition you'll ever make.
    Signature
    Fifteen Lessons I have learned over 15 years and six businesses (or, My 1000th-Post Manifesto)
    {{ DiscussionBoard.errors[9718038].message }}
    • Profile picture of the author MatthewRHallEsq
      Originally Posted by Jack Gordon View Post

      One more thought...

      Is there anything that keeps you from going to his competitors, showing them what you did for him, telling them your relationship with him is over, and taking them on as clients at your full rate?

      That would be my next move... probably the easiest client acquisition you'll ever make.
      Great idea. I've actually got a few sites he's mentioned that might be good to work with. It's not a niche that's growing, so it's not anything I'd like to start selling myself on a new competing site. But letting someone else go to the work of creating an email list and finding an initial audience to sell to? That I could do.

      And Ray, part of my reason for increasing my fees so much was to practically fire him. However, that sounds like a great reference. Since your last recommendation to me (Power Copywriting by Lewis) was so great, I'm definitely going to check it out.
      {{ DiscussionBoard.errors[9718053].message }}
      • Profile picture of the author Cam Connor
        Originally Posted by MatthewRHallEsq View Post

        Great idea. I've actually got a few sites he's mentioned that might be good to work with. It's not a niche that's growing, so it's not anything I'd like to start selling myself on a new competing site. But letting someone else go to the work of creating an email list and finding an initial audience to sell to? That I could do.

        And Ray, part of my reason for increasing my fees so much was to practically fire him. However, that sounds like a great reference. Since your last recommendation to me (Power Copywriting by Lewis) was so great, I'm definitely going to check it out.
        Yea, you can refer his PPC guy too, if you know him. I'm sure he's probably dissatisfied with the client as well.
        {{ DiscussionBoard.errors[9718430].message }}
  • Profile picture of the author JonMills
    Originally Posted by MatthewRHallEsq View Post

    I recently told a client I'd be raising rates in 2015 so that he was matching what my other clients were paying. Here's the relevant info:
    • Been working with him for about 15 months
    • My email and content marketing helped raise his profits from $4k/month to $40k/month after 11 months
    • Recently, he's been shooting down my ideas on ways to improve his marketing and instead instructing me to spam his list incessantly - not good marketing, but not open to good suggestions
    • He's also paying for just a fraction of what he should be due to scope creep and a low initial rate I haven't ever increased
    On Tuesday, after his Black Friday sale ended and Cyber Week began, I told him my rates would be increasing from $25/hour to $75/hour starting January 2015, effectively tripling his monthly retainer. His business has grown significantly thanks to my work and the work of his PPC contractor, but his promise to increase my pay as his business grew hasn't panned out (I was broke and naive when I began working with him).

    Here's where I need your advice: I haven't heard anything back from him since I sent the email, but he's changed the login information for MailChimp and his domain registration, and the DNS is no longer pointing to the blog subdomain I set up.

    So, I'm taking that as kind of a "screw you" on his part, which I'm fine with.

    My question is, how do I deal with this in a professional manner? Simply email and say, "What's up?" Or do I acknowledge that he's shut me out and say, "Okay, I guess I'm not managing your email/content for December, either?" I'd like to take the high road.

    What's been your experience when a bad client goes completely sour?

    Thanks in advance for your comments.
    SCREW HIM and MOVE ON!!

    Obviously paying you pennies is more important to him than the value you give. You don't want clients like that. But tons exist. Those who love to nickel and dime.

    When he returns for your help, flip him the bird and move on.
    Signature
    http://www.thecopywriterwhisperer.com/ Persuasion at it's best!
    http://www.affiliateorganizer.com/ Organize your entire online business - Super affiliates give it the thumbs up!
    {{ DiscussionBoard.errors[9732026].message }}

Trending Topics