Tip 174) Is it time to sack your crappy clients?

"Sack clients?" I hear you yell. "What the hell? I need all the clients I can get!"

Sometimes it is easy for us to think we have to be everything to everyone. Whoever invented the quote that the 'customer is always right' obviously didn't have to deal with customers who are never on time, late paying or rude to you or your team. Whilst there is an element of truth in this statement in some circumstance (see Tip 176), you really don't need to put up with crappy clients.

Often the crappy ones take up the most of your time for the smallest reward. They usually try to haggle for a discount and seem to have never heard of the concept of "win-win" in business.

When I first starting business coaching many years ago, I had two crappy clients like this. Neither were ever on time, often tried to reschedule their sessions at the last minute, and I ALWAYS had to chase them for payment. I was moaning to my business coach about this one day, and he said, "Did you explain the rules of the game when you started with them? Do they know what is expected of them?" 

I hadn't. I was so chuffed that I had two new clients that I didn't want to rock the boat with them. He told me to have the conversation and if they played by the rules, great - keep them, and if not, put their prices up by 50% and they will probably leave by themselves! If they didn't, at least I was getting a lot more money for the hassle if I wanted it. If I didn't, he told me to sack them!

So I did as I was told. (Unusual for me!)

The first guy was really apologetic, changed his ways and stayed with me for 3 years. The second client didn't change, had his prices increased by 50% and was gone within a month - soon to be replaced by a new, much lovelier client.

This was a massive lesson for me. Now I always make expectations very clear up front and am more than happy to walk away if they don't agree. It's never impacted my business in a negative way.

What are your Rules of the Game? 

Get it? Got it? Good! :-)

Jo x

PS. Need help, advice or support? Join a lovely bunch of like-minded, positive people at one of The Small Business Growth Clubs that I run each month to raise money for HappiMe. Bespoke advice from me for £20. Bargain :-)