IS THE CLIENT ALWAYS RIGHT?

Should you go above and beyond to keep your clients happy?

Is it ever OK to fire a client?

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“You need to treat yourself like a business not just someone with a laptop. Once you switch your mindset, you will be more confident and the decisions will be easier.”

- Rachel Kurzyp

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TOPICS DISCUSSED IN THIS EPISODE:

• What is Client Management?
• What skills are key and when does mindset matter?
• The processes you should put in place to make the work go smoothly.
• Who are nightmare clients and how do we decide if they are worth the hassle?
• Should you ever fire a client? And how to handle this delicate situation.
• How to create a dream and nightmare client persona.
• Our client stories and our practical tips for successful client management.

RESOURCES FOR THIS EPISODE:

• Download Rachel’s Nightmare Client template + guide so you can spot, avoid and manage clients who are bad for your business growth and sanity.
• A practical playbook to for firing clients by Patrick Stafford.
• Naomi Simson reminds us to be careful the promises you make to your customers.
• Best practise ideas for managing your clients by Nathan Resnick.
• Customer service is the hard part but that’s also where the rewards are says Seth Godin.

“So many of us, particularly when we first starting out, we might not have a lot experience leading, or being the boss, or being a manger...so we default to the employee / employer style relationship. So there’s an unequal distribution of power and the client becomes like a tyrant. But you need an equal level of power so you can contribute your best work.”

- Sophia Colquhoun

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QUICK QUESTIONS FOR YOU

Have you had success setting boundaries with your clients? Do you feel confident sharing your process with clients? Let us know on our Instagram feed.

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