Dealing With Different Types Of Clients | Client Handling & How To Fire A Client When It’s Time
Channel: Robin Waite - Fearless Business
Date: 2019-03-01

SUMMARY OF VIDEO

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Client handling is the art of keeping things productive for both you and the people you serve. In this video, I talk about different types of clients – difficult ones in particular, and how to fire a client when your relationship has run its course.

You deal with many different types of clients as you deliver on your promises. Some clients are high maintenance and may not be worth the trouble. Others are a joy to work with – they appreciate your contribution and pay you well. These “golden egg” clients are key to your business. Work on perfecting your client handling skills and convert clients into golden eggs when possible.

Categorizing different types of clients makes it easy to identify opportunities to raise fees, upsell services, and manage expectations. It helps you plan how to best serve your clients and your business. 

Break your client list into four groups: 

1. high-paying, easy clients who value you
2. clients you love who don’t pay much (might be long-time clients whose fees are grandfathered in)
3. big spenders who are a pain
4. thorny clients who don’t spend much

When is the hassle not worth the revenue? Sometimes an overly demanding client drains energy that you need to nurture quality clients. Be clear on when and how to fire a client, or at least outsource problematic tasks. You can and should politely and proactively educate difficult clients about their bad behaviour, alter your services, or let a client go if necessary.

Are you successfully shifting clients from less desirable categories into your golden egg group? Are you confident about how to fire a client? Client handling is all about nurturing client relationships, so both you and your clients benefit from doing business together.

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00:00 - Introduction: Day 3 of the Challenge
00:20 - What Is the Pain in the Ass Factor?
01:00 - Mapping Clients: Pain vs. Profit
02:00 - Identifying "Love" Clients and Golden Eggs
03:15 - Managing High Maintenance Clients
04:20 - Strategies to Exit Difficult Clients
05:30 - Real-Life Example: Streamlining Support
06:00 - Closing Thoughts and Day 4 Preview
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