Organizations want to do great work and make clients happy, but when should they draw the line with a disrespectful client? Here are a few client situations that may resonate with your organization along with possible solutions.

SCENARIO: The client continually calls at the last minute to have a service completed – even when you have provided suggestions on minimizing last minute requests.

SOLUTION: If the client continues to provide last minute requests, suggest a separate and distinct rate for the quick turn-around (example: 15-20%). This type of behavior is hard to adjust without radical resolve. If the client continues to argue the point, consider transitioning them out. 

SCENARIO: After each monthly invoice, the client asks for you to cut the charges in half.

SOLUTION: If the client continues to ask for steep discounts on your services, they don’t see the value of your services.  Communicating with the client after each completed service may aid in validating charges.  If the price reduction continues, gladly suggest a competitor as an alternative and provide a ‘hand-off’ of 30 days to transition. You will be surprised how quickly the client will become compliant.

SCENARIO: You hear from others in your industry that your key client is unhappy and is bad mouthing your services. The client tells you that he is happy but hasn’t called back for more work.

SOLUTION: To diffuse this type of behavior immediately, ask to quote the client and/or include them in a very visible event or product announcement or blog.  If they truly are bad mouthing you, this is your chance to flush out the reality of the relationship – good or bad.

More Resources:

Entrepreneur: Fire Your Bad Clients

Legal Marketing Blog: Are Bad Clients Keeping You Up at Night?

Webmaster World: Three Warning Signs of a Nightmare Client

Best

Denice MacDonald