When entrepreneurs launch new businesses, they go to extraordinary lengths to earn clients. We’ll take any meeting, make dozens of cold calls and send out hundreds of emails. Slowly, our hustle is rewarded as our client list begins to grow. But despite our best efforts, we quickly learn that not all clients are created equal. Not all clients are worth keeping, either. I fired a problematic client because it was the best thing for both of us — but not before I identified the problem, did my best to solve it and confronted the worst-case scenario.
The problematic client in question was a poor communicator of his IT issues, which my team was doing their best to solve. When my client didn’t immediately get what he wanted, he verbally abused my staff members, who were only trying to help. Unfortunately, many of the issues he encountered were ones he created himself.
Like any IT provider, we expect most of our clients to have a basic understanding of computers. Without this basic understanding, our client came back to us over and over with the same complaints. Because IT issues are intrinsically linked to privacy and security, we expect our clients to come up with and remember their own passwords. We can’t do it for them. That would be a privacy nightmare.
If your problematic client isn’t happy, you should go out of your way to make it better. Prove to them you want them to be satisfied and that you value their business. Spend more one-on-one time with them or divert more resources to their projects. If they need to learn how things work with your team, take the time to teach them. Be patient.
Don’t Give Up Right Away
To make this client happy, we assigned a different employee to act as his contact, in case the issue was a personality conflict. He dealt with at least four different employees. Initially, he’d tell us he loved the new person, but a month later he would end up dissatisfied again. I’d end up doing damage control because the client was in a particularly rotten mood or having a bad day.
We continued to serve this client for an entire year. Unfortunately, the longer we persevered, the more the relationship disintegrated.