| Any gardener will tell you the best way to keep a | | | | management that all had their hands on our |
| plant or a garden health is to weed, nurture and | | | | contract and we were expected to report to |
| prune. The same thing is true for your business. | | | | each of them. They didn't communicate with each |
| The healthiest businesses are the ones with the | | | | other and no one would take responsibility for |
| most productive clients. What do I mean by | | | | being the sole point of contact, it was frustrating |
| productive? Well, clients that over time become | | | | and according to them it was OUR fault. |
| more self-sufficient and can use the systems that | | | | We called a meeting to discuss things and as I |
| you put in place for them. They can place an | | | | walked into the meeting, their opening line was |
| online order without assistance, reconcile invoices, | | | | "we're very unhappy with your service levels and |
| track their projects, provide timely feedback | | | | your lack of responsiveness". I actually had trouble |
| when asked, they can actually make a decision | | | | keeping my temper, however I already knew the |
| and follow through on it and they pay your | | | | outcome of the meeting. |
| invoices upon receipt. | | | | My answer was very short and to the point..."I'm |
| Now, I have many productive clients and I'm | | | | sorry but I respectfully disagree with your |
| certain you do too. However, we all have the | | | | statement. We've been overly responsive to |
| other kind also. You know, the ones that always | | | | every request from all five of your department |
| need hand-holding, the ones who refuse to use | | | | heads who do not communicate with each other |
| ordering systems, trouble ticket and service | | | | and routinely ask for conflicting things. We have |
| tracking systems and they don't pay on time | | | | tried to resolve this situation however I no longer |
| either. These are the clients most likely to be on | | | | have any interest in doing so. Here is our letter of |
| your phone, in your email or at your door | | | | termination, you'll need a new vendor in 90 days. |
| constantly complaining about every little thing. | | | | We'll continue to do your work per contract until |
| They are the clients no one wants to talk to | | | | you make a new vendor selection. Please contact |
| because you can never make them happy no | | | | me with the name of your new vendor so we |
| matter how hard you try, how far you bend the | | | | can make a smooth transition for you. Thank you |
| rules or how often you bend over backwards for | | | | for your time and your business to date. This |
| them. They seem to spend every waking hour | | | | meeting is over. Have a great day." We stood up, |
| looking for ways to get under your skin, always | | | | shook hands and left the meeting room. |
| demanding concessions or refunds or add-ons to | | | | They were shocked, obviously they didn't think |
| orders.They continuously throw veiled threats | | | | we could afford to lose $100K in business, nor |
| about going to the competition if you don't kiss up | | | | could they fathom being fired. |
| to them. | | | | The move was great for business. Other clients |
| My response...after trying to educate, plead and | | | | heard the news and realized that they were much |
| honestly trying to get them into the fold, if they | | | | smaller than the client we just fired and suddenly |
| truly won't go along with the program, I will fire | | | | issues resolved, bills got paid timely and our |
| them. Now if they are your only client, or if they | | | | collective management soul felt refreshed. |
| are your largest client, this can be tougher to do | | | | Look at your business garden, know when it's |
| but if your business is built on the back of one or | | | | time to nurture your clients, prune back on |
| two clients you have bigger issues anyway. | | | | services or offerings and when it's time to pull out |
| A couple of years ago I had such a client. No | | | | the weeds that are choking the good strong |
| matter what we did we could not please them. | | | | plants. |
| There were several different levels of | | | | |