Hey there, Alec here…
Here’s a lesson I’ve had RE-learn recently about dealing with clients, but it’s a lesson that’s useful any time interacting with human beings is involved. Here it is:
If you have to push somebody to do something they’re not on board with —- or worse! —- something they’re lukewarm about and pay lip-service to, you will have to keep pushing the whole way until the job is done, or until one party walks away (usually the latter).
A few months back, a client and I got on the topic of the importance of regular communication with customer lists. I had written some successful promotions for this client over the past year or so, but he was doing nothing to build and maintain relationships with his customers on an ongoing basis in between promotions.
I suggested he start mailing a monthly newsletter to his customers. He could build hype for future events, share interesting personal tid-bits that would give his business personality and character to bond with, and then work in more promotions as he goes along, to a list that already expects to hear from him regularly…
“Sugar with the medicine”, if you will.
He said, “Great, I love it. But let me think about it for a month, that seems like a lot of time and energy to invest.”
I said, “Great, I love it. I’ll follow up in a month.”
Now, something you should know about this client… He is completely addicted “Industry Incest”. He just can’t get beyond his desire to do exactly what other people in his industry are doing… Just slightly better.
He loves the feeling of “one-upping” his peers in the industry, even if it’s not the best thing for his business and his customers. This guy is the perfect model of trying to market from your own ego instead of “entering the conversation already going on in your prospect’s mind”.
So when I followed up the next month, he said: “OK, you’re gonna love this”, (pretty much guaranteeing I’ll hate whatever is about to come out of his mouth) “I called a few people, and we can do these glossy magazines without doing any of the work. They will contact your vendors and just fill it up with these nice images and ads that are done really professionally. I mean, they do great work. They look like professionals magazines.”
Sigh. I wish this wasn’t common.
The original conversation I had with him was all about creating good content that customers would look forward to each month. It was about incorporating his personality into the monthly letter, to create bonding, relationship, and loyalty to him and his business. It was about maintaing personal connection to a large group…
… And somewhere between that conversation and the month-later-follow-up…
… He went back to his “Industry Incest” to make sure he was doing “what everyone does… just slightly better.” And was now excited about SPAMMING his customers with mindless nonsense.
So, he wanted me to oversee the putting together this shiny magazine (with no articles, just lots of ads and images), and “maybe put some of your good copy in there where you can fit it in”.
I tried to calmly explain that this wasn’t at all what we had discussed, and he might as well flush his $10,000 (the cost of the magazines for 1 month, not to a very large list, and not even mailed to the whole list) right down the toilet. Or burn it. Or urinate on it. Or all of those in reverse order.
In the end, I had to just bite my tongue and politely decline to “oversee” his shiny toilet paper.
A few weeks later, he called me, and decided he wanted to go with the newsletter we’d originally discussed, and he “had some ideas for good content”.
My gut said “just say no”, but my mouth said something stupid in the affirmative.
I work in his industry regularly, so I put together a 1st draft fairly quickly (4 pages of articles, news, appropriate personal tid-bits adapted from his Facebook feed, etc.) and sent it over to him. It took a few hours, and then came the flurry of emails asking for changes…
… And every change he asked for involved inserting more images, more logos, more stupid image ads from vendors, and ridiculous “25%-off-this-or-that” promotions.
Basically, he wanted the slick magazine that he’d wanted all along —- But he wanted ME to do all the work.
Now, here’s the point to take away from this story:
I should have trusted the consistency of this guy’s past behavior, and not the shifting sands of what he was saying just to get me to take a job.
But I said I would do the job, so…
… After a few emails back and forth about the type of newsletter I was wiling to create, he told me that he saw my point, and he wanted to do the newsletter my way, but that I needed “to chill a bit about this stuff”.
(I wonder what he would say if I told him to “chill” about his quality standards? hmmm…)
I calmly told him that I’m not “un-chill”… But that we would do the newsletter my way, every month, or he needs to go back to his $10,000-per-month-shiny-toilet-paper-idea. And I would have no part in it.
Listen: If you’re reading this, and you deal with clients as a consultant/coach/professional service provider, then you’ve had this happen to you (or you will).
I’ve known this guy a long time, so I gave him some wiggle-room on being stubborn. But I didn’t back down and let him tell me how to do my work.
He’s paying me for my expertise. For the ability to do things, and know the right answers, and see overlooked opportunities that he can’t do/know/see on his own. If he could do what I do, he would have done it already.
So you have to stand your ground. When a client starts pushing you around and trying to call the shots… Don’t be surprised, because business owners are used to having supreme authority over their “kingdom”… But it doesn’t help either of you to give in to being micro-managed by someone who doesn’t know jack-squat about how to do what you do.
Work with clients that trust you enough to actually do the job they’ve hired you to do. And be prepared to fire those clients that don’t.
Till Next Time,
Alec
