How to Decide If You Should Keep A Client OR
If You Should Fire Them
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At some point most designers will come across a client relationship that requires the serious decision of whether to keep them or leave them. Sometimes the client and designer relationship is so strained that it is obvious that both should go their separate ways. But what if there is a spark of hope in "saving" the relationship? Being a Web designer and programmer, I've developed a set of equations that has helped me a few times and it can work alongside a pro's and con's list as well.
Ok, here goes, remember these points. The 4Ps:
1. Profit
2. Potential
3. Promotion
* Pain
Let's start from the bottom and look at some equations:
Let's start with pain.
Is the client a PAIN but the account is profitable? Does it have potential and would work well in promoting your company? Then this is where I guess you will need to hone your customer service skills if you decide to keep them. I know some designers that will fire a client regardless of whether they made money or had potential. Remember, if they are a pain after a while, then it would be prudent to reassess why they are a pain. It could be your client pain tolerance is low.
Here are some more simplified versions of the equation (at some point I will make a chart)
If all 3 (profit, potential, promotion), then this is a keeper client!
If 2 of the 3 then it's pretty good. For example, maybe they have a lot of potential and it would help to promote your design abilities to clients you are after BUT, at the moment they are not very profitable. For this one I would try to show some patience and see what becomes of it.
If 1 of the 3 then it should at least be for profit or a compelling reason otherwise. For example, maybe you want to use it as a promotion to springboard to another industry. At this point, be vigilante in what you are trying to accomplish.
Let's go back to the PAIN client. If somehow 0 of the 3 or 1 of the three other Ps(profit, potential, promotion) is the case, then exercise caution. If you have no profit, no potential, and no promotion then these are critical signs to fire the client, especially if the client is a pain!
And finally, one I did not mention was passion! Passion for the work or project you are going to be working on. It may be you feel strongly about the cause or goals for a certain work. In this case, passion really knows no reason sometimes and the 3P equation may not apply.
Here's a simple chart I made mapping a scenario. Just remember if you get all three then the client is probably a keeper. Anytime, you have a pain client, then you need to rethink what your goals are with the account.
| |
Profit |
Potential |
Promotion |
| Profit |
+ |
+ |
- |
| Potential |
+ |
+ |
- |
| Promotion |
+ |
- |
- |
| |
Keeper |
Okay |
Fire |
*Most any combination of the three can work. The above serves as an example.
I had some comments about this little post and to clarify, the above are just guidelines, and to a greater degree your circumstances and personal goals will naturally determine the course you take. There has been no research or numbery stats that support this article. Just me and *my* common sense.
Other related articles
When, Why and How to Fire a Client by Derald Schultz
Firing a Client by Renee Costantini
If you've got other related links, please let me know.
Other Interesting Links...
Collect money from you clients faster with the one page Web store...
More commiseration at my lunch time comics...
Waste valuable time at DawdlePics.com...
Hey! I was in How Design Magazine...
How Hard Can It Be? You Just Copy And Paste the Code, Right??!!
...sip... |
