Why Bad Clients Are Good For Business
Bad clients. They exist in all industries, and more than likely you’ve had one if you’ve been in business long enough. Even if you haven’t been in business long, you may, unfortunately, have to deal with a bad client... One day!
But here’s the thing, bad clients are good for business!!
Don’t believe me? Keep reading as that is what I’m covering in today’s blog post.
You know the kind….
The one that makes you want to not start work because you know they haven’t got anything kind, or constructive to say, or the one that endlessly asks for additional revisions but doesn’t want to pay for them, or the ones that make all your business insecurities rise to the surface - even though you shouldn’t have any of those insecurities, or the one the rings you at the weekend!
Yes, those clients.
Why are they good for business you say?... Well because without them we, as business owners, can’t improve, get better or get smarter, without them.
I’m not saying go full speed ahead and book a client you know is a bad fit for your business, but instead, think about the ways to turn a bad experience with a client into a positive one. One that you can learn from.
Bad clients help you find good clients
Make a list
Ok so you are working with, or have worked with a bad client, but what makes them bad? Once you have identified this, write it down, make a list (kinda like the list Ross wrote about Rachel. Just make sure you don’t have the ability to “accidentally” press send or show them!). List all the attributes of the client, and the associated project, that didn’t work well or didn’t work at all.
For example; Is it that the client doesn’t like to take on board your professional reasoning? Or maybe the client is bad at communicating what they want? Are they indecisive? Too demanding? Maybe your personalities clash? Maybe they don’t know what to expect?
Whatever the reason...write it down and make a note.
This gives you a headstart on being able to identify what it is exactly that didn’t work and how to keep your eyes peeled for them the next time.
It can also form the persona of a client who is a bad fit for you and your business and something you can refer to in the future if and when you need too (should you need to of course!). I guess it’s almost like keeping a note for your future yourself.
Related:
Bad clients help you get your process in order
“That list” can also be handy to help you to get your process in order. Say, for example, that bad client endlessly asked for revisions or tweaks to amends that have been signed off, well then maybe this means you could add an additional revision round into your process, or maybe it means you need to have a policy (more on this below) which details what revision rounds come as part of the project.
Essentially, you can take action and learn from the “bad client”, and the experience associated with and turn it around.
Create a process
Create a process, a step by step if you like, of how your ideal project would go and add in steps that reinforce your ability to deliver a high-quality service. Tailor it to your ideal clients’ needs and think about what you would need or want if you were in your clients’ shoes.
This could mean that you need to start having consultations call with potential leads before booking them in, or adding in extra courtesy calls whilst the project is ongoing or maybe you add in another revision round in. Look into what will help you and your client to stick to some “rules”. Obviously, you have to create and set the rules, but don’t forget to keep your client at the forefront of your mind when doing so.
Bad clients help you get your contract and policies in order
If you don’t have a contract then that’s a massive oversight and you need to stop right now and get that sorted. You need a contract if you run a business and you should most definitely have one.
I would also go as far as saying you should even get it looked over by a legal professional to make sure it is structurally sound.
I highly recommend Ingrid Fernandez, a lawyer, and founder of Dec + Dash Legal Consulting - She’s also a guest author on my blog so watch out for her amazing article coming soon!
Sometimes, and more often than not, putting a policy in place can be a game-changer between a bad client and a good client. For example, setting your working hours and therefore setting client expectations.
Availability, revision, payment and timeline and deadline policy
I have a policy that states when I’m available (my working hours) and when my clients can expect to hear from me (no weekends or bank holidays - or my birthday!). I refined this after I had a client calling me at the weekend once, expecting design changes to be done on that same Saturday afternoon she called me.
I turned that bad client situation (and conversation) into a refined policy statement so that everyone associated with the project is clear on the outcome and expectation.
I also have a revision policy, payment policy and a timeline and deadline policy. They all came about from turning a potentially bad client (and experience) into good actions which manage expectations all round. This is another reason why bad clients are good for business - they help you solidify your contract and policies.
Conclusion - Bad clients help you grow and improve
Ultimately bad clients help you grow and improve in business and so this is why they are good for business.
In fact, bad clients are usually unhappy clients - maybe they don’t know what to expect, or they are just not a good fit, that’s why it’s important to learn from and re-evaluate difficult conversations and clients to help improve your business and grow yourself as a business owner.
Let’s be honest - we’re not perfect business owners and we don’t know ALL the answers, but it’s about working out how to best answer and find a solution and manage those expectations.
So there you have it, why bad clients are good for business.
Did anything raised in this article resonate? How have you managed a client expectation?