How to develop a “shitty client” radar? - WordCamp Rotterdam 2018

Transcript

1. How to develop a “shitty client” radar? For your WordPress business Manuela van Prooijen @manuelaweblish
2. Do not wait ‘till the banana starts dancing for you. Throw your own party! Manuela van Prooijen - Weblish WordPress & Online marketing trainer, Guerrilla marketing coach
3. Let me tell you a story… … something about a guy and broccoli
4. Does this sound familiar to you?
5. Time for a change!!!
6. My Easy Two Step Process To eliminate “not so good customers”
7. Step 1: Detect them! Recognize a Shitty Client from a mile away!
8. Step 2: Know your weapons Learn how to get rid of them or fire them off
9. 9 ‘not so fun’ clients
10. 1. Mrs Freebee! Promises you future work or to ‘build up your portfolio’
11. 1. Mrs Freebee! Promises you future work or to ‘build up your portfolio’ Always negotiate a fee or learn to say “no thank you”
12. 2. Mr NoPayOrPayLate Boy, does he have excuses to skip paying the bills….
13. 2. Mr NoPayOrPayLate Boy, does he have excuses to skip paying the bills…. Have this client pay 50% (or more) upfront!
14. 3. Mr DoItNow Shows up on your doorstep and demands to be helped now
15. 3. Mr DoItNow Shows up on your doorstep and demands to be helped now Set clear rules and protect your boundaries. Mention everything has a price. Introduce RUSH and ODD hours fees.
16. 4. Mrs ButtPain Is a major pain in the <BEEP>, an energy vampire
17. 4. Mrs ButtPain Is a major pain in the <BEEP>, an energy vampire Let her know you will do your job! You keep her posted when needed. Stick to your agreement/rules!
18. 5. Mr YourMine Acts as if he owns you, expecting you to be available 24/7
19. 5. Mr YourMine Acts as if he owns you, expecting you to be available 24/7 Set clear boundaries! Don’t be available 24/7 Make your restrictions clear! Answer emails only twice a day Hire a virtual assistant to answer phone Call back on two moments a day
20. 6. Mr Sooo Rude The rudest thing that ever walked the earth!
21. 6. Mr Sooo Rude The rudest thing that ever walked the earth! Tell him being a jerk does not work with you. …. Don’t walk away: RUN away!
22. 7. Mr El Cheapo Always likes to question the fee you ask
23. 7. Mr El Cheapo Always likes to question the fee you ask You know the value of your work, don’t sell out!
24. 8. Mr KnowItBetter Questions you as an expert
25. 8. Mr KnowItBetter Questions you as an expert Be clear about the rounds of changes and the discussion time included in the project. …..Or let them do it themselves ….alone!
26. 9. Mrs TalkShit Badmouths previous web design companies or developers
27. 9. Mrs TalkShit Badmouths previous web design companies or developers Be on guard: you may end up as gossip material.
28. Is there any hope?
29. Yep!, to solve the problem, we have to start at the very beginning
30. If your gut tells you this potential client is a bucked full of shit, please trust your gut. Trust your gut! Shit never turns to gold!
31. Google the client’s name Read some of their posts on social media Do some internet stalking!
32. This sounds old school, asking around still works. Ask for references
33. Ask the right questions BEFORE….. What are they really after? Low cost / Cost focused Speed focused High quality Great service Results Filter out the right clients Probably not price shoppers!
34. Realise your client may not have been a client before….. …..You may have to educate him/her. Preventing is better…
35. .... And document them Talk about mutal expectations
36. Write an agreement Revisions Payments Deadlines Moments of contact
37. Read the contract Make them a financial offer Provide details of another supplier (Don’t just dump a bad client on someone else – that’s cruel!) Apologise it “hasn’t worked out this time” Move on and learn from the experience Fire a client ?
38. From Shitty to Shiny 1. Choose only the most enjoyable customers 2. Don’t just say you love your customers: PROVE it! 3. Stop no saying ‘NO cannot do” 4. Don’t argue with them 5. Turn happy customers into ambassadors 6. Be flexible towards customers 7. A simple postcard shows you care 8. The power of referral business 9. Ask customers what they really want 10.Stay relevant after finishing a project
39. Wanna share some shitty client stories? Manuela van Prooijen @manuelaweblish
40. Thanks! Manuela van Prooijen @manuelaweblish