Ilise Benun on Problem Clients for Revolve-final

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advice, accountability and assistancefor creative businesses advice, accountability and assistance for creative businesses

Problem Clients: How to Spot Them and Turn Them Into Good Ones

with Ilise Benun @MMToolbox Illustrations by Iain Keith Murray @IainKeith


Ilise Benun •  Mentor and business coach exclusively for

creative professionals/agencies

•  Host/Co-Producer of “Creative Entrepreneur” track of HOW Design Live

•  Author of 7+ books


All 7 books available on Amazon.com


Business advice, accountability and assistance exclusively for

creative professionals.


Quick Poll 1.  Do you have a problem client right now? 2. Have you outgrown them? 3. Have you accepted them? 4. Do you like them?


“Problem clients” vs.

“Clients with problems”


Avoid “problem clients” &

Charge more to “clients with problems”


Are you the real problem…


By enabling bad behaviors

and not setting expectations?


5 types to watch for 1.  The Chaotic Client 2. The Cheapskate 3. The Clueless Client 4. The Jerk 5.  The Big Bore


Which one are you?


#1: The Chaotic Client

•  Frantic •  Frazzled •  Disorganized •  Overwhelmed •  Mixed

messages


•  External: Chaos in the corporate culture. •  External: Unrealistic demands/expectations on them. •  Internal: No organizational skills or self discipline. •  Both: they pay no consequences.

What could be happening:


1.  Be generous: give them structure. 2.  Have a process and enforce it. 3.  Say, “Yes, but…” instead of “No.”

If you say yes, you must…


#2: The Cheapskate

•  No budget •  Haggling •  5 & 10-ing •  Careless


When they won’t give you the budget… •  …they may not understand what’s involved. •  …they may be embarrassed by their budget. •  …they may be pressured to do more with less.



1.  Educate them -- demonstrate what’s involved. 2.  Work with them -- adjust the scope of work. 3.  Be generous – to a point. 4.  Don’t be a doormat.



#3: The Clueless Client

•  No plan •  No content •  No goals •  No budget


- He wasn’t exactly clear on what materials he needed. - He wasn’t organized - Had no marketing plan -  Content wasn’t ready. -  Needs help with messaging. -  Has unrealistic goals -  No budget established, says he doesn’t know what these projects cost. -  He says he’s picky. Am I confused due to lack of experience? Is this a messy client? Normal?

Marlena’s prospect:


•  Amateurs running businesses without guidance. •  People in jobs they aren’t qualified for. •  Lots of layoffs == no replacements! •  Younger and younger workforce. •  All = Higher demands on you.



1.  Determine they can be helped. 2.  Be generous: educate them. 3.  Gently insist on including decision-makers. 4.  Establish clarity – over-communicate.



#4: The Jerk

•  No courtesy •  No “other” •  No respect •  Saboteur?


•  They have little power – even if they’re in charge! •  Office politics and job frustration. •  Problems at home. •  General bad attitude.



1.  …not react emotionally. 2.  …not take it personally. 3.  …not jump to conclusions. 4.  …be generous: put yourself in their shoes. 5.  …be accommodating yet firm. You don’t have

to help everyone.



1.  Take time to figure them out. 2.  Listen for what’s really going on. 3.  Shift to their “frequency.” 4.  Be the one who “gets” them. 5.  That’s rare and engenders loyalty.

Variation: “high maintenance”


Variation: the unresponsive •  Remember it’s not about you. •  Call rather than email. •  Make sure they understand your urgency. •  Send a “Everything Ok?” message with a threat to call. •  Let it go, if possible.


#5: The Big Bore

•  No interest •  No chemistry


Quick Poll: Mix and Match 1.  Chaotic client? 2. Cheapskate? 3. Clueless? 4. Jerks? 5. Chaotic cheapskates? 6. Clueless cheapskate? 7.  Chaotic clueless cheapskate?


How to eliminate problem clients You need: •  Self respect •  Strength of character. •  Strong positioning •  Proactive marketing = a full pipeline •  A process for weeding out the duds •  And confidence to walk away.


1.  Needs it yesterday. (Chaotic) 2.  No previous experience with someone like you.

(Clueless) 3.  Expects you to drop everything. (Jerk) 4.  No connection/chemistry (Big Bore) 5.  First question: how much is…? (Cheapskate)

Red flags to watch for


Turn them into good ones

in your mind.


Resources

ClientsfromHell.net (web site & podcast)


Marketing-mentor.com


Ilise Benun •  Reach out to me:

•  @MMToolbox

•  [email protected]

•  (201) 653-0783


Revolve (Karl, Chelsye, Catherine & team) +

Illustrator, Iain Keith Murray @IainKeith

Thank you

Ilise Benun on Problem Clients for Revolve-final

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