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

advice, accountability and assistancefor creative businessesadvice, accountability and assistancefor creative businesses

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

with Ilise Benun @MMToolboxIllustrations by Iain Keith Murray @IainKeith

Business advice, accountability and

assistance exclusively for creative professionals.

Word of mouth No bizdev

Vulnerable Can’t say no to

“Problem clients” No time for bizdev

No marketing bad clients

Problem clients vs.

Clients with problems

Red flag #1: Chaos

• External: Chaos in the corporate culture.• Unrealistic demands and expectations.• Internal: No organizational skills or discipline. • Both: no consequences.

What could be happening:

1. Give them structure.2. Have a process and enforce it.3. “Yes, but…”

3 things you can do:

Red flag #2: No budget

• They don’t understand what’s involved and can’t justify the price.

• They’re under a lot of pressure.• They’re penny pinchers.

1. Demonstrate what’s involved.2. Adjust the scope of work.3. Lobby later for “extra budget.”

Red flag #3: Cluelessness

• Younger and younger workforce. • Layoffs == no replacements!• People in jobs they aren’t qualified for.• Higher demands on you.

1. Educate them. 2. Gently insist on including decision-makers.3. Make them your best friend.

Red flag #4: Disrespect

• They have little power.• Office politics.• Frustration on the job.• Problems at home.• General bad attitude.

1. Don’t react emotionally. 2. Don’t take it personally. 3. Don’t jump to conclusions.4. Think about what’s going on for them.5. Be accommodating yet firm.

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

Handling the “high maintenance”

The simple solution

• Strong positioning.• Proactive marketing.• Full pipeline.• Process for weeding out the duds.

Ad Age&

Illustrator, Iain Keith Murray @IainKeith

Thank you

www.creativeguidetomoney.com

www.marketing-pricing-guide.com

In the MM Toolbox:

Volume 2Includes:9 new proposals +Best Practices Checklist

Ilise Benun

• Mentor and business coach tocreative agencies/professionals

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

• Author of 7+ books

• ilise@marketing-mentor.com

• (201) 653-0783

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

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