What is that trigger point when you decide you need to change the sofa, the car, your job or your perfume?
I’m not sure that I know, but trust me there is always a point in time when it’s time for a change. Perhaps it’s the familiarity; it’s always the same, nothing new to look forward to, so predictable – who knows. But, you will know when it’s time to change.
And in our businesses the same ‘need to change’ also creeps up on us. We put up with a situation, a person or an issue for so long and then suddenly we recognise that the only way to move forward is to shift that proverbial sofa, rather than continue to sit on it doing the same old thing!
Working with a client recently we dealt with just such a situation. The problem – a client – not a large one but not small either. Here the client was a real time bandit - hourly phone calls with a forceful nature. Definitely one of those clients where a little knowledge is a dangerous thing! The type of person who sets the hares running – the latest great new idea that needed solving right now. But at least he paid his account on time!
This persons actions were beating the team up, misery would descend and nothing was ever good enough. My clients question was ‘What do I do to stop this behaviour? I know I can do a great job for this client if he would just let me get on and do it’.
If you are in this situation then ask yourself these questions:
As expected my client didn't really make any money, in fact, they ‘paid’ the client to do work with them. Negative impacts and demoralised staff, other clients were being pushed down the priority list and you can bet that they are feeling a little un-loved too. And there were no referrals forthcoming to offset this cost!
If this client moved on, what would the new world look like? Well, less stress, tension and reduced fire fighting. More time to look after other clients. More time to work on the business. More time to develop new products/ services and generate new and profitable clients. In fact, the world would be a much better place.
So, what are the options?
Big smiles on my clients face when he realised that he could move the client on just like he would the old sofa.
First you need to make sure that you have considered all of the options, carefully, and make the right decision for your business. If you decide that the very best option is to change the sofa then here are some points to consider.
Finally sit down and assess what you have learnt from the whole process. Learn from your mistakes, dust yourself down and go and create great value for someone else and income for you!
How has your business benefited from moving a client on?
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