Clients From Hell
Inside CRM has a good post on getting rid of clients from hell.
Having my own business, over the years I have come across every one of the 10 different types of clients from hell identified in the article., although something I have found is that the really bad clients have more than one of these traits.
I recommend you read the article, as it has some very valuable information that will save you a lot of heartache in dealing with clients. Imagine how much easier it would be if you didn’t have to deal with them in the first place. This is the way I try and operate.
If you don’t have it, a skill you need to develop very quickly is the ability to analyse people and get to the real them. This sounds easy, many people think they can do it pretty well, but end up ignoring the signs.
I’ll give you an example. I had an out of town consultation for the design, supply and configuration of the IT for a new development. The consultation was arranged by an associate. He had done the preliminary work and conducted two prior meetings with the clients. I became involved at the onsite stage.
Now, my associate has been regaling me with how wealthy the clients were, how large and innovative their plans were, and the general potential of any deal. We took a 2 hour car drive to the town and location of the development. On arriving, for our arranged meeting, I stepped out of the car and proceeded to walk towards a group of people.
Within 30 seconds, one of the people (the one sitting on a ride on mower) had stopped me with the words “What do you want”. This was said in a none too friendly tone. From his demeanor and the way he was speaking down to the others in the group, I figured him to be one of the owners. I realised that the entire exercise would be a complete waste of time. I was proved correct. Basically, these people use the expertise of others to provide a rough amount of knowledge for them to be able to screw someone with far less knowledgeable and experience.
After our meeting, while walking back to the car, I told my associate that we would never hear from them again. Now, this was not from a poor effort on our part, it was how these particular clients operate. they quite openly bragged about doing the exact same thing to others, without even realising, or caring what kind of impression this may have given.
So how was I so confident that I had accurately analysed these clients? Experience plays a part. You need to be able to read people, and do it quickly. Then, you definitely need to follow your gut instincts. I knew these clients would not proceed with us. What would I have done if I was wrong and they had given the go ahead? I would have priced the job high enough to turn them away, so I would not get it. My gut told me these clients were bad news. It would have been a constant battle to get paid, there would have been arguments over bills, and miss quoting conversations. In other words, they would have been clients from hell.
It doesn’t matter if you need the money, steer clear of clients from hell at all costs. It doesn’t matter if you need the money, steer clear. Your emotional, not to mention financial well being depends on avoiding clients from hell.
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Comments
Interesting observations. One thing I’ve done to get rid of clients like this is simply tell them, up front, that I’m not the right person for the job. If they ask for a referral to somebody that is, I even give them one. You’d be surprised how often this works out well. Even among clients that are real jerks, word gets around that you’re honest and reputable, and it’s better than taking on work you can’t handle or don’t want. I’ve even had referrals BACK to me from COMPETITORS as thank-yous for business that apparently went better for them than for me.
Hi Chad,
Yes, done the same thing myself. One client in particular who was trying to pressure me into doing more work for them, even though they really were the clients from hell. The client told me they had received a quote for this extra work from a competitor (which I doubt) I didn’t want to do any more then I had already done for this client, and politely told them that the competitors quote and was very good and that they should go with that one, I would charge much more then that. To watch their mouth literally drop to the floor and then proceed to backpedal on the bluff was most amusing.
Needless to say, I did not do the exra work, no matter how much they pestered for it… 
Yes i agree with all of the above. I too have a business and it was also an associate that made a wrong choice. Unfortunately i got burnt. But it has taught my associate to be a little more cautious with new clients. Always go with your gut instinct. And if it seems too good to be true it usually is.