It happens–especially now. Clients move on. Whether you’re no longer a good fit or the client is cutting costs or for another reason, if you’re in business, it happens. Within the last couple of months, I’ve lost my two biggest clients, matter of fact, so the topic’ on my mind. I’ve seen this scenario played out two very distinct ways, with some variations on the theme:
- Service provider drops all pretense of helpfulness as soon as it’s clear the client is getting ready to move on. I call this the “Don’t-let-the-doorknob-hit-ya” approach. At best, the provider is simply unresponsive. At worst, they make it difficult or painful or punitive to cancel services. Can you say “sore loser?” ‘Cause that’s what I say!
- Service provider goes above and beyond the call–not just to salvage the relationship, although they may try–but to make sure the client leaves on the best terms possible. I call this the Classy approach. Don’t mind my bias.
Examples of the Don’t-let-the-doorknob-hit-ya are everywhere. Ever had a service you could sign up for online, but had to call to cancel? Ever had to argue with a phone rep to turn off a subscription? (Arggh. Since when is “I don’t want this anymore” not a good enough reason to cancel?)
I’m not just talking about rogue independent contractors, either. I’ve seen this from companies that are HUGE as well as small.I’ve seen folks have their domain name held hostage when they left a major player web host or dropped the services of the independent web designer who registered it for them. (Hence my harping on domain contact selection.) I’ve seen companies who make it easy as pie to sign up, and, quite literally, impossible to cancel online. I’ve seen service providers go beyond uncooperative to downright antagonistic when a client is moving on. And for what? Making sure your former client leaves with a bad taste in their mouth? Eyew. This is just like crank-calling your ex. It serves no purpose except generating bad will, y’kno?
Me? I opt for classy. Being classy is beyond a feel-good reflex–it makes good business sense, too.
First and foremost, not every single client is a good fit for me. I don’t only acknowledge that truth, I embrace it! It makes life so much easier to forgo the quest to be all things to all people and replace it with the quest to be who you are to the people who need what you provide. If it’s not win-win, I don’t want to do it. No sustainability. And you know what? This works. Even if I’m not a good fit for a client now, maybe next month or next year, I will be. Or maybe I’ll be a good fit for a friend or colleague. If I’ve acted with integrity, I both get the followup referrals and feel good about how I handle myself to boot. I also can get an idea of why clients are moving on when I remain approachable. This allows me to improve my services, evaluate my offerings, and remain clear on exactly what I’m trying to do.
How do you want to be remembered by past clients? As the person who made things miserable for them as soon as they were no longer lining your pockets, or the class act who made moving on just as easy as signing up?
Solid service and products stand on their own merits. You don’t have to beat up people to stay if what you offer is worth what you charge. That, folks, is win-win. Win-win is what good karma is all about. 
Photo Credit: apophysis_rocks
Posted on March 23, 2009 at 2:32 pm in: Small Biz Tips
