Dear Friends and Readers,
Do you ever want to write something terribly important to you, but no matter how many different ways you think about it, when you sit down to put words to the screen, you can't seem to make it sound like the mighty words living inside your brain?
That's where I am right now.
I suppose the only thing to do in these situations is to blurt it out and hope it doesn't come out sounding too ridiculous. Too rough around the edges. Too whatever.
(But you'll just have to forgive me if it does. ;))
So, for the lack of a better idea -- and, apparently, better composition skills -- that's what I'm going to do now.
Start rocking your reputation!
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When I started doing graphic + web design work full-time as a freelancer, it never occurred to me that there was such a thing as "client regret."
Avoid bad clients? Nah. There's no such thing, right?!
Money, after all, is money.
(Oh yes, go on. Laugh at my naïveté. I won't be offended.)
Perhaps I can redeem myself by admitting that it didn't take me long to wake me up from my rose-colored world where business owner and client skipped merrily along down the path to glorious pastures of perfectly completed projects, timely payments, and goodwill toward all.
About my third or fourth client in, it was then that I realized: being selective when it comes to clientele is not only perfectly acceptable, it's an act of profound kindness. For yourself and your business, of course, but even for the other person (who deserves to work with somebody fitted toward their unique wants + personality).
We are all pretty good people. I firmly believe that. But not everyone is meant to work together, and not everyone is a fabulous client.
"Sounds reasonable," you say. "But how do I spot a bad client before they BECOME a bad client and I have to see the job through to the bitter, smothering end?"
That's a hard thing to recognize at first, which is why I've compiled the following 9 early warning signs (gleaned from my own experiences in the wild wild west that is solo business ownership). I've also included a couple of word-for-word scripts you can use to say "no" to potential work that exhibits these -- or any other -- red flags.
Before you take on a new client, run through this list first. It helps!
If there's one thing that applies to all of us hardworking, persevering, only-slightly-insane business owners who deal with clients and customers on a daily basis, it's most certainly this:
We all need inspiration.
An intoxicating dose of it.
We need her in order to fend off the lurking boogeyman all biz owners fear in their deepest bones (you may have heard of him -- he goes by Burnout).
We need her in order to improve.
We need her so that we can deliver our best.
(Which is recognized by all to be The Business Without Excuses, Grumbling, or Customer-Shaming.)
I know just how desperately we need inspiration because I need it, too. Without it I get tired. Maybe even a bit lazy.
You feel me, don't you?
It's why in this post today I'm specifically sharing with you those motivational customer service quotes that inspire me in my own business. (You know how I feel about customer service and being delightful online; it's something I strive for personally and believe in...
When I was a Journalism major back in college, I did something unspeakable.
I decided I wanted to work in the White House.
(I blame it all on Allison Janney and The West Wing. She made political work look like an irresistible adventure.)
This slight detour in my education landed me a coveted internship for one of the U.S. Senators for my state. Among a collection of rather mundane duties (checking the mail, collecting press clippings, gossiping with the chief of staff's assistant), I was responsible for one extraordinary thing:
Responding to hundreds of constituent letters.
In the Senator's name.
How did I do this? I could put a sentence together as well as anybody (or so I thought), but something as significant as a politician's official correspondence would not be left to chance.
These letters also had to be written quickly; there was no time to agonize over tone, massage adjectives, and then recruit a higher-up to edit for accuracy + political correctness.
The trick? A script database. A big one.
Delight: The Digital Biz Owner’s Guide To Creating A Pro Client + Customer Service Plan (A Workbook)
A long time ago (32 weeks, to be exact) in places far away (that would be Twitter, Instagram, + Facebook), I posed a question.
It went a little like this:
After a lot of studious tallying by candlelight into the wee hours of the morning (not really), the answer was resoundingly clear.
"Create #2!" the masses cried.
It was a happy day, as you might imagine. (Oh, if all our future business plans could be so obvious.) But today? Oh today, my friends, is even happier.
That's because Delight: The Digital Biz Owner's Guide To Creating A Pro Client + Customer Service Plan is finally here. (And I can't wait for you to see it.)
What are the details of this one-of-a-kind workbook? Let me show you: