Where do you draw the line with clients?
by Keith Scandone, 03 World
I was recently forwarded a hysterical video from one of the members of my staff, that takes the “bargaining,” “negotiating” and “compromising” that occurs every day in our world of client requests, and puts them into real world scenarios. The video is funny…obviously….because it is so damn true. The people in the video seem ridiculous in their requests. But the problem is, these are just the kind of ridiculous requests we get every day, and are expected to accommodate on a regular basis. So, with knowing that you are often lowering company morale by saying yes to the client’s constant and sometimes unrealistic demands, at what point do you say, I’ve had enough?This is certainly no easy answer to this question, especially in a service oriented business, but I feel there is at least a path you can create that makes it a little easier. And it entails standing up for yourself. This may sound pretty easy, but in my experience, it is a rare, rare thing that companies stand up for themselves. Especially in economic times like these where clients like to dangle the unspoken threat, “you should accommodate my requests, because if you don’t someone else will…” Or at least it sounds that way when you wake up in the middle of the night and think about it.
Our way of standing up for ourselves has been to create a 51%/49% partnership with our clients, where they of course are the 51% (assuming they’re paying). This scenario, in theory, creates a relationship that is supposed to be balanced and rational, and where we are expected to be mutually respectful of one another. We look at them as partners, not clients, and they in turn look at us like partners, not vendors. This philosophy is definitely still in beta mode, and certainly not without flaws and setbacks. But, more often than not, you’ll find that most people (since clients are people too) respect you more if you stand up for your work, your staff and for yourself. And we do quite often stand up for ourselves, quite emphatically and passionately at times when necessary.
There is certainly no clear cut solution for dealing with this, but there is one thing I know for sure. Spoiling anyone or anything too much is a bad thing. Children…spouses….plants! Even Phillies lead-off man Jimmy Rollins got put in the 6th spot in the lineup and then benched for 4 days, and he’s a former MVP! So be like Charlie Manuel…and set expectations with your players/clients, and you too may just win a World Series…in a business sense.
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