Congrats! You\u2019ve finally landed that tricky client, but you soon discover that he carries a bit of \u201cbaggage.\u201d He doesn\u2019t seem to be able to trust you, and he often questions your ability to meet his needs.<\/p>\n
It almost seems as if he\u2019s undergone a bad breakup, and in some ways, he has. In fact, your new client is suffering from vendor PTSD.<\/p>\n
It comes into play when a client had unmet expectations with a previous vendor, and the experience was bad enough that he\u2019s now nervous about working with you.<\/p>\n
He may mention his horrible experience, and this will become a theme in your discussions of what to expect from each other. But if he doesn\u2019t bring it up, it will most likely lurk beneath the surface of everything he says and does \u2014 to the ultimate demise of your partnership.<\/p>\n
Just like any soured romance, an unhealthy client and vendor relationship can leave lasting scars, so making this discovery part of the client onboarding process is absolutely crucial. After all, a good client relationship is more than just a detached exchange of expertise for money; it\u2019s a personal relationship, with all the quirks, emotions, and insecurities that come with that.<\/p>\n
Working with a client suffering from PTSD is a twofold challenge, but it\u2019s certainly not impossible. First, you must address his particular concerns stemming from that experience; then, you have to establish a working relationship that avoids these problems.<\/p>\n
The definitive goal is to establish trust, so start with understanding what\u2019s behind the client\u2019s behavior to build mutual understanding. Here are two key methods to uncovering his reservations and expectations:<\/p>\n
1.\u00a0\u00a0\u00a0\u00a0 <\/b>Look and listen.<\/b> Even if he\u2019s not overt about it, a client\u2019s words and actions often project the issues that are on his mind. For example, if he was billed incorrectly in the past, you may get a lot of requests for billing updates and reports.<\/p>\n
Let \u201clook and listen\u201d be your North Star throughout the relationship. Conduct regular reviews of client expectations and satisfaction. His relationship with the previous vendor probably didn\u2019t start poorly \u2014 something happened along the way. By being mindfully alert, you can avoid those same mistakes.<\/p>\n
2.\u00a0\u00a0\u00a0\u00a0 <\/b>Over-communicate.<\/b> You know the old pragmatism that an advertiser must present his message seven times before he can hope a buyer gets it, and you know that telling an employee something once doesn\u2019t guarantee that she understands. So don\u2019t bank on words in a contract or pleasantries at an introductory meeting.<\/p>\n
Repeat your message. Then, repeat it again. If you\u2019re comfortable doing so, you can even give your new client your personal phone number and tell him to contact you with any issues. This shows you\u2019re interested and vested in his happiness.<\/p>\n
Once you know why your client\u2019s last relationship didn\u2019t work, you can start your journey to performing beyond his low expectations and cultivating an enduring partnership. Here are several specific actions that can get you off to a good start:<\/p>\n
Awareness, as always, is essential to making this work. If it seems that multiple vendors have been unable to make the client happy, it may be the client who\u2019s the problem. Ask the prospect about past experiences, and ask around for the experiences of vendors who have worked with the prospect.<\/p>\n
Like any relationship, a new partnership won\u2019t survive in the long term if you aren\u2019t honest with each other. But when you can take a client\u2019s past issues and grow from them, you create value for each other. In the end, business isn\u2019t just about business \u2014 it\u2019s about people. Treating clients as you would expect to be treated is the key to successful, and profitable relationships.<\/p>\n","protected":false},"excerpt":{"rendered":"
Congrats! You\u2019ve finally landed that tricky client, but you soon discover that he carries a bit of \u201cbaggage.\u201d He doesn\u2019t seem to be able to trust you, and he often questions your ability to meet his needs. It almost seems as if he\u2019s undergone a bad breakup, and in some ways, he has. In fact, […]<\/p>\n","protected":false},"author":1314,"featured_media":9498,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[43902],"tags":[],"class_list":["post-9480","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-professional-development"],"acf":[],"yoast_head":"\n