Question

Hi.  What do you do if idiot clients speaks not right(swears too much) to my people or company?Hi. What do you do if idiot clients speaks not right(swears too much) to my people or company? Dont really want to throw him away, but need his money) but he talks like shit. :) what should we do?  

Answer 1

I’ve quit working with clients a couple of times that did not respect our t&c’s or values. No matter how bad you need the money. Your values go above all. If you don’t let clients that do not match your values go, honestly what do those values actually mean to you. You will recover from the loss of a client sooner than you recover from damaging your self respect

Comments

@baler362 and how to recover from loss of client? We have only 2 (shitty country).  

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@stereotomy actively look for them. Pick up your phone, and make 20–30 calls a day. If what you offer is any good, I can guarantee you you’ll have a new clients within a week if not more.  

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@baler362 but should i do customer service as well? Or what? And second question is how to find customer apart calling every company in the country?  

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@stereotomy of course you should do customer service or hire someone to do that. If you can’t afford that, it’s on you. Sure there are other ways to find clients, but visiting or calling are still the most effective ways to build something sustainable. If you want to be a successful entrepreneur, you’ll have to put in the work. Ask any success entrepreneur how they got started and they sill tell you the same. Most successful business people have a history in sales. Howard Schultz, Jack Ma, Jeff Bezos, Mark Cuban, Amancio Ortega, @burweed Blakely to name a few

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What's T&C?  

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@acis21 terms and conditions

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@acis21 you should understand

Answer 2

You can’t change them. Either get used to the abuse or fire them.  

Answer 3

Never make your clients idiot. At least not in public.  

Answer 4

Pull him up on it. Put yourself in your workers shoes. Would you like it ?  

Answer 5

Well he’s paying you to be rude then if you’re still taking his money. Taking money from rude people doesn’t mean you 1-upped them either.  

Comments

@bramble dont understand what do you mean? He is paying for services and administrating marketing campaigns, administrate and make websites. Not to talk likd idiot

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@stereotomy yeah but you’re asking for advice on how to tolerate him, despite that right?  

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@stereotomy throw him away!  

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@bramble i dont know. I want to throw him out or make him to talk like ordinary people, and not writing all day. Really but i need money. I dont know how to get a lot of clients (if i start advertising maybe i will just throw my money away) very competitive country(so competitors may click all ads

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@bramble sure?  

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@bramble but will loose money

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@stereotomy if your concern is money just put up with it. Again it’s best if they left because your associates don’t deserve that but again you value the money part. either be assertive with them or lose them as a client. If the money is worth being talked to all crazy then don’t do anything. I notice businesses get clients through referrals and word of mouth MUCH better than ads because referrals are a warm audience through mutual friends and clients. Ads is good for volumizing current data

Answer 6

Does he just say fuck a lot or does he call people dumb asses? Cursing is fine. But don’t belittle or be rude to my employees. If it’s the second one id let him know the relationship needs some attention. And you’d like him to treat your employees with more respect or he can find a new marketing company.  

Comments

@haya1103 he is telling that he want to find other company but we need his finance(manipulative shit) he is sending angry pictures, threatening, talks like idiot.  

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@stereotomy You can try and talk to him. But I bet if you do he leaves. So suck it up until you have enough money to leave him.  

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@haya1103 why do u think that if i try-leaves? And why do i need enough money to leave client

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@stereotomy You need enough money to leave him so you and your employees stop getting treated like shit. Most people like this, won't be very nice if you mention how mean they are. They don't respect you. So he may fire you if you bring it up.  

Answer 7

Report to police for abuse

Comments

@vapory789 here you can't just say bad words to anyone, especially in a work context. Its important to feel safe in a work environment otherwise how to work together in a good environment if receiving verbal abuse is a normalized behavior that's just labeled as "hurt feelings".  

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@uranyl don’t get me wrong, you can’t just tell your employees to fuck off every day. They could sue you. It’s just not punishable as a crime where you call the police. Sexual harassment could get jail time.  

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@haya1103 that's why I mentioned above it depends where you live

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Joel, yes saying abusive words to your co-workers here in the United States will definitely get you fired and you could be sued for that. You can actually be fired immediately on the same day. So it is an extremely serious situation. It's just that you can't go to the police for that. You would handle it directly with your manager and the people at the company who are responsible for human relations.  

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@vapory789 yes that's why I said it depends on where you live. Country. US is not the whole world.  

Answer 8

You are both extremely unprofessional.  

Comments

@healion90621 he did not name the client publicly

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@healion90621 you're a dickhead! How is he unprofessional? He's asking for advice

Answer 9

The thing is I'm an asshole myself, so it takes alot out of me to leverage the "need your money and want to look professional" vs. Perceived value. Lol.  

Answer 10

If you continue to deliver a legendary service, you effectively empower and protect your staff from abuse. As business owners, we're often the cause of customer dissatisfaction and resulting abuse.  

Answer 11

Talk with him, tell him it’s not okay and that if it continues he can find another agency. Worked with very high dollar clients for many years. 90% of time they start being kind. The ones that don’t say goodbye

Answer 12

But you should review your company process and staff communication to see if you are actually causing the dissatisfaction

Answer 13

Good customer service seminars coming up. Seth Godin and Micah Solomon - worlds leading customer service specialist (and me)

Answer 14

When you onboard a client you should tell them exactly what you expect of them this will make it really clear.  

Answer 15

1) Don't call your clients idiots 2) Don't let him communicate with your staff if he is verbally abusive 3) If you absolutely need to keep him to keep the business running, he only talks to you 4) If you can take it, and keep his business, then fine 5) If you can't or don't want to, then have a direct conversation with him that he can't communicate that way or you won't do business with him. Yes, you run the chance of upsetting him and he walks. That's up to you and your tolerance level 6) Be actively trying to find new clients to take his place so you can cut him loose when you're ready

Answer 16

Call the waambulance and show them where he hurt you.  

Answer 17

I have been through this situation before. Now the client is my best client. All that you need to do when he is abusing is to never interpt them. Let them complete their full statement or sentence. Genuinely say sorry for the mistakes done and for the things you are not at fault, say that you will try to do better than that. Try to bring clever humor in your conversation. Such people always have lot of pride, handle his pride in your favor. Give them better ideas than what they have. Win them through your intelligence. Let them know that you have some good qualities or skills which would improve their business etc. I gave him better content than what he already had. Made him understand why it is better than his content and how it is going to impact his business. Win him through your good work and business sense, little time consuming, but for sure he will start respecting you more and give you more projects. The client who gave me a project for $999 with lot of abuse in the beginning ended up giving me $32k business and now he is my best client and friend. Patience is the key here. Patience, perseverance, and persuasiveness will make you see the light at the end of the tunnel. Please note , if your intuition tells you not to work with such people. Stop work and move away.  

Comments

@uppsala nice text:) what do you do? And what did you made to get 32k

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@stereotomy read my Google review and identify the client whom I was talking about. Then DM me , I will tell you. No easy candies here! :)

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@uppsala where is your google review

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Type KMC Consulting Services in Fort Mill and you will see the Google reviews

Answer 18

If you call a client an idiot. You really shouldn't be working with clients.  

Answer 19

Fire him, check out your agreement and protect yourself, these kinds of clients want your money, they never say thank you and they hate the world. Make sure you have all legal because they will kill you. Not kidding, one client just made my life harder and he wanted his money back he wrote shit on my Facebook page and he called me liar and worst things man.  

Comments

Also don't over-promise and under deliver, this is the mistake I made.  

Answer 20

@stereotomy have a virtual beer with him. Talk him heart to heart. Let him down gently and say you value him and his business but you are also responsible for your people. Just be firm, honest and if he doesn’t change be prepared to walk away

Comments

Client servicing 101

Answer 21

Kick him out

Answer 22

Honestly, this kind of clients are my faves. They are really easy to deal with.  

Comments

@cantu3337 why?  

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@stereotomy They are very easy to manipulate if you show your strength once.  

Answer 23

It depends on how big of a problem it is. My team members always come first. I usually look to them to see how big of an issue a client is. If it is a large enough issue, you make decisions based on what the team members are saying.  

Comments

@road thats dangerous. If a girl start to tell lies about other person, will you think that u will be looking forward to firing?  

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@stereotomy If a girl tells you they are being harrassed at the workplace. Listen to them.  

Answer 24

@stereotomy My rule is simple: yell at me all you want, my time is billable :D Yell at my team, you get one warning. Sounds harsh but works best with clients who have other stakeholders / people they have to impress & not seem like hotheads

Comments

@jhvh5078 never to expose your team to your clients, you need to be in between client and your team. Your team is your strength and client is your fuel. Manage it carefully. I never ever expose my team directly to clients. All such tough customers go through me and I become the punching pad for my clients. This way you get good respect from your team and can manage the client effectively.  

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@uppsalaMy official "team" is 3-4 of us+ staffed projects via our curated freelance alliance & partners. On top of that, we're a 100% Slack-central support provider - if a client emails, calls, texts, whatsapps, I don't care, it all eventually unifies into their Shared Channels archived & NLP-ed into support tickets and knowledge base. That means tickets ("chats" really) \do get handled by or escalated to others sometimes, since our job is to advise/scoach them on the best implemention of their MarTech & AdOps strategy. Conveniently that lets us AI the heck out of protecting my team - customer's messages get flagged as aggressive by NLP, I'm alerted & automations bring things to halt / pester until I've stepped in (powered by frame. ai). Phone call starts getting nasty, Dialpad Voice Intelligence pings me in Slack & I can jump in using their call agent "coach" feature. Atyptical but I love it. Plus the few times it's happened I've told them to hang up / stop the chat if they're uncomfortable.  

Answer 25

I have a rule. I don't work with assholes. Makes life 1, 000% betterrer  

Comments

@uranyl then you are few of the lucky ones. God bless you!  

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@uppsala its easy. Just takes time. Have patience you'll have referral after referral and will be swamped with choices.  

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@uranyl u re lucky man) so invest a lot in your own marketing agency? And what geo? )

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@uranyl I was but after Covid19 things changed.  

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@stereotomy its not just marketing its a business process outsourcing agency. Geo is global but most customers US, UK, Australia.  

Answer 26

Accept it, next time put yourself in the position to need need a single customer money