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March 11, 2014

Things to Never Tell a Client

When it comes to owning your very own small business, talking to your clients can be very much like talking tof ormer employer(s). While on the job/clock or under contract there are certain things you should never say to aclient. Believe me, if you say any of the phrases off my “Things to Never Tell a Client” list you might aswell kiss your contract goodbye.

1. I can’t meet with you then because I have a hair/nail appointment. Yes, I’ve heard it done. There’snothing like hearing this to tell your client that they are clearly not your priority. Is it alright f or you to have ahair/nail appointment during the day? Yes, absolutely. YOU are the boss now. But don’t tell your client that’swhy your calendar is already booked.

2. I’m soooo hungover. What would your f ormer employer say/do if youarrived at work completely hungover? Send you home f or an unpaid day ofrecovery and self - loathing? Clients won’t do that. Instead, they will sit thereand stew over the f act that you are probably slumped over your desk,billing their account f or work time while obviously not at your highestperf ormance level.

Do I want you working f or me if you’re the type to go to work hungover?Hell no! And you better believe I’m not the only one who f eels this way!

3. My computer crashed and I lost all my f iles/emails. Come on, people!If you’re not bright enough to store your f iles in the Cloud and use an IMAPemail server then I’m not sure you’re bright enough to land any of theprojects I’m competing against you f or. We’re well into the 21st Century, andjust as the days of “My dog ate my homework” have passed, so have thedays of “My computer crashed.”

4. I haven’t had the opportunity to… (look at the f ile you sent me threeweeks ago)… Nope, that’s pretty pit if ul. If it takes you three weeks to take a look at a client’s f ile, I guaranteeit will only take three minutes to replace you.

5. (Crunch, crunch, crunch) – Do I REALLY need to tell you NOT to eat inyour client’s ear during a phone call? It doesn’t matter if you’re not talking,if you’re eating popcorn the crunch, crunch, crunch can still be heard on theother end of the line. Do your clients a f avor – if you need to get a meal induring your phone call make it a smoothie or something the other persondoesn’t need to hear you chewing.

*****

Kim Sutton is a f ounding partner of Sutton Creative Studios, an agencyspecializing in social media management, graphic design and virtual assistance. Sheis a graduate of The School of the Art Institute of Chicago where she earned herBachelor ’s Degree in Interior Architecture. In her f ree-time, Kim cherishes the timeshe gets to spend with her husband, Dave (her business partner), and three children.She also enjoys reading, knitt ing and writ ing. You are invited to f ollow Sutton

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