I've been fired!

It's true. . .my Team received word this week that I've been fired as a client from a tech firm.

It seems that my requests:

• for communication on the status of outstanding projects when the deadline had passed and
• for projects not be given to a junior tech without someone reviewing before I see "final" work due to numerous rounds of corrections

has made me an undesirable client.

On the positive side, we were already searching for a replacement. :-)

It blows my mind that this company viewed my requests as "excessive" and is a testament to the fact that not all companies care about their client service.

This comes on the heels of Nancy Marmolejo's blog post about a lack of customer service at a school she was checking out for her daughter.  A school of all places...

It's time that we, as clients, start rewarding companies who practice Extreme Client Care(tm) with great customer service and boycotting those who don't. 

In this new economy, the rules are simple. . .those who get things done, stay focused on the big (and little) picture, act with integrity AND are client-focused grow and prosper. 

The rest? Well, they won't exist as businesses for long.

Comments

[Lucretia M Pruitt]

Kinda makes you feel blessed being "fired" as a client by a company that is that clueless, doesn't it?

[Eydie]

I've 'let go' of clients before. Not because they had 'excessive' requests... but because they didn't live up to their part of the bargin.

When clients promise me certain information - with which to work on - and they don't respond, or respond in an untimely manner, then I can't move forward with their project. Then, when they finally did give me the requested information - they wanted the project to be done yesterday.

I can't work that way.

Status updates on projects shouldn't even have to be requested - it should be part of the process.

And, if a project is handed to another team member, my client is notified before work begins.

Common sense!

[Sandra Martini]

Hi Lucretia,

Absolutely! I'm only sorry they beat me to it. :-)

Happy Friday!

Sandy :-)

[Sandra Martini]

Hi Eydie,

You're exactly right! Not only does the vendor have to have great client service, the client has to live up to her side of the bargain.

I know of a web designer who refuses to start a project until she has all pieces in from the client -- those strong boundaries as a basic part of her business allow her to get the job done quickly and efficiently and, just as importantly, are in service to the client getting a finished product quickly which makes everyone a winner. :-)

As a business owner, what boundaries/policies can you put in place which will serve you and your clients so that you work in the most effective and efficient way?

Thanks for writing!

Sandy :-)

[Mitch]

Glad you were prepared for it, and I see where you wrote you wish you'd done it first. I wonder what makes us sometimes hold onto something too long when we know it's bad and figure someone else has to know it's bad as well.

[Rhonda Hess]

Here, here. Let's "vote" with our money and patronage for those that really "get it"! Getting fired in this case is a blessing.