When we begin working with a client here at Liqui-Site, there’s a certain decorum and level of professionalism that sets the tone for the long-term relationship. Clients have a sense, from the onset, that they are working with a dedicated group of web and online marketing experts that have the experience and innovation to take their business to the next level.
After working with a client for years, we see different sides of their personalities (and vice versa) as the relationship deepens – and it’s fun! After all, the website design process and a flourishing business enables us to get really creative, so the projects become engaging for all involved.
Generally speaking, communications can become lighter or more casual – so long as the client continues to respect boundaries and remain professional…
Recently, I had an experience where a client crossed the line of professionalism into the realm of profanity on a phone call. The moment I hung up, I knew I was faced with a decision that I had never had to make in eight years of owning a business. After reflecting on the person’s behavior, I decided that continuing to do business with this client would send the message that we would tolerate it. And that’s not the right message to send to the client, my employees, or prospective clients for that matter.
It could give the impression that (a) verbal abuse is okay, (b) that we’re desperate for work, or (c) that we have little self-worth – when none of those things are true.
What IS true is that we work very hard for our clients. They know it, appreciate it, and we are very passionate about the measurable results we’re able to help them achieve online!
In the end, we communicated to the client that the behavior was not acceptable, and that they’d be better suited for another firm. We assisted in helping them transition to another agency (because it’s just as important to remain professional at the end of a relationship as it is in the beginning, no matter the circumstances). Regardless of the fact that we received apologetic emails, it was time to say goodbye. And in cases such as this, it’s perfectly okay.
I’ve personally never read an article or blog post on this subject, and I know that situations like these are all too common. So, I thought it might inspire other business professionals to “stand in their own power”. I truly believe that demanding professionalism sends the right message.
I’d love to hear your comments! Did reading about this experience trigger an action or thought about a similar situation with a client / customer? Share your thoughts or suggestions for others.
