Client Acted Inappropriately?
Discussion
I've inherited this client after a take over of an agency (web design/development) earlier this year. They're one of those clients that never really do much - little work, little revenue coming in from them. Their website was finished last year (before my take over) and then apparently they went quiet and the site sat on a server doing nothing since then. The take over prompted them to get in touch and ask for the site to be put live.
The company owner has his son do most of the day-to-day business and I spoke with his son regarding what needed to be done to put the site live a week or so ago. My last conversation with the company owner was well over 6 weeks ago I think.
A couple of days ago the company owner got in touch and asked me to phone him back. As of yesterday I hadn't had time but I was going to do so yesterday or today (I did so yesterday afternoon - during which he complained he hadn't heard from me in over 2 months and I mentioned my call with his soon the week previoius). This morning I've been contacted by two of my other clients saying that this company owner had been in contact with them stating that he was experiencing difficulties getting hold of me and did anyone have my contact details.
I do feel bad for not being able to return his call sooner, but at the moment I'm incredibly busy and I operate on a first come first served basis, so I've had other emails and calls to return first. Regardless, I think this client has acted incredibly inappropriately and now means I need to contact all the clients we have listed on our website to explain the situation.
I'm in two minds to sack the client and wondered what the collective opinions of the PH massive would be?
The company owner has his son do most of the day-to-day business and I spoke with his son regarding what needed to be done to put the site live a week or so ago. My last conversation with the company owner was well over 6 weeks ago I think.
A couple of days ago the company owner got in touch and asked me to phone him back. As of yesterday I hadn't had time but I was going to do so yesterday or today (I did so yesterday afternoon - during which he complained he hadn't heard from me in over 2 months and I mentioned my call with his soon the week previoius). This morning I've been contacted by two of my other clients saying that this company owner had been in contact with them stating that he was experiencing difficulties getting hold of me and did anyone have my contact details.
I do feel bad for not being able to return his call sooner, but at the moment I'm incredibly busy and I operate on a first come first served basis, so I've had other emails and calls to return first. Regardless, I think this client has acted incredibly inappropriately and now means I need to contact all the clients we have listed on our website to explain the situation.
I'm in two minds to sack the client and wondered what the collective opinions of the PH massive would be?
If I'm honest I'm not sure what your client is supposed to have done wrong?
They were trying to get hold of you and couldn't, so it sounds like they checked if they had the correct details with someone else who they know uses you, unless I misunderstood.
What's the actual timeline?
It doesn't sound like the crime of the century.
They were trying to get hold of you and couldn't, so it sounds like they checked if they had the correct details with someone else who they know uses you, unless I misunderstood.
What's the actual timeline?
It doesn't sound like the crime of the century.
Never react in haste!
I always take client calls - even if I'm in a meeting with other clients/on the loo/anywhere else.
It doesn't take much effort to say something like "Sorry I can't talk just now, I'll call you back by........" It reassures the client, they know you've got the message, and takes the pressure off. (As long as you remember to follow up!)
As an aside, it sometimes seems to impress customers (and potential customers) that you're so much in demand!
I always take client calls - even if I'm in a meeting with other clients/on the loo/anywhere else.
It doesn't take much effort to say something like "Sorry I can't talk just now, I'll call you back by........" It reassures the client, they know you've got the message, and takes the pressure off. (As long as you remember to follow up!)
As an aside, it sometimes seems to impress customers (and potential customers) that you're so much in demand!
b
hstewie said:
hstewie said: If I'm honest I'm not sure what your client is supposed to have done wrong?
They were trying to get hold of you and couldn't, so it sounds like they checked if they had the correct details with someone else who they know uses you, unless I misunderstood.
What's the actual timeline?
It doesn't sound like the crime of the century.
Late May/early June I had a meeting with the company owner to introduce myself and discuss plans going forward.They were trying to get hold of you and couldn't, so it sounds like they checked if they had the correct details with someone else who they know uses you, unless I misunderstood.
What's the actual timeline?
It doesn't sound like the crime of the century.
Roughly a week ago I had a phone call with the company owner's son to agree on what needed to happen to put the site live.
Wednesday morning company owner sends me an email asking me to phone him (I also have 1 missed call from him).
Thursday midday I phone him - he complains he's not heard from me in over 2 months (strictly true but I've been dealing with his son).
This morning I find he's sent emails some of my other clients complaining about a lack of communication.
Personally I think he could have waited more than 24 hours for my phone call. I know it's not great on my behalf that I wasn't able to return his call the same day, but I think the potential damage to my company's reputation outweighs the tardiness of my communication in this instance.
OK, so I'd say context is key here.
"Hi other client, do you have contact details for Jammy Git please as I'm trying to get hold of him?"
v
"Hi other client, is jammy git still in business, I've been trying to get hold of him and the useless bd isn't returning my calls, isn't he crap!"
kind of thing..
"Hi other client, do you have contact details for Jammy Git please as I'm trying to get hold of him?"
v
"Hi other client, is jammy git still in business, I've been trying to get hold of him and the useless b
d isn't returning my calls, isn't he crap!"kind of thing..
How does he have a list of all your clients?
Did you offer them as examples of the business you have as a hook to win his trade?
I’d be contacting him directly to question why he has complained about your communication to him with clients who frankly couldn’t care less
I’d also not be worried at all - if your existing clients were happy some random emailing them it’s very much WTF-spam and file it in the rubbish bin. If you are known as tardy well ....
Did you offer them as examples of the business you have as a hook to win his trade?
I’d be contacting him directly to question why he has complained about your communication to him with clients who frankly couldn’t care less
I’d also not be worried at all - if your existing clients were happy some random emailing them it’s very much WTF-spam and file it in the rubbish bin. If you are known as tardy well ....
jammy-git said:
Personally I think he could have waited more than 24 hours for my phone call. I know it's not great on my behalf that I wasn't able to return his call the same day, but I think the potential damage to my company's reputation outweighs the tardiness of my communication in this instance.
This is one of my biggest annoyances when dealing with some of my suppliers. I leave a message, and then wait. And wait.......After a while you start to wonder whether they've got the message, maybe they're on leave etc.
I'm not a big/regular caller, but when I do phone, it's because I need a quick answer, otherwise I'll just send a mail.
I have dropped suppliers where I felt I don't get the sort of response I give to my customers. I've never bad-mouthed one though.
bhstewie said:
hstewie said: OK, so I'd say context is key here.
"Hi other client, do you have contact details for Jammy Git please as I'm trying to get hold of him?"
v
"Hi other client, is jammy git still in business, I've been trying to get hold of him and the useless bd isn't returning my calls, isn't he crap!"
kind of thing..
"Hi other client, do you have contact details for Jammy Git please as I'm trying to get hold of him?"
v
"Hi other client, is jammy git still in business, I've been trying to get hold of him and the useless b
d isn't returning my calls, isn't he crap!"kind of thing..
Client said:
Hi,
I understand that you are a customer of {My Company}.
We are also a customer.
We are having trouble in contacting them! Do you have a mobile number for {Jammy} as I understand he is now running this business.
Thanks for any help.
Regards
Hmm, maybe I'm over-reacting a little bit? I am a bit stressed lately with all the work we have on.I understand that you are a customer of {My Company}.
We are also a customer.
We are having trouble in contacting them! Do you have a mobile number for {Jammy} as I understand he is now running this business.
Thanks for any help.
Regards
Welshbeef said:
How does he have a list of all your clients?
Did you offer them as examples of the business you have as a hook to win his trade?
I’d be contacting him directly to question why he has complained about your communication to him with clients who frankly couldn’t care less
I’d also not be worried at all - if your existing clients were happy some random emailing them it’s very much WTF-spam and file it in the rubbish bin. If you are known as tardy well ....
He looked on the website at our portfolio.Did you offer them as examples of the business you have as a hook to win his trade?
I’d be contacting him directly to question why he has complained about your communication to him with clients who frankly couldn’t care less
I’d also not be worried at all - if your existing clients were happy some random emailing them it’s very much WTF-spam and file it in the rubbish bin. If you are known as tardy well ....
I didn't win his trade, I took over the project as part of buying the assets of another company.
I think its out of order. They have called 2 other clients essentially complaining they could not get hold of you. It doesn't look good in your other client's eyes even if it has no impact on your business relationship. I'd have been livid.
This is a client who doesn't bother with anything and then wants an instant response. I'd be inclined to ditch them. They earn you little in revenue and I suspect will be a PITA ongoing. Smaller clients often are.
This is a client who doesn't bother with anything and then wants an instant response. I'd be inclined to ditch them. They earn you little in revenue and I suspect will be a PITA ongoing. Smaller clients often are.
They're definitely one of these clients that seem to be quick to scream and shout whenever anything goes wrong but drag their heels whenever we need them to do anything.
Yesterday I offered them free hosting and support for several months by way of an apology for not getting back to them sooner (as in within 24 hours). I think I'll make it clear how much hosting and support will cost after that initial free period and since we've just put our hourly rate up I feel that we might be too expensive for them any way.
Yesterday I offered them free hosting and support for several months by way of an apology for not getting back to them sooner (as in within 24 hours). I think I'll make it clear how much hosting and support will cost after that initial free period and since we've just put our hourly rate up I feel that we might be too expensive for them any way.
bhstewie said:
hstewie said: OK, so I'd say context is key here.
"Hi other client, do you have contact details for Jammy Git please as I'm trying to get hold of him?"
v
"Hi other client, is jammy git still in business, I've been trying to get hold of him and the useless bd isn't returning my calls, isn't he crap!"
kind of thing..
Indeed."Hi other client, do you have contact details for Jammy Git please as I'm trying to get hold of him?"
v
"Hi other client, is jammy git still in business, I've been trying to get hold of him and the useless b
d isn't returning my calls, isn't he crap!"kind of thing..
Personally, I'd just forget it.
Sounds like you're over-reacting.
Your other clients will either
a) Ignore him as they're happy with you and the service you offer.
b) Agree with him because they're not happy with the service you offer, in which case you have a problem anyway.
I agree about investing in some kind of virtual PA if you're busy - no communication back is annoying if you're trying to reach someone.
But, consider if you want to work with this company moving forward if they're causing you this much grief.
Your other clients will either
a) Ignore him as they're happy with you and the service you offer.
b) Agree with him because they're not happy with the service you offer, in which case you have a problem anyway.
I agree about investing in some kind of virtual PA if you're busy - no communication back is annoying if you're trying to reach someone.
But, consider if you want to work with this company moving forward if they're causing you this much grief.
jammy-git said:
Client said:
Hi,
I understand that you are a customer of {My Company}.
We are also a customer.
We are having trouble in contacting them! Do you have a mobile number for {Jammy} as I understand he is now running this business.
Thanks for any help.
Regards
Hmm, maybe I'm over-reacting a little bit? I am a bit stressed lately with all the work we have on.I understand that you are a customer of {My Company}.
We are also a customer.
We are having trouble in contacting them! Do you have a mobile number for {Jammy} as I understand he is now running this business.
Thanks for any help.
Regards
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