I get asked a LOT by accountants…. “Should I get rid of this client?” And I reply with… “Well are they REALLY a bad client, or are YOU making them bad?”
So I tend to work through a series of logic with them as to whether they should pull the trapdoor lever on this client or not (yes… that’s what that drawing is.) And if they answer every question honestly, they actually find it very hard to get to the trapdoor lever… and they end up taking responsibility for how that client is.
And the great thing about that, is that as soon as you assume responsibility, you can do something about it and make them good. Many firms, unknowingly, have built ‘bad client making’ machines and they continually blame the client, rather than fix the machine.
I know this first hand by the way, because I WAS that bad client and on reflection, it’s because of what the firm did (or rather didn’t do) that turned me into one.
So here’s my logic in a flow chart for you to use yourself.