My biggest client is my biggest headache. Help!

To Aunty B,

I am an independent training consultancy working with large training organisations to promote their training products.

My biggest client is my biggest headache.

They don’t service their clients very well – I am constantly putting out bushfires or patching up damaged relationships.

They don’t pay on time, but when they do it represents a good return to my business. They make frequent mistakes.

And even though this might be a very small deal for some people, it means a lot to me – they never say thank you.

Why do I stay? The amount of business I do for them is staggering. Even with all the stuff ups it equates to a very lucrative part of my business.

I know while I stay with them I am missing out on other opportunities, eg. I just negotiated a good contract with someone else, but it is in early stages of development and I need to pay bills in the meantime. Where to place my time?

I have another opportunity in a totally unrelated business that looks promising, but paying bills amounts to ditto.

I’m in between a rock and a hard place.

Comments please.

Paddy

Dear Paddy,

Let me get this straight. The large company doesn’t pay your bills on time, makes mistakes, doesn’t service their clients well, requiring you to put out bushfires and they never say thank you.

And you think this is unusual? You think this is odd?

Let me take you back a few steps, my friend. Remember why you went into your own business. You couldn’t stand working in such an environment. So you made the brave decision to walk out the door and hang up your shingle. The problem is that they then end up as your clients.

So in fact, you are between a rock and a hard place. And you know, it can be quite comfortable.

What you have to do is this. Divorce your passion from their business. You will continue to provide the professional, quality service that you always have. But you are not looking to them for an emotional return. Get that elsewhere: from your staff, your wife, your sport.

What you do look at them for is a financial return. You say the amount of business you do for them is staggering. That doesn’t sound right. There is a difference between delivering great value and agreeing to being exploited.

Here is what I would do. You say the business is lucrative. Charge them more and bring in a senior person to share your pain. Divide up the role so it doesn’t all end up at your feet.

That will also free you up to look at other opportunities.

Don’t tell me that only you can do the work because I will call you delusional, a control freak and all sorts of other rude names.

As for the other unrelated business? Forget it. That, as you well know, is just a distraction.

So change your perspective, get serious about building the business you already have and bring in others who have different skills so they can introduce new solutions and help you manage these clients.

Good luck!
Aunty B

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