Everyone has good clients that turn bad! And if you haven't yet, it's only a matter of time. In this talk, given at WordCamp Sydney in 2019, digital marketing trainer and business coach Brook McCarthy, covers: ** Warning signs & red flags ** What to do in the midst of a client crisis ** Minimising your risk by having an awesome client onboarding process ** Getting paid ** Being future-focused.

1. When good clients go bad
Brook McCarthy

2. What we’re covering:
• Warning signs & red flags
• What to do in the midst of a client
crisis
• Minimising your risk by having an
awesome client onboarding process
• Getting paid
• Being future-focused.

3. I’m Brook McCarthy.
I’m a digital
marketing trainer & a
business coach for
small business owners.
I like lounging.

4. I’m Brook McCarthy.
I’m a digital
marketing trainer & a
business coach for
small business owners.
I like lounging.
Plan B

5. The joy of new
beginnings

6. You’re an exotic
genius

7. Problems start
subtly

8. The first cut
(is the deepest)

9. The escalation

10. Hell is other people

11. Warning signs
1. They don’t follow your procedure to book in your
initial phone call.
2. They bitch about other service providers.
3. It’s all “mapped out in my head”.
4. They’re too quick to commit.
5. They are a victim with a sob story.

12. You consider giving it
all up and getting a ‘real
job’
‘hi’

13. Triaging a client emergency

14. Stop hiding from your clients
1. If you’re lucky, they’ll tell you there’s a problem.
2. Get on the phone as soon as possible.
3. Change the team who’s working on the project.
4. The business owner or head goes on the project.
5. Forget your billable hours – your reputation is
worth more.

15. People want to
be seen and
heard

16. What to say
“I’m sorry that you feel this way”
“I’m sorry that this experience hasn’t lived up
to your expectations”
“What I need from you is … can you do that?”
“What I propose is …”
“Let’s turn this around”

17. “A person’s success in
life can usually be
measured by the
number of
uncomfortable
conversations he or
she is willing to have.”
(Tim Ferriss)

18. Designing success: your website gate
Put prices on your website (or at least an indicator:
“Starting at $X, with an average project fee of $Y and
more complex projects coming in at $Z ).
Prequalify prospects with a smart website form.
State your process on your website (save everyone’s
time).
Have a polished, standard answer to “how much?”

19. Designing success: your process
Time-bind your design process: the designing/
developing is at least eight weeks out. This date
is clear to the client on the website, in the
proposal, in the website, in the initial on-
boarding email and then in automated, weekly
reminders. If the client need to reschedule, they
must give 14-21 days notice.

20. Designing success: onboarding
Ensure your proposal includes your payment terms
and a little about your process.
Be generous with templates – show people how to
give you the information you need. Consider online
forms to collect necessary information.
Coach clients on how to be a good client.

21. Get paid
Offer a discount for payment in full, up front.
Front-load payments so that staffing costs are covered
by their first payment.
Set up recurring monthly invoices through Xero.
Charge retainer bonds – clients pay double the first
month so that you’re always ahead.

22. Instagram.com/mindfulboundaries

24. Change your attitude
Design your business for your best case scenario,
then communicate this in clients’ best interests.
Do not negotiate your process. Your process sets
you free while ensuring consistently excellent work.
Be prepared to not get the job. Trust that more
(better) fabulous clients are coming.
You are the boss. Act like it.

25. My challenge to you
What is your best case scenario for your business?
How can you get more comfortable with
discomfort?
What is a non-negotiable for working with you?
How can you make your non-negotiables
abundantly clear, while expressing these from the
perspective of being in your clients’ best interests?

26. Flying blind without a plan?
Join the Non-Planners Business Plan challenge:
HustleandHeart.com.au/nonplan-plan
Facebook.com/brook.mccarthy
Instagram.com/brookmccarthy
Twitter.com/brook_mccarthy