What to Do When a Client is Ticked Off

February 6, 2010 Views
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By:Dave Carlson


My client Jerry was threatening to sue. Worse, my programmer was dragging his feet and didn't see the
seriousness of Jerry's threats. I was on the phone with Jerry for hours at a time.

The custom ordering system we designed for Jerry's web site needed some small changes that really
weren't affecting the performance of his site. Jerry kept saying that the whole system was flawed and that it
needed to be completely redone. However, he already had more than 600 sales adding up to more than
$100,000. What to do?

We eventually got all the problems fixed up but Jerry ended up having the site and ordering system redone
by another company so Jerry was now out of my hair. Was this a good thing or a bad thing?

Customer retention is crucial in all businesses and handling ticked off customers is a part of growing great
long-term relationships. Sometimes you choose not to retain a customer even if they are happy with the
work you're doing. The time and energy they cost you isn't worth the money you make from them.

High and Fire Clients Judiciously
Reflecting on the situation with Jerry, I probably shouldn't have ever taken him as a client because he
smelled of trouble from the outset. The first time I came into Jerry's shop he was arguing with a customer
while I waited. He was unbending and wasn't willing to make concessions.

Malcolm Gladwell writes of this in his book, 鈥淏link鈥? We need to be aware of when something doesn't feel
right and do something about it before getting in too deep. I should have just walked. Advertising guru
David Ogilvy proudly admitted that he fired more clients than fired him.

It takes bravado and diplomacy to drop a client, especially if they are a big source of income. You have to
weigh the headaches they cause with the checks that are deposited in your bank account. Are they worth it?

Setting Expectations Early and Realistically
I lost another client around the same time because I did not set expectations. Daniel and I had more of a
friendship than a client/vendor relationship. He looked and smelled like a good client, but I realized later
that he was a problem. He took a lot of my time and had too high of expectations for the work we were
doing for the price he was paying.

If you have a friendship with a client, you still have to set strong boundaries with them. You communicate
your expectations and bill them accordingly for the work you do. It's easy not to bill for your time if
someone is a friend. You have to set the expectation that you will be billing them for all the work that you
are doing for them.

Don't Let Problems Fester
Daniel and I had a blow up when he misunderstood something that I had written in one of my blogs. He
wrote me a strong email that I reacted to in kind by email. If he had read the blog or clicked on the link in
the posting he would have seen I had great intentions. And the blog wasn't even about him鈥攖here was just
a link on the side of the page pointing to his site.

If I could go back in time I would have waited a day or two to cool down. Then I would have written an
email explaining my writing and suggested talking face-to-face or by phone. Live and learn.

Hire Skilled, Responsible People to Handle Your Client's Work
My problem was I was trying to do everything myself, and things were falling through the cracks. Now I
tell my clients to communicate their web site changes directly to the designer and they will be billed
accordingly. That way changes don't get stuck in my In Box.


Make the Hand-off Easy
If the client chooses to leave or you fire the client, make the transition as smooth as possible. Provide all
the files and information they need to move forward if that is the nature of your business. Even if the break
up is hostile, make a point to be civil and professional. They may never return as a client, but they may not
badmouth you if things end more positively. Daniel got a new company to work on his sites, and I made
the transition as smooth as possible for him. I doubt I will ever have him as a client again, but I needed to
know in my heart that can make the transition easy for the next person.


Smooch Some Hiney
Okay, you have a client who pays well and is worth keeping. Now is the time to kiss some butt. You have
to admit you did something wrong and make amends.

My client Scott didn't know some of the work we were supposed to do for him was done. But I knew. I
took the risk of telling and then also told him that we would do work for him during the following month at
no cost to him. It cost me $600 but it was worth keeping Scott as a client.

Handling ticked off clients is all about doing crisis management, and then deciding how far you will go to
keep them as a client. You may choose to give up peacefully and let them go, or you can fight to keep
them. Sometimes you have no choice. But when you have the choice and want to keep them as a client, do
all you can to make things right. They may represent many more years of income.
About the author:
Dave Carlson is a Google Registered Adwords Professional and owns Green
Chair Marketing Group, an Internet marketing firm specializing in driving
visitors to web sites by search engine optimization, pay per click
advertising, and web site design/redesign. Visit his web site at
www.greenchair.net.



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Bvlgari Diagono Professional GMT watch

February 3, 2010 Views
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The Roger Dubuis MuchMore Mono Push Chronograph watch

February 2, 2010 Views
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Omega Seamaster Planet Ocean Liquidmetal Limited Edition Watch

October 30, 2009 Views
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Omega Introduces World's First Ceramic and Liquidmetal ® alloy watch

 

 October 28, 2009 in Beijing, officially released Omega Seamaster Planet Ocean Liquidmetal ® limited edition watch, which is also the world's first ceramic watch with Liquidmetal ® alloys.

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Cartier watches

October 29, 2009 Views
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Cartier from 1847. Louis Francois Cartier (Louis Francois Cartier) set down a master jewelry shop in Paris, formally established the Cartier Watches jewelers, then in Paris, after the scramble for the throne, after some turbulence, but also restored Huadu old flashy weather, greatly promoted the prosperity of the jewelery industry in Paris. Cartier lucky enough to get the young cousin of Napoleon III, the recommendation of the Princess Mathilde, the business continues to grow. In 1902, Cartier opened a shop has moved from Paris to London and New York, New York, Replica Cartier has become the headquarters of the Kingdom. According to legend, father and son is only two generations, Cartier has become the world "King of jewelry."

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Breitling Watches

October 29, 2009 Views
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In 1884, founder of Lyon - Breitling (Louis Breitling) (La Chaus-Fonds)Breitling Watchesfounded the company. Initially, the company is the production of pocket watches and so on the timer, the army began in 1914 with a total production of seconds and luminous watch. In 1936, when the Breitling control of "Spirit of St. Louis" (Spirit of St Louis) over the Atlantic Ocean, the Lyon's grandson Willy (willy) to see the air and traffic on the huge demand for accurate timekeeping, they began to control the aircraft cabin Instrument panel supporting production precision timer since then embarked on the production of solidarity with the aviation industry the road. So far Boeing Douglas and Lockheed and other large aircraft manufacturers were still Breitling Replica watches users.

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Breguet

October 29, 2009 Views
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Breguet (Breguet): the father of modern watchmaking in 1747, Breguet Nasha Tai was born in Switzerland, most of the time he was living in Paris, life and create countless great inventions, he was active in the watchmaking industry in each category a series of breakthrough has been climbing his career peak, such as improved auto-table, ring the bell used in the invention chime clock springs; and shock devices, etc.; while the neo-classical simplicity of the design of more surprises to the people. 1823, replica Watches died, and his descendants are also no shortage of masterpieces. In modern times, the fifth generation descendant of Replica Breguet watches in the fifties made watches with returning timing functions. Scientist Albert Einstein and writer Tchaikovsky was a Breguet of loyal users. Breguet many called the "table king", saying that Breguet was "the father of modern watchmaking."

Patek Philippe

October 29, 2009 Views
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Patek Philippe (Patek Philippe): a sign of nobility factory in 1839. Table the average retail price of 13,000 U.S. dollars to 20,000 U.S. dollars. Company is the only remaining truly independent Swiss watchmaker, one from beginning to end is their own production, training, a PATEK PHILIPPE (Patek) watchmaker take 10 years. Who will accompany you for 24 hours, nobles, watches a sign of nobility enthusiasts is to have a Patek Philippe table, the noble art of Realm and expensive materials to build enduring Patek Philippe brand. Not long ago, Patek Philippe has once again a world auction record of antique tables, a banker in 1933 for the United States a custom watch, their bid prices as high as 11 million U.S. dollars. This watch has 24 kinds of features, design time it took three years, five years before they are made available.

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The National Watch and Clock Museum

October 24, 2009 Views
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The Museum's History

The museum originated from the National Association of Watch and Clock Collectors, established in 1943 as the result of the joined efforts of hobbyists, educators, collectors, students and some watch connoisseurs. By the early 1950s, the association's secretary, collector Earl Strickler Replica Omega, the secretary of the organization managed to raise enough money to hire a staff to help him fulfill work in the association.

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Worshipful Company of Clockmakers

October 24, 2009 Views
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The existence of the Clockmakers' Company Library and Museum helps support a promising future for the world of clock and watch making of today by reviving interest in modern horology.

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Some Tips for Watch Collecting

October 24, 2009 Views
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Learning the terminology related to watch collecting may seem frightening and many of the collectors would prefer to avoid it. But if watch lovers begin their collections by purchasing watches that provide a chance to use the knowledge they already have, it will be much easier to pick up the rest of the chorological erudition.

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History of Wristwatch Collecting

October 24, 2009 Views
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If we think about the price, one of the records was set by a vintage Patek Philippe wristwatch created in 1951 that has been estimated at ?60,000-?80,000 (approximately $85,000-$113,000).

The history of the Patek Philippe Company features many watch price records beaten at auction sales. The most prominent example is the $11 million record gained in 1999 at Sotheby's New York by one of the most complicated watches ever produced. The creation of the timepiece took three years of designing and five years of constructing and was completed in 1933. The gold pocket watch was made for the collection of banker Henry Graves Jr. It offered an accurate picture of the night sky over New York, as well as more than 20 other useful complications.

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What does Watch Collecting Imply?

October 24, 2009 Views
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Choosing a Category

The first priority for a novice at watch collecting is to decide what kind of a budget is at your disposal and what you are interested in. You can choose from a wide range of directions. Some collectors prefer to hunt for a particular brand by name or period. Others form their collections by timepieces' style or country they have been produced at, for example American watches that appeared before World War One, usually referred to as trench watches or military styles. Some collectors concentrate at purchasing just chronograph or calendar watches. There are people who are looking for “new old stock” watches not paying attention if it is a Bulova for $400 or an extremely expensive Patek Philippe for $10,000. It is also a good idea to collect every model developed by a particular house during an era. This usually becomes quite difficult as your collection is growing Replica Breitling Watches, but there is an alternative to embellish the collection by selling off not so perfect duplicates. Many collectors pursue the hobby as a way of investing, collecting for value.

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Patek Philippe: An Ideal Choice for Watch Collectors

October 24, 2009 Views
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Patek Philippe is known and appreciated even by people who are not horology enthusiasts. Its watchmakers do their best to follow the footsteps of the brand’s founders and create the most beautiful watches in the world. Patek Philippe has also gained a position of reference in the world of watchmaking. The brand's communication achievements, such as the opening of Patek Philippe Museum to the public, as well as the world record prices achieved at auctions during the past 10 years have strengthened Patek Philippe's irresistible appeal.

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Collecting Military Watches

October 24, 2009 Views
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The Military Pocket Watches

The first synchronized attack grounded on using watches was carried out by the Union forces under General Grant at the siege of Vicksburg in1863. In 1885 the British Royal Artillery purchased watches for the first time, but it was normally considered that only officers might have required a watch and such a purchase was affordable for them. Navies had been purchasing marine chronometers for almost a century to be used by navigators, before the first army acquired watches.

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