What to do When a Client Contact Leaves the Business

Many of our clients have been with us many years. Long-standing relationships with individuals who represent the clients very often translate into friendships. In a recent experience, a key client contact left the business. Sad as it was, business goes on. What can you do?   First, business is business, and you have responsibilities. You need to ensure that there is no breakdown in service. Replacement personnel need to be brought up to speed. Projects cannot miss deadlines.   At the same time, your friend may need your help. Depending upon the circumstances, this could include references, recommendations and even referrals to another job. In the latter case, be careful to ensure that you exclude direct competitors to the business you are still involved with!   Remember, relationships are with people, not businesses. Never bad-mouth someone who leaves for any circumstance. Bad words have a tendency to boomerang.

Larry MogelonskyWhat to do When a Client Contact Leaves the Business

Volunteer or Paid for Service?

Interesting situation. I am on many not for profit committees, volunteering my time to support a worthy cause. My time, of course, is committed for free, with no strings attached. In one situation, one volunteer wishes to extend the mandate to take on additional work. This work is of value to the committee, and it is clearly recognized that no one on the committee has the skills or the time to undertake this work.   Thus, this one volunteer would now continue as a “volunteer” with the additional work as a “paid contractor.” The rate for the paid work is recognized as being very fair value, below market rate in fact. And, the insider knowledge the individual has would make the work significantly easier for everyone on the committee.   So, the options are as follows: accept the offer of “paid” service from the volunteer, or hire external services at …

Larry MogelonskyVolunteer or Paid for Service?

Is the Customer Always Right?

A conundrum to be sure! Given thirty years in the business, you would think the answer is obvious. Alas, it is not. One might argue that, after all, it is the client’s business, and the client’s money. So, if the client is wrong, but they want it that way, should you just give it to them? It is not a simple answer. Here are three distinct areas where you should not follow client wishes: When issues of a legal nature arise. Simply put, never, repeat never, succumb to a request that breaks the laws of this country, or the country of your client’s operation. This includes use of photos with questionable pedigreed. When issues that jeopardize confidentiality of information arise. As an example, we have been asked to host web sites that we build on sub-standard platforms, that potentially put customer data at risk. In such cases, it is prudent …

Larry MogelonskyIs the Customer Always Right?