When Client relationships head south
Building a successful client relationship is a painstaking process that takes deliberate efforts to create, nurture, and grow. It is a trusting relationship where both parties are viewed as partners. Except when it isn’t.
What do you do when the client relationship is one-way, conflicts with the values of your organization, and is anything but a partnership?
A first step is having frank dialogue with your client about your concerns. Account Management should certainly be involved but should maintain their “Good Cop” position in the discussion. Depending on the significance of the relationship, a senior executive, potentially the CEO, could confront the client about their actions.
The presence of Management or a Senior Executive sends the message that what you are sharing with them is very concerning to your organization.
If, after repeated attempts to address their concerning conduct, progress is not being made, it may be prudent to sever the relationship.
Firing a client should be a last resort action and, if needed, needs to be carried out by the senior leadership of your organization.
