When you first started your business, chances are you were keen to take on pretty much any client that came along — even if you weren’t 100% sure about them at the time. After all, you were more than likely still finding your feet and securing business gave you the confidence boost you needed.
But over the years as you and your business have grown, you will have come to realise that some clients just aren’t worth the hassle. And while you have now learnt how to spot potential problem clients before you take them on, you may still have a few whom you still work with.
The bottom line is that people and relationships change, and that’s fine. You just need to learn to know when to say goodbye and move on.
Now you might be thinking, why on earth would I want to actively get rid of a client, Jo!? And it’s a great question, which you’ll hopefully have the answer to by the end of this post.
Problem clients are restricting you and your business
Whether you realise it or not, problem clients are almost certainly restricting you and your business. That’s because more often than not you will be spending time satisfying their whims, instead of focussing on the stuff that matters to your business.
Then there’s the stress they cause you, which is sometimes reason enough to say goodbye. If there’s one thing that the recent coronavirus lockdown has taught me it’s that my mental health is more precious than I ever realised and it should be protected at all costs.
The problem for many entrepreneurs, freelancers and business owners though is that they hang on to problem clients because they are worried about how they will fill the financial hole that would be left if they got rid of them. I know this because it’s exactly how I felt until I finally took the plunge.
But once I’d politely informed a couple of my clients that I wanted to part ways with them, I felt a huge sense of relief and renewed determination. The best part is that I managed to secure a new client the very next day — some of that newfound determination shining through perhaps?
5 problem clients you should consider dumping
While a client can become a pain for all manner of reasons, here are the 5 main problematic traits that I and people in my professional network have come across:
You know the ones. Those clients who always seem to have a reason for why they haven’t paid you yet this month, despite your agreed payment date having not changed for years. Clients who regularly pay you late disrupt your cash flow, cause you headaches and you simply do not need them.
These are the clients who frequently expect you to do stuff outside of what you’ve agreed. For example, they’ll ask you to carry out a task, which you do, then they move the goalposts and assume you’ll be okay with that.
Having your confidence knocked in your personal life is bad enough. It’s even worse when it happens in your professional life too. Clients who constantly make you doubt your abilities and tell you where you are going wrong are not good. They’re not good for your business, your confidence or your sanity.
There’s a good chance that you started your own business so you’d be the boss and not have to feel like an employee again. But this all changes when you’ve got a client who acts like they’re your manager. Remember, while you’re providing them with services, you are your own boss.
And clients you simply don’t get along with
As I’ve already mentioned, people and relationships change. If you find that you are simply no longer getting on with a client the way you used to, maybe it’s time to call it a day. There’s no point struggling along for either of your sakes. The connection will never be the same, unfortunately.
How to let your problem clients down gently
It’s never nice or easy sending a goodbye email or having a final telephone call, but it’s an inevitable part of business. To help you out and conclude this post, I’m going to give you a quick takeaway on how to let your problem clients down gently.
- Give them plenty of notice — follow what’s laid out in your contract and give them as much time as possible to replace you. It’s going to be hard after all, right 😉
- Stay professional — it’s never a good idea to burn bridges or make public any difference you had, especially in the business world. You never know when you might want a reference or similar.
- Finish any outstanding tasks — don’t leave them in the lurch with a bunch of unfinished projects.
- Refer them to someone else — maybe you have an associate who could help the client out. If they’re a better fit for the work or the individual, consider making an introduction.
Getting rid of problem clients might seem counterintuitive, but doing so can genuinely save your sanity, renew your sense of self-worth and end up strengthening your business going forward.
To be productive in this fast paced land of notifications and distractions isn’t easy, even for those of us who like to write about it sometimes. I can often be found in a heap at my desk thinking I may as well give up work for the day because there have been so many distractions and interruptions.
There are many productiveness killers, especially when you work from home, and I like to break them down into these categories:
- The telephone (whether business or personal), it can interrupt you at anytime during the day and whatever you’re working on at the time will have to be put to one side.
- The doorbell, family/friends, the postman, cold callers, people spreading the word of the Lord… it happens, although not so much for me now I have moved to rural France.
- Lunchtime, I put this as an interruption because for me I would happily go on working through the whole day without stopping for lunch if I could, but I need to eat. The same applies to tea/coffee breaks.
- Email notifications, if you have these set-up they can take you off task by dragging you over to your email to respond.
- Social media notifications, the same applies here, they distract you from what you’re supposed to be working on.
- Dogs, they need walking… and although they get me away from my desk twice a day for a walk, it’s a distraction that somedays I could do without.
- The radio (if you have it on while you’re working), I tend to have the radio on during the day, music I can work quite well too but when there’s a lot of speaking it distracts me quite a bit.
- If you’re feeling under the weather it’s going to cause you to be less productive, I know that some days I feel like I’d rather be laying on the sofa with a good book or watching a film.
- Stress, this is a big killer of productiveness, if you’re stressed you’re not going to achieve anything.
- Not getting enough fresh air, if you’re stuck at your desk for up to 12 hours a day it’s not doing anything for your health or your productivity.
- An untidy office is going to create a messy mind, if you have paperwork everywhere, can never find anything, then you’re not going to be working efficiently.
- If you work from home then having a messy home the other side of your office is probably going to cause you some stress – it does me!
- No filing system on your computer is just as bad as having a messy office, it causes inefficiency.
Can you think of any other categories?
I had originally planned to give you some of my favourite iPhone apps for this article, but it’s turned out to be a much more in-depth post, so I’m still going to give you some apps to check out after my relevant tips.
How to deal with interruptions…
- You could ignore the telephone and put voicemail on when you are busy working on a project, I think it’s perfectly acceptable not to answer every single telephone call, you don’t answer emails instantly (well most people don’t).
- You may like to install CCTV at your front door so you can see who is calling and then choose to ignore them or not… that’s a bit of a joke, but seriously, if you’re working on something, ignore the door too, or just check out the window first to check it’s not anything urgent.
- Lunch is difficult to miss, and you shouldn’t skip it, you probably could do with the break anyway, so why not take half an hour to do something else even if it’s just to hang the washing outside.
How to deal with disruptions…
- Any notification can be turned off, so if you’re working on something, turn it off. I find that this is great for productiveness, I can work for much longer if I don’t see the emails appearing in my inbox and all the social media stuff appearing on my computer and iPhone.
- Give the dogs something to chew on which will keep them entertained while you’re working, or if it’s walk time, then take them out.
- I have found that when there’s lots of speaking on the radio and it’s distracting me from my work (usually if I’m writing something I need to concentrate on) I mute it (in fact I have just done that so I can get this post finished). Mute is a handy tool, use it more!
How to improve your well-being…
- If you’re not feeling 100% then take a break, if you have deadlines then prioritise these and then set a time where you can take a break. If you set aside some time to relax you’ll get on with your work more efficiently as you’ll be looking forward to relaxing.
- Stress over a long period of time can really inhibit your working day, so you need to stop and look at what is causing the stress. Money worries? Workload? Personal problems? Try to write down what is causing your stress and find ways of dealing with it, the stress won’t go away overnight but just by acknowledging the problems on paper will commit you to taking the first steps.
- Take a break – You must get outside in the fresh air everyday, I used to be really bad at this. I used to sit at my desk all day, and then I got a dog, I now have two dogs! They force me to get outside at least twice a day and I feel much better for it. Sometimes having to take the dogs for a walk isn’t good for getting things done, but once you’re in a routine it does get better. Even if you go out for a 5 minute walk around the block at lunchtime, it will give you enough energy to get the rest of your work done.
Here are some apps that I feel help with well-being. I have used a few of these apps, Insight Timer is great at night and I have a great iPhone app called BetterMe which has some breathing exercises for various situations, anger, irritation, worry, sadness etc… I’ve also heard HeadSpace and Calm are also great apps for well-being.
How to deal with clutter…
- This is such an easy thing to achieve but I am my own worse enemy sometimes. Just spend 10 minutes each morning or evening tidying your office, making sure things have been filed away, clearing your desk. Before I worked from home I used to be great at this, things have slipped a bit now, but I think that’s because I know it’s only me that has to look at the mess. But it only takes 10 minutes…
- Housework causes me stress, I hate it… I have managed to get it under some kind of control. Having pets with a lot of hair is the worst thing ever. I think you have to accept it, you’re going to spend the rest of your life clearing and cleaning. The best thing you can do is the same as with your office, spend 10-15 minutes each day (maybe at lunchtime) having a tidy up. If you do this each day, even if things are not spotless at least you’ll be less stressed. If like me you can afford a cleaner once a week, then even better… it has taken me 7 years of freelance working to put cleaner at the top of my priorities, and it’s so worth it!
- With the amount of things you can download onto your computer these days it soon ends up being very cluttered. If you start as you mean to go on, again this won’t be a long job. Every week check through your files and make sure they are in the relevant folders so you can easily find them again. Many people believe that it’s not necessary now because you can easily run a search of your whole computer, but what if you can’t remember what you named it? Better to have specific folders for specific files.
Here are my favourite apps which help me control my clutter and save time:
Hazel watches whatever folders you tell it to, automatically organizing your files according to the rules you create. Have Hazel move files around based on name, date, type, what site it came from and much more. Automatically sort your movies or file your bills. Keep your files off the desktop and put them where they belong.
Toby is a great add-on for Google Chrome, it’s like a filing system for all your websites, you can easily find all the important sites you use time after time without keeping all the tabs open and slowing down your computer.
TextExpander is a massive time saver, you can create snippets and templates which appear at a touch of a button or two. This saves so much time when writing emails, and anywhere else you need template text quickly.
LastPass keeps all my logins safe and secure, not only that it also keeps my client logins safe and secure too… I can also login to accounts with a click of the mouse.
What are your top productivity tips? I love to find out what other people do to increase their efficiency while working so please add your tips in the comments. I hope some of my advice is helpful, and look forward to hearing about yours.
For more of my favourite tools and apps, you can listen to my podcast or join my Facebook group.
Those of you who are friends with me on Facebook and/or follow my Facebook business page will know that I’ve been suffering with pain in my neck and back for the past few months.
While I’ve had neck and back pain before on and off, it got to the point this time where I couldn’t even sleep, so I had to go see a doctor. The doctor said it was my thoracic spine that was the root of all my pain and discomfort, most likely caused by me being sat at my desk working too much.
Now it has been a busy few months and I’ve been spending a lot of time working. However, I thought that walking the dogs twice a day would be enough activity to keep me from killing myself.
The doctor referred me to a physio and I managed to get a cancellation appointment. I also made an appointment with an osteopath recommended by my mother.
After about 2/3 appointments with the physio and 1 with the osteopath, I was able to function without the strong painkillers the doctor gave me. It’s now only at night that I am in some pain and find it difficult to get comfortable.
Then, by a massive coincidence, a friend of mine who runs a gym/personal training business called Limelight Fitness advertised on Facebook about a new 6-week mobility course she was running. It focussed on helping people with, well, mobility problems, so issues with pain in their knees, hips, back, etc. I booked in with her straightaway and started 3 half-hour sessions a week, last week.
Despite the fact it’s pretty hard going, I can already feel as though my general mobility is getting better.
Unfortunately, it’s been a pretty stressful couple of months, what with physio and osteopath appointments 30 minutes away from my house (office). Trying to juggle my work and focus on getting myself better has been difficult – especially as I’m a routine freak!
Getting used to being out of the house at random times during the week – especially now I have started the mobility course – has been a challenge.
To try and arrange my days better, I have put a schedule together and blocked out times in my calendar by client/task.
This has worked really well keeping me on task rather than jumping around multi-tasking and not really getting anything done. As well as turning off notifications during the times I’m working on a task, this has made a massive difference in my productivity.
Now that I’m on the mend, I thought it would be useful to share with you some of the tips given to me by the physio and the osteopath that have helped improve my condition.
1. Set a work timer
My osteopath suggested that I set a timer to go off every 30 minutes and have a 5-minute break every time I hear it. Admittedly, I have mine set for 45 minutes, but this has still worked well.
I’m using an app called Awareness that gongs every 45 minutes and records when you stop using your computer. Five minutes is actually a long time when you’re waiting to get back to your desk, so make a list of things you can do in those 5 minutes e.g. make a cup of tea, tidy your desk/office, pre-prepare your dinner, wash-up, whatever you like really.
2. Invest in some ergonomic kit
Repetitive strain injury is really common in the wrist/arm you use your mouse with. My osteopath suggested I get a vertical, ergonomic mouse. I did and while it took some getting used to, I must say I’ve noticed my wrist/arm pain is a lot better.
3. Exercise your upper body
I had always thought walking for about an hour a day was enough, and for activity purposes it is, but the upper part of my body was not getting any exercise. I now have a set of exercises from the physio that I do each day and with the mobility sessions, my upper body is moving as it should be. These exercises should also sort out my posture – after working at a desk for around 24 years, no wonder my body is finally telling me to stand up!
4. Standing desks
Have you seen them? They are a great idea, but only in small doses. My osteopath says that standing all day working is going to put pressure on your legs, so alternate between sitting and standing. I now have my laptop on my kitchen counter which I use a couple of times each day for around 15-20 minutes at a time.
Do you have any daily routines or top tips that help to prevent aches and pains while you’re sat at your desk working? I’d love to hear them!
My decision to move to rural France back in 2011 was not one that I took lightly. It involved a huge amount of courage, but was made infinitely easier by the support I received from friends and family. I’m now enjoying a much better work/life balance than I ever have before and a lot of stress has been removed from my life.
But (there’s always a “but”, right?), while working remotely from home obviously has many advantages and perks, there’s also a side to it that many people don’t see or perhaps don’t consider. And that’s that it can sometimes get rather lonely. Couple this with the uncertainty that often comes with running your own micro-business and you can find yourself in desperate need of someone to talk to/vent at/bounce ideas off of.
The bottom line is that it’s bloody hard work to cope with all the pressures of being self-employed. I’ve got to manage my time effectively; handle peaks and troughs in work (and, therefore, cashflow); and deal with a degree of isolation. This is in addition to knowing that I have foregone the basic employment rights that regular employees enjoy, such as sick pay, holiday pay and access to a workplace pension scheme.
So, with all this in mind, here are my top three tips for overcoming the loneliness and uncertainty that working remotely can bring:
Make the most of video calls
Don’t just hide behind your inbox and fire off emails all day long. Skype, Facebook’s own built-in chat and Blab all offer a way for you to see your colleagues and clients, as well as talking to them.
It might not seem that big a deal, but it makes such a difference when you can see the facial expressions of the person you’re talking with. It’s often the closest you’ll get to experiencing that being in an office feeling.
Take regular breaks
Regular breaks are needed throughout the working day to give your mind and body a rest. In modern office environments, conscientious employers insist their employees take regular breaks, but when you work from home there is tendency to neglect them.
Even if you just get away from your computer for a cup of tea or coffee in the mornings and afternoons, and treat yourself to a proper lunch break, it will make you feel a lot more relaxed.
Customise your environment
The beauty of working remotely/from home is that you have total control over your working environment. If you’ve got photos of things that make you smile, make sure they are nearby while you’re working. The same goes for other creature comforts that make you feel contented.
My two dogs never fail to put a smile on my face throughout the day. Although we don’t all always agree when I’m bouncing ideas off them. Funny that…
I regularly speak to small business owners, on both a personal and professional level, and if there’s one thing they all tell me it’s that when they first started out they tried to wear too many hats. In other words, they bogged themselves down with tasks that they really shouldn’t have been doing and ultimately lost focus on what they should be doing: building their businesses.
Unfortunately, this is one of the pitfalls of running a small business. It’s only when the owners realise that by trying to do everything themselves they’re actually hindering their businesses that things start to change.
But as we all know, hindsight is a wonderful thing and we can all learn a lot from it. That’s why I wanted to share with you some of the tasks that I carry out for my clients. While you will undoubtedly know about most of them, there are a few that may surprise you.
What I want to do is get you thinking about which of the tasks you’re currently doing yourself that could be delegated to someone else. Even if you manage to reclaim just five minutes of your time each day by delegating or outsourcing a task or two, I’ll feel as though I’ve done my job.
Here are just some of the duties I perform for my clients:
Project management – most business owners have got lots of nice little projects they want to undertake, but overseeing them all personally is often a time-consuming nightmare and something that detracts from the overall value of the project.
Newsletters – this newsletter didn’t write itself and yours won’t either. That means you’ve got to spend time thinking about what you want to include and then even more time compiling it. Time that could perhaps be spent doing something more constructive.
Social media management – we keep being told that our businesses need an online presence and one of the easiest and most cost effective ways to achieve this is via social media. But unless your business pages are updated regularly and your audience kept engaged, your social media efforts will fall by the wayside.
Blogging – Like social media and newsletters, blog posts are another necessity for most businesses today. And, like social media and newsletters, blogs are at their most effective when they are regularly updated with fresh content. Can you give your blog the time and attention it deserves?
PA services – general admin duties need to be done, but it doesn’t have to be you who does them, right? Even if they’re mundane, there’s someone out there who would willingly help you with them.
Email management – how many emails do you receive each day that warrant a reply, but not necessarily require a personal response from you? Responding to emails consumes a lot of time and unless those replies produce leads or sales, your time may be better focused elsewhere.
Calendar management – okay, so it’s similar to email management in its nature, but nevertheless it’s still a crucial part of running a business. Much better you concentrate on preparing for client meetings than organising them.
Research – conducting research is something that every small business does from time-to-time. And while the Internet has given us an overload of information at our fingertips, wading through the sea of resources to get to the stuff that matters can take hours.
WordPress management/maintenance – WordPress updates seem to be released on an almost weekly basis nowadays. Couple this with the constant plugin changes that also occur and maintaining even a basic WordPress site can be time consuming. That’s before you’ve even thought about making any content updates.
Data management – as your business grows, so too will all its data. Nothing is more frustrating than not having the information you need to hand. The technology exists to make it so, but all those documents and files still need to be put in the right places.
Did I give you any ideas? I really hope so…
Need a bit more inspiration? Drop me a line and we can talk about it in a bit more depth.