Have you ever had to deal with a nightmare client?
The type of person who just doesnโt get you and what you do.
Who questions your decisions, despite you being the expert.
Who wants to wring every last bit out of the service you offer so they get their moneyโs worth?
Who is more likely to be vocal if theyโre unhappy and might โtake toโ Facebook or Twitter to vent their feelings.
If you run your own business, itโs a familiar story.
I have had these clients myself.ย You feel that they have the power to make or break your business and in some ways, they have.
Itโs so easy to run to social media and vent your feelings, rightly or wrongly, about a business but the impact of a negative review can be devastating.
So rather than clients choosing you, one lesson I’ve learned is that it should be you choosing the client.
I wanted some examples to illustrate this so I asked my Facebook group for ideas and was blown away by one story from Tam Wilson who runs Born 2 Run pet care in County Durham.
In January 2015, Tam suffered a terrifying and brutal attack when a 45kg German Shepherd she was walking attacked another dog then turned on her.
Being only slim and 5ft tall, she was no match for the huge dog and needed plastic surgery to extensive injuries to her face and arm.
Had a woman driving past not stopped to help her, Tam fears she could have been killed.
She recalled: โI was walking two German Shepherds, one male and one female, for a client and Iโd had concerns about the male dog.
โHe was very distant and a handful. His owners were a very respectable, middle class family and I know in the days running up to what happened he hadnโt been exercised very much.
โA woman walked towards us with a little Cockerpoo. The dog ran at it, pulling me over and the lead out of my hand and attacked it.
โEverything happened so quickly, I got up, ran towards him, grabbed the lead and got him off the Cockerpoo who was injured and bleeding, the owner was crying and ran off.
โI was on the ground and as I lifted my head, he bit my face, his teeth sinking into my nose and around my eyes. I tried to get up and pushed him back.
โAs I got up, he bit into my arm and wouldnโt let go. Thankfully it was winter so I had a thick jacket on and layers underneath, or I think I could have lost my arm.
โA lady was driving past and stopped, and the sound of the door slamming distracted him and he finally let go.โ
Astonishingly, Tam, who was seven weeks pregnant at the time, was able to control the dog and took them to their home and the passer by took her to hospital.
As she sat in the car, shaken and bleeding, the woman handed her a tissue to get the blood from her face, and when she pulled the tissue away, part of her nose came with it.
Tam said: โI was in a total state of shock. I went to a drop in centre and then to hospital and had plastic surgery to repair my nose and arm.
โPart of my nostril is damaged and I still have scars on my face. People say they canโt notice but I feel conscious of them but when I look back I feel lucky it wasn’t far worse.โ
Itโs a terrifying ordeal but what made the matter worse was the reaction from the owner of the dogs. Far from being mortified and apologetic, she blamed Tam.
Tam was so shocked and shaken she contact the police and the officer in the case urged her to take civil action. A year later, the owner admitted liability and made an out of court settlement.
โFirst, she said I must have done something to him to make him attack me,โ she said. โThen she claimed she told me to walk them separately.
โFortunately I had paperwork sheโd signed saying the dogs could be walked together. The hardest thing to deal with was how heartless she was. She showed no compassion and just didnโt care.
โAfterwards I had nightmares and flashbacks. Having the surgery was so painful as I couldnโt be put under anaesthetic as I was pregnant. I was scared of German Shepherds for a long time.โ
Tam was highly experienced and had been running her own business for five years when the attack happened, and prior to that had worked in a vet.
She says knowing what she knows now, she wouldnโt have taken on the client in the first place and what happened meant sheโs put lots more checks in place in her business.
Tam, who has three Border Collies Brenna, 15, Brae, nine, and Tarryn, seven, explained: โYou donโt think of the danger you put yourself in. You donโt ever imagine something like this happening. I had safety measures in place before of course.
โBut now, I trust my gut. If something doesnโt feel right, I wont take them on as a client. I meet each dog in their home and see how they interact with me and the owner.
โI take them for a walk alone to assess them around other dogs and check their behaviour around dogs, cats, and livestock and only walk small dogs.โ
Her advice to other pet professionals, especially those starting new businesses, is to be selective.
โYou choose your clients, not the other way round,โ she said. โDonโt be afraid to say no if you have any concerns at all.
โItโs easy when you first set up to take on everyone who approaches you, to be grateful of any work, to work for low rates, because you want to build yourself up and make money.
โBut you need to be so careful. No amount of money is worth risking your personal safety and working with difficult clients takes its toll on your mental health.โ
On a much less dramatic scale, Iโve been in this position while trying to build extra revenue streams by offering copywriting and social media services.
Iโve had clients quibble over my prices, who have expected me to work crazy hours (which I did) and had a crushing episode where a woman refused to pay me for a press release for her new business as it was โtoo personal.โ
If you know me, Iโm big on storytelling, and Iโve helped hundreds of businesses get media coverage by sharing interesting stories.
I never pushed for the money as I didnโt want to waste my emotional energy on someone who didnโt value my experience and expertise and just didnโt get it.
Now, I only work with people who do โget me,โ who donโt give a stuff that my background is tabloids, and who like my straight-talking approach.
Yes, I might miss out on money but Iโm saving myself a lot of headaches along the way.
Iโm so grateful to Tam for sharing her story; it is much more powerful than mine.
As she says: โWe canโt ask for a review of a client, we have to put our trust in them. For me, itโs about trusting my instinct and being treated with respect.
โI will bend over backwards for people who behave respectfully and honestly, who value what I bring to their dogโs life.
โRespect is a two-way thing and that, and building the trust that their dogs isnโt putting me or other dogs at risk is something you canโt put a price on.โ
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