Agency best practices — what to do when your client is stalled
Short of losing out on work, I'm not sure there's anything more frustrating then when a client is stalled on a project. You know how it goes. Client calls with their hair on fire. You move heaven and earth to get the resources ready to help them solve their crisis and you're knee deep into the work when you get the call. "We have to hold tight for a minute." Which of course, turned into 2 months. Or worse -- you don't get a call. But you are waiting on something from the client (web content perhaps?) and you wait. And wait. But the client is stalled and not telling you. The worst part isn't the delay. It's that every day of the delay costs you money. And it costs you even more money when they're ready to go again. You have to get your head back into the work, you have to go back and re-read the creative brief, and you often have to bring the team back together to get everyone back on track. On top of all of that -- you need to shift work to accommodate the old project because when they come back -- they're always in a hurry to get it done. Ideally you can discourage clients from disrupting the flow of the work. But even if you can't -- you shouldn't be penalized for a client not having their act together. I get it. Sometimes it's not your client but someone else inside their organization and sometimes, stuff just comes up. But you know what -- you're running a business and it's tough to do that when clients behave in an unpredictable and unreasonable manner. Which is what all [...]