A Summer Silent Client Doesn’t Have To Equal Lost Revenue

The only thing worse than losing a client is working with one who stalls. As an agency owner for 20 years, I have seen clients hesitate for every reason imaginable, and I've developed best practices to limit lost resources and keep projects moving. Understand How Project Delays Happen Every stalled situation starts the same way. The client is in panic mode. He needs this project now. You pull strings and work overtime to solve the crisis, but the next time you check in, the client says he needs to hold tight for a day or two. That day turns into a week, then two, and then into months, and all the while you’re waiting and bleeding resources that could be put to better use elsewhere. Delays cost money to maintain and money to start up again once the client is ready to get back at it. The longer you stay away from a project, the more factors change, and the longer you need to become reacquainted with the work and its objective. When you finally get to finish what you started, you have to shift work away from other projects because (again) this client needs it done immediately. You don’t want to fire the client -- but you can’t afford to let him dictate your workflow. You can’t send a bill for the time you spend nagging him, so what can you do to keep your stalling clients happy without sacrificing profits in the bargain? Change The Rules The fairest way to keep projects moving without angering clients is to change the wording in your contracts to account for periods of dormancy. Adding fees for reactivation of dormant projects sounds harsh, but in my experience, [...]