When is it Justifiable to Sack a Client?
The article offers a list of reasons why an agency would be justified in sacking a client – amongst others, if they are a financial loser or if they are giving you a bad name.
I think in these instances, a PRs job is to stand by their client – through thick and thin – and if the shit hits the fan, we should do our best to help them re-build their reputation. Nothing worse than a fair-weather PR.
So when is it OK to fire a client?
The most interesting point the post makes, in my opinion, is about clients affecting staff morale, because this has been, and will remain an absolute justification for telling a client where to stick it.
Rude clients come with the territory and PRs are seasoned professionals in how to deal with unreasonable requests and outlandish demands. Everyone is allowed an off-day, especially the paying client – we first and foremost want to keep business sweet and get those contract renewals. But where does the buck stop?
When a client is persistently rude, negative or is bringing down a team who are trying their best to do a pretty tough job – I have and would tell them (very politely) that we no longer wish to work with them.
From what I see through social networking and relationships I have forged with other agencies, the PR community boasts a multitude of close-knit, positive and forward thinking PR teams.
As a boss, my instinct is to protect and nurture my team – and personally, I feel no client is more important than that.
Just as is true for the real world, there is no place for rudeness and life is too short for old-school “customer is always right” policies.
As my Granny always says, “Manners maketh man”
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