You all know the consequences of being strong armed into signing a 12A when you shouldn't BUT are you aware of the consequences year after year of BAD CLIENT BEHAVIOUR.
Thinking about how to fire a client can be unsettling – especially if you’ve always believed that the customer is always right. But who needs the stress, the risk and the gut wrenching fear of dealing with someone who does not take safety seriously.
Here are my top tips on clients:
Prioritise your client list
1. Identify your A and B -list clients
Your A-list clients provide your most productive and profitable work.
You like working with them
- They know, love and trust you
- They do what you tell them to do when it comes to building safety
- and they pay on time!
2. Identify your Z-list clients
Z-list - you know exactly who I mean - they keep you awake at night knowing what's going on in their buildings - ditch them!
They are the ones who
- call you at the last minute
- shop around for a YES
- argue that defects are not important
- see safety as an unnecssary expense
How to ditch them
1. Check your engagement letter, contract
- Look for termination clauses
- MAKE SURE YOU HAVE TERMINATION CLAUSES IN YOUR CONTRACTS and a termination-of-services agreement.
- You MUST complete paperworks related to what you have done and leave those behind
- Try not to leave them hanging near BWOF renewal date BUT if they have not done the work don't issue a 12A
3. Add a PMO fee to your final bill
A client giving you the run around need a PMO fee attached to their invoice (P#ss me off) fee ;-). Or you could add surcharges for unproductive functions like:
- numerous phone calls
- lack of logging owner checks
- researching Council property files
- chasing down Compliance Schedules and other paperwork
- Liaising with multiple parties to get a system defect repaired
4. Protect your reputation and brand
- I would advise the client representaives, the tenants, Landlord, BWOF agent and the Council that I no longer work for a crappy client
- Your BWOF, 12A paperwork and BRAND is still on file
- They may continue to trade on your good name and a year down the track the Council thinks everything is being looked after by you.
For what its worth YOU MAY BE OUR A-LIST client! ;-)
Rosemary (Rosie) Killip