How To Turn Losing A Client Into A Positive

This week’s podcast is all about losing a customer and client and how you can turn what may seem like a bad situation, into a positive one. After losing a client, I thought now was the right time to discuss something that is going to happen to every entrepreneur during their journey.On another exciting note, I’m doing my first ever challenge and would love for you to join in! The challenge is focussed on starting and building your email list. For those that haven’t started their list or those that are struggling, the challenge will have you signing up new members every single day. It’s a five-day challenge (including a private Facebook group) with tips on how to get started, what systems you should be using and lead magnets. If you’re interested in signing up, the link is below.KEY TAKEAWAYS COVERED IN THE PODCASTIf you have been approached to end a client relationship and it’s out of the blue, you need to face it as soon as you possibly can. Rather than thinking the worst, get on the phone and speak to them.It is important to apologise and ask why it is they want to end the relationship. If something was wrong, try to view it as an opportunity to learn and develop instead.Once you have discussed the issues at hand, you need to speak about a potential handover. You should offer to help as much as you can.If you’re working in social media, you need to agree a date for when you’re going to log out of everything.Consider whether or not you can offer any training. You can charge for this.If you had a really good relationship, consider sending them a thank you gift. Whether it’s a card or a bunch of flowers, they will be thankful.Don’t forget to ask for a testimonial, review or a referral.If you need the client that you’re losing, it’s normal for panic to set in. The first thing you need to do, however, is take a breath. You need to think, what if you’re exactly where you’re meant to be right now? A better opportunity, client or customer could be right around the corner.Panic mode can be extremely detrimental to your business so instead, you need to go out there and be as purposeful as you can. Share testimonials, post about your services on social media or ask your current clients for referrals. Step up your activity.THE ONE THING YOU NEED TO REMEMBER ABOVE ALL ELSE…Not all client relationships are good ones and you have to do what is best for you and your business.HIGHLIGHTS YOU SIMPLY CAN'T MISSMy Experience with Losing A Client – 07:00How to Approach the Loss of a Client Relationship – 12:56The Mindset Around Losing A Client – 24:50Transcript below Hello and welcome to this week's episode of the podcast. How are you? So I am recording this little bit late in the day because I've had such a busy week. Some weeks are like that, aren't they? Some weeks you feel like you can take on the world, you can manage everything and you are on fire and other weeks, not so much. And unfortunately this week I've had a not so much week but anyway, it's Thursday when I'm recording this. So only another day for the weekend, which will be lovely cause it's nice to get a bit of rest and I've got some friends come around for dinner and you know what? Before I have my own business, I used to love a dinner party. I love cooking mainly because I love eating, but I used to love entertaining. I liked doing the table. If you've seen my Instagram and my Christmas table, you might get an idea of the type of thing I like doing.And then I just really enjoy cooking and hosting and getting nice wine and nice food and all the yummy bits. So yeah, we've got some friends coming round and I am really looking forward to doing it. It is funny though, ever since having the business, I haven't done it anywhere near like I used to. And now I also find myself getting a wee bit stressed about making sure everything's perfect and right and rather than joining the process. But anyway, this weekend that's what I'm going to do and hopefully it's going to be a fairly chilled affair. Okay. Before I get on today's podcast episode, which by the way is going to be all about when you lose a customer or you end a client relationship and how you can pull some really good positives out of that. And we're going to look at mindset things and a few different bits and bobs, but great way to turn that what is seemingly potentially a negative situation into a really good positive one.So we're going to be talking about that. However, I want to tell you something super, super cool. Before we do that, I am doing my first effort challenge now. I've never done a challenge before. I'm very excited about this. I am very excited to see how it works, how you interact with it. If you like it, if you don't like it, what results you get from it. But this challenge is all around how to start and build your email list. So this is for anybody who has sat there thinking, that's been on my list for too long and I need to do it and I know I need to do it, but I just haven't had a chance or I can't think of where to start, or I don't know how to build an email list. Or if you're sat there thinking, well, they have started a list and I'm trying to build my email list, but it's a little bit like tumbleweed and I'm getting nowhere with it.Then this challenge is also going to be perfect for you because we're talking about how to build it and had to get to a point where every day you are being notified of another perfect potential customer coming into your email list. So that's what I want to do. The challenge around, it's going to be five days. It's going to be really, really value packed. If you've, well, if you listened to my podcast, which you obviously do, you know I love to give you the good stuff, I don't hold back. I make sure that I cram it full of the good tips and tools and techniques. So over the five days we're going to be learning things like how to get started, what systems right there and when you should use what type of system, because that is a big question I get asked all the time because obviously there are different email systems which you can store emails in.And I use Kajabi and I've used infusion soft, but they're very expensive. So you don't start there. And then at what point do you, do you decide, actually now I need to move to that. So we're going to look at that. We're going to look at things like lead magnets, we're going to look at giving people an opportunity to sign up, and then we're going to look at how do you actually get them on the list. So once you've got a lead magnet, hedge it because it actually entered the lead magnet, and then what do you do with them while they're on the list? So five days each day, there's going to be a video. We're going to have Facebook live. So I can answer all your questions. We're going to be in a private Facebook group so we can all work through this challenge to get there.And the idea is by the end of the five days you are going to know exactly what you need to be doing to be getting on and building that email list. So I'm really, really excited about it. I'm really looking forward to seeing how it goes. Really interested. I, I try and view every marketing thing, every strategy as let's see how interesting this might be. So I don't ever really hold much judgement on success or failure or how many I'm expecting to get or how many people might enter. It's mainly, okay, this is going to be fascinating. Let's see how it goes. So that's that and I'm really excited. So if you want to join that would be helpful Teresa. Maybe tell you the address. So go to teresaheathwareing.com/fivedays and I haven't got a date for it to start, but by the time this episode comes out, there will be a date.So go to that page. On my site, sign up, get into that group and join me for this awesome challenge that we're gonna do. I am very excited to see you in there. Okay, let's talk about today's episode. And I'm going to tell you why I was inspired to do today's episode. It's for a few different reasons, you know, cause you know I'm a little bit woo-woo and I quite like the woo-woo stuff. It's like the universe has been going, you need to talk about this, you need to talk about this, you need to talk about this because I've had so many different things happen that have made me have to answer questions around this or think about this. So firstly, there's been a few people in my Academy at that have recently lost some clients for whatever reason or a customer that was buying product is no longer buying a product.And they'd been asking some questions about how they manage that and what they're going to do. But also, interestingly enough, I have just lost my second ever client as in they were my second client that I got when I started the business six years ago. So my first client that I got when I started the business still works with us and we still manage their social media for them and they still support me and I support them and I love them dearly. And my second client that came on has just come to the point where it's ended. And bearing in mind you've been doing this like five years now. I've worked with this client and it's really a little bit emotional actually because obviously I know these people, I know their businesses, I've worked with them for a long time. But let me explain to you what happens. My Experience with Losing A Client So in your business you start off with an intention of how something might look and we're really fluid. Things change and move and they get different and that's exactly what happened to me. And you probably know my story about, I started off consultancy, I started...