A Leader’s Clients; The 5 Types of Clients and What They Need Most From You!

Whether you’re in a leadership position, an employee, or an entrepreneur… you care for, serve, and lead your clients/customers! Clients are what make your business matter; without clients you simply have a great idea, a vision, passion, and dream… Clients make it count! Since clients are of utmost importance, let’s define what they are and who they are. I define clients as people or organizations you do ONGOING business with. As a leader, you or your organization will be involved in fulfilling your clients' dreams; therefore, it makes sense to know what type of client you’re working with and what they need most out of the experience. I’ve found there are 5 Types of Clients, so who are they and what do they need most from you?

The Ghost

The Ghost is the client that disappears after the contract is signed. Let’s back up… you or your organization have courted the client and earned the opportunity to be of value and impact and afterward, the client becomes a ghost and you don’t hear from them or see them unless you reach out. This can happen for several reasons: perhaps they trust you and don’t want to be involved in the process or they’ve gotten busy with other things such as personal issues, a promotion, the list can go on!

The positive is you have free reign to do what you want and be of impact without interruption, interference, and no micro-managing! For some, this feeling of autonomy is great; allowing you to lead your way.

The negative is, contracts don’t last forever and there will be a time to reconvene and decide if you and your organization will continue as is, add more services, different services, or part ways. Best case scenario… you nailed it with everything you’ve provided, met all expectations, and solved problems they didn’t even know existed. This could happen, but most likely… when the contract is up, the Ghost will simply fade away and continue to ghost your attempts to resign their business; leaving you dazed and confused. You may decide to email The Ghost asking what the issue was and what you could have done differently. In my experience, this is to no avail as they rarely get back to you with an answer… and as a leader, this is your fault! Allowing a client to ghost you and your company; only to reach out during contract time to ask for more business, is not leadership!

In cases of the Ghost, it’s important to keep in regular contact. Both you and the Ghost can decide what “regular” means… once per month, per quarter, etc. Ask what they’d like to get out of the experience, what’s their definition of a win, mesh it with your people’s and/or product’s ability, and recap the successes and struggles in person or remotely; following up with an email to keep in black and white for your records and theirs.

The Looper

There will be clients that’ll frequently call, email, and text you throughout your service. Some leaders enjoy working that intimately with clients; as it ensures success in the end. However, many leaders feel micro-managed, irritated, and fed-up with what I call the Looper. This client desires to be kept in the loop. Perhaps it’s their first big thing and it’s their baby, maybe they have trust issues, they're a perfectionist, the list of possibilities can go on!

The positive is they’re invested and motivated! They care about their work and trust you to help and take it to the next level. The negative is, it’s hard to get work done and complete other projects when the phone, texts, and emails keep coming in! So, what to do?

It’s crucial to keep Loopers in the loop! Once you accept the Looper as a client or notice they are a Looper, share with them how you work, set a designated type and time of contact, honor it, and keep them in the loop. This will ease your mind as you will have more time to work, a designated time to discuss the project, listen to feedback, and enjoy the relationship.

The Looper will experience more peace as they have a time set to discuss their “baby”, ask questions, and provide any necessary feedback. A win-win for both sides… remember, as a leader, you can become a Ghost too and that can be pretty frustrating for some of your clients!

The Library

There are people out there that know as much as you, if not more, about your product or service… and they can become your client! The Library Client has knowledge in your field, spent time in your field, and speaks the same product language. Some have been successful, are successful; while others have the knowledge but are in transition and haven’t put their knowledge into real-world practice. As a leader, you may feel excited to work with The Library, or intimidated, or irritated.

The positive is they are inspired and motivated, speak they your same language, and may have experiences that will allow for a deeper connection and usefulness moving forward!

The negative can be The Library refuting your ideas, using their knowledge to elevate their ego, ignoring their lack of real-world application of their knowledge, and the list can go on. So, what to do?

As a leader, you must be clear regarding what they’d like to get out of working with you, how you can best partner, and set boundaries when necessary if you feel obligated to protect your business, your mental state, and your people from being bullied. It may sound like, “When we first began working together, you mentioned you wanted to get _____________ out of working with me/us. However, when I/we do ________________ it seems as if we’re not on the same page. Can you help me to understand what’s going on with that?”. Feel free to make the statement/question more of your own.

The Pole Vaulter

It’s human nature to test, some clients will test your service boundaries by sticking their toe across your line… while others will pole vault over your line! The Pole Vaulter is the client who continually asks for more service with no intent to compensate further, asks for more assistance in other project areas, and may reach out off-hours with the expectation you will respond and react ASAP and no matter what.

Some Pole Vaulters don’t know they’re pole vaulting and have deemed your professional relationship a friendship… and EXTRA is what friends do for one another. Some Pole Vaulters know exactly what they’re doing and are vampires willing to suck you dry!

The positive is The Pole Vaulter wants more and sees the benefit of your talent and service! The negative is… giving is great; being taken advantage of isn’t. So, what to do?

The first thing to do is to stay calm. Remember, people have only done what you’ve allowed! If they’ve been pole vaulting over your line, it’s because you let them. So, don’t be mad at them. I actually prefer and enjoy Pole Vaulters; as they want more… and as long as you have more to give… that’s awesome!

Years ago, I had the pleasure of presenting my Leadership Training for a company and I love getting to places early. I’d go in to say hello to the leaders and wind up sitting in their office for 30 minutes chatting, talking to leadership, and answering their questions regarding issues within the organization. After I presented my training, I’d go back to their office to say goodbye and wind up staying another hour; giving away more and more information. In no way do I believe there was malice or intentional Pole-Vaulting going on; however it was happening nonetheless.

I had two choices, go in on time and leave on time; potentially decreasing and damaging the connection I built with the wonderful leaders of the company. Or, continue to arrive early as I enjoyed, engage in the conversation I enjoyed, listen to their questions (their pain-points), and answer just enough so they knew I had a solution, and follow it up with “I’d be happy to put something together for you as a training to address the issue and send over a proposal if you’re interested”. I went with the latter… and more than doubled my contract with this company! The Pole-Vaulter is a GREAT client to have… Be Mindful!

You can also choose to be more direct, “I’d love to do more. I’ve done ___________ as extra and enjoyed it! I have an idea how we can do more and a price I think makes sense”. Share your idea and provide a price range; being mindful not to lock yourself into a specific number. Your lowest number in the price range should be the number you really want. If price continues to be an issue; perhaps they can offer something in addition to money to create a win-win. In either choice, you’ve stated what you’ve done, the extra you’ve done, you’re happy to do it, and open to discuss how to give more in a way that protects you, your relationship, and takes the pole out of their hand!

The Ideal Client

When I was a Mental Health Therapist, the term for the ideal client in Y.A.V.I.S. (young, attractive, verbal, intelligent, and social). This is a client that’s pleasant and easy to talk with and work with. The young or attractive part was never important to me, but I understand the point! As a leader, your ideal client will be one that’s easy for you to work with… they have just the right amount of willingness, involvement, they speak your language, trust you, the phone conversations and emails are just the right length, they listen and apply your product and service, they refer you to others, you refer them, it’s perfect!

The positive is simple… you’re a perfect fit! The negative to be aware of is, you could be lulled into providing lack-luster service due to taking their idealness for granted. Here’s a question… Are you impacting them with the same energy, ideas, and service you did in the beginning or with the same vigor of trying to sign a new deal?

When you achieve your dream, my first rule of success is to take care of who and what’s been taking care of you. Be sure to take care of your Ideal Clients; allowing them to stay your ideal client and YOU their ideal service!

Now that you know the 5 Types of clients, which type are you as a client? Be mindful of your positives, negatives, and what you need most! Which one resonates least with you? This is the client you may struggle with the most and need to be prepared for as a leader! Be sure to take care of your clients… and they will take care of you!

“Remember, people have only done what you continue to allow. If they’ve been pole-vaulting over your line, it’s because you let them. So, don’t be mad at them!”                                        – Andre Young

Looking to enhance Leadership & Work/Life Harmony for your people and organization? Click www.youevolvingnow.com to start customizing a high-energy, interactive, and culture-impacting Training or Speaking Engagement with Andre Young!!!