This document provides principles and practices for improving client relationships in order to keep and grow a business. It discusses qualifying clients to ensure a good fit, empathizing with clients' perspectives, setting clear boundaries, actively listening and responding to clients, maintaining open communication, and focusing on mutually beneficial outcomes that lead to profitability. The principles emphasize taking responsibility for any issues, being honest and transparent in all interactions, and communicating proactively. Following these practices is presented as a way to transform even difficult clients into positive relationships.

1. Your Client is not
your Enemy
Principles and Practices to keep and build
your business through better client relationships
Dee Teal
Project Manager & Team Lead for uman
Web Princess

2. WE’ve All Got
Horror
Stories

3. Qualify
Empathise
Set Boundaries
Listen and Respond
Communicate
Profit
@thewebprincess

4. Qualify

5. Mike Montiero
If you’re constantly dealing with ‘bad’ clients, you’re
picking the wrong ones.
@thewebprincess

9. https://thewebprincess.com/wcwelly/

10. – Michael Aleo
“Almost every bad client story I have is my own fault.
They were a learning process that has defined
how my team now executes projects.”
@thewebprincess

11. Empathise

12. Set Boundaries

13. Decide on what the limits are
Articulate those limits very clearly
Ensure the customer understands those limits and assents to them
Stick to them
@thewebprincess

14. Listen and Respond

15. Communicate

16. Own your mistakes
Don’t make excuses
Take initiative
Be honest
Communicate often
Did I mention be honest?
@thewebprincess

17. Profit

18. humanmade.com/hiring

19. Thank You! @thewebprincess