👥 Find your replacement

My next point may sound crazy, but bear with me. When I stop working with a client, I often offer to find my own replacement. Free of charge.

The customer paid me to solve a problem, if they cancel it is likely because they believe I failed to solve the problem for them. That means their problem still exists.

The ex-customer's main frustration is usually that they hoped I would solve the problem, but now they have to put a lot of time and effort into finding somebody else to solve the problem.

They then hope that the new person can do it right - which feels risky as the last person (me, in this example) didn’t get it right. The whole process is both frustrating and time consuming. That frustration is often taken out on you.

By finding your own replacement, you get 4 major benefits:

1. You make the customer happy. You make their life easier, you solve a problem for them, and it feels like you did really care about them all along as you are going above the norm to help them now

   
   

2. You can squeeze some value out of the client, often via a ‘kickback’ or referral fee for sending them to somebody else. The business you refer them to will often pay you for the referral. Not obligatory, you should prioritise getting the right fit for the client and provider over any potential kickback as the referral fee will be minor in comparison to the value you get from facilitating the right fit. A referral fee is just a nice bonus.

   
   

3. You can see what the new business offers or does to make the client happy that you didn’t, which allows you to improve your business.

   
   

4. You build partnerships with another business. The other business will love you for sending them clients. They will likely send you clients in return in future. Win-win.

   
   

There is one caveat to this - be honest about what it was like working with the client when you do refer them so the new business is prepared and agreed. Don’t try to trick the client or the new company, that undermines everything and doesn't help anybody. Besides, different people like working with different people and the new business might like that client. There is a solution and a provider out there for everybody, make sure it is a good fit.

I have done this regularly with my businesses over the years and it works wonders. It takes time to find appropriate people to refer to at first, but soon enough it is quick and easy as you have the contacts in place. Not only do I build a stronger network, but I also build goodwill and referrals as that previously frustrated client is now delighted. It is a win-win for everybody.

ACTION: Consider who you can refer to (10 minutes)

It is good practice to keep a list of complimentary businesses and professionals who you can refer people to. This is great for building your network, as well as increasing the value you provide.

Consider clients who have left you in the past, who could you have referred them to? Write that list. If it is within a reasonable amount of time (often up to 2 years), you can likely still make that referral.

💡 Quote I'm pondering

"A clever person solves a problem. A wise person avoids it” - Proverb

As great as you might be at solving problems, you want to be the wise person.

I shared this in my Work Smart Wednesday newsletter. Want the full set of related insights? You can read them here: https://worksmartwednesday.substack.com/p/work-smart-wednesday-march-20-2024

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