Difficult clients

[Brian Turner]

I have a client via Britecorp who is proving a pain at the moment - we're signed up on a 6 month contract for SEO services, and in 3 months I've taken them from having almost no presence on Google, to Top 5 rankings for an extensive 70+ competitive keyword list.

You'd think the client would be happy...

Excepting that the director has decided to assign a new business mananger for me to deal with, who now refuses to pay this month's invoice - unless I hand over a load of utterly confidential information to them which involves my other clients and network partners - to another SEO company they've decided to bring on board for consultancy.

It's an impossible situation I cannot comply with, and I'm not sure yet whether to hold them to the original contract, or else simply drop them and offer to charge more if they wish to come back.

Trouble is, they are one of my larger (and newest) clients.

Not really asking for advice - just having a rant.

[monaghan]

Unless there's anything in the contract that says you'll share your "secrets", then I'd suggest a solicitor's letter might be just what you need now.

Sounds like they've found a cheaper SEO and want out.

Or pull all the links on your networks until they pay

[Eagle]

Rise above it and dump them.

[yorganic]

Been there a couple of times also. Don't worry about the size just if you really feel you have to dump them. The bigger the client the bigger the problem when they want to be difficult.

Maybe send a letter to the director advising that you have been placed in an untenable position and that you are no longer able to work with them unless they stick to the original contract. But, that you want paying for what you have done.

It's amazing in this business how many client's eventually come back when they've been burned elsewhere.

[Brian Turner]

The invoice is actually issued in advance - so this months payment is for link dev work over May.

But what's really frustrating is that I wanted to apply a few new strategies, especially paid blog posting, to help push some of their major keywords from Top 5 to No.1.

However, I can't really do anything unless they're paying their bills...

I'd rather not lose a client, and I'd rather avoid legal entanglements.

I thought I was delivering a pretty cheap service - doubt they'd get the same service without twice the cost elsewhere (we're talking major link work - 10's thousands via multiple off-site strategies). But if the client proves a problem, it may be worth offering the service elsewhere, or else making clear I'll up the price if they want to suspend the campaign and restart.

[PeteYoung]

Weve had some major problems with one of our finance clients, and I do know where your coming fromm this. We unfortunately have had to take a back seat in similar circumstances due to an exisiting relationship with the current developer.

However I feel during signoff discussions we have provided enough food for thought for the client, that they will be back in the future.

[Brian Turner]

I think that's a key pointer - even if things go screwy, I'm trying to show that I'm interested in being available for the client, while raising concerns without getting too strong.

Much prefer to run a customer orientated service, but if customers make it difficult for me to be useful to them...

[monaghan]

Might be worth a bluff giving them an option to bail out (with a month or so's cancellation fee) along with a reminder that SEO is ongoing and that they'll potentially loose the benefit of their investment to date. This way you'll get a definate yes/no from them and also a chance to remind them of all that you have achieved together.

If they start getting too demanding and withholding payment this early in the relationship, then your time may be better invested in another client who will work with you.

[Brian Turner]

I'm going to see if I can get this resolved within the next two days...

[monaghan]

Best of luck, never easy to deal with a difficult customer, especially if they are profitable and look like they're on the way out the door.