R is for Relationships There is no single thing, in any business of any size, that is more important than relationships. We do not exist outside the context of other people. As business people we have a product or service which we provide to someone. That someone, or those people will drive the rest of our processes. They will define our product, our language, our pacing and sales approach. They will teach us how to work with and for them effectively. They will come and go for reasons we can and cannot control. I would much rather work with one client a hundred times, than a hundred clients once. New relationships come with a steep learning curve. Words are not as simple as they may seem. One person's tacky or cheap is another's cool and funky. Some clients are very able to articulate their needs, but his is actually pretty rare. It's my job to listen between the words, to hear tone of voice or watch facial expressions. I need to teach my clients to speak the language of my industry and I need to learn their needs and priorities - the nature of what they do. Better empathy and communication empowers us both and provides a more direct route to mutual success. Helping clients reach their aims develops trust. Trust is vital. We get a little of it easily when someone recommends us. "If some else trusts this person, then why shouldn't I?" I find it very difficult to do my best work if I feel I'm having to prove myself to someone. It's an insidious distraction. Long-term clients know exactly what they can expect from me. They know the processes. They know my turnaround times. They know my basic pricing structure and the quality they can expect. On the same note, I know they won't fake deadlines or push me for a price which undermines the value of the work they are asking me to do. This leaves our energy free to deal with getting the actual work done, and doing it right - the first time. It's worth a lot to keep a client. It's also an incredible treat to hear from someone with whom you enjoy working. Even good client relationships sometimes come with hurdles - of schedule or revisions or those dreaded committee decisions. These are just part of the business mix and the good aspects ususally outweigh any difficult ones - or should. But, trust can damaged if a business person doesn't come through by missing a deadline or blindsiding a client with an unpredicted change in price or product. It's damaged just as severely if a client doesn't pay a bill or is not honest. I've always known when a relationship is bad, but I've been sucked in anyway, thinking that if I only tried harder things might work out. Some clients are just not worth the agony. Toxic relationships and irreconcilable differences. The option of terminating a client is one of bennies of being self-employed. This had better, however, be a truly rare occurrence. Chronic client trouble says more about you than your clients and means it's time for some honest introspection. If the relationship is only about what you can sell or get in the short run, it won't last. It won't foster potential future relationships. It probably won't give you much personal satisfaction either. Even huge corporations have to listen to the needs of their customers and respond accordingly. In a good relationship the parties work toward what's best for that relationship...all for one and one for all.