Teaching mental health providers how to navigate the managed care industry and increase cash flow


Knowing When to Fire a Client

Posted by on Jul 8, 2013 in Client, Coaching, Fire, No | 0 comments

A business thrives on attracting and maintaining clients. But every once in awhile, you come across a bad client. You know the one. Never satisfied. Never listens. Pays late or not at all. Don’t get me wrong. As much as possible keep the customer happy. But there are times when you and the client are not a good fit. That’s ok. If you have a quality product or service, then there will be other clients who will appreciate your work. So don’t get into a tug of war with a client who is not right for you. Let them go. But also give a referral to someone who may better suit their needs. That’s just good customer service. In the meantime, here are a 3 signs that will let you know it may be time to fire a client.

1. They are overly rude or critical: Even though they are coming to you for a product or service, you are still a human being, not a doormat. However, never be rude in return. You are a professional. Be very polite and say, “I’m sorry, but I don’t think I can continue to assist you. I wish you well.”

2. They show a lack of commitment: Lack of commitment can include being habitually late or showing up unprepared to conduct business. This is especially true if you work in the services industry. Time is money. Your time is valuable. Don’t waste it on someone who is not putting in the same effort you are.

3. They pay late or not at all: You’re in the business of making money. If your client isn’t paying you, why are they your client? You have bills, too. If a check bounces, never take another one from that client unless it’s a cashier’s check.

Remember: you are not for every client and not every client is for you. Don’t be ashamed to walk away. But walk away the right way. Always remain professional, and if possible, refer to another provider. Until next time!

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The Power of No

Posted by on Apr 11, 2013 in How to Say No, No, Power | 0 comments

No. A very short and simple word that holds a lot of power. Yet many do not know how to use it effectively.

For example, I’ve seen parents give in to the requests of their children, and then wonder how their kids became spoiled with an over developed sense of entitlement. I’ve seen employees go to jail because they refused to say no to their boss when asked to engage in illegal activities. I’m sure you have seen examples in your own life of when you knew you should have said no to someone and it didn’t turn out well for you.

But using the word No effectively is an important skill to have wherever you are in life. It may cause discomfort in the short term. It will pass. Remember when your parents would tell you No and you sulked or threw a tantrum? Did you get over it? Your kids will, too. As a side note: If saying yes means you will put your integrity at risk, then definitely say no. If you lose your integrity, there isn’t much else to lose.

Keep in mind that saying no is simple, but not always easy. Especially for someone who is not used to using it.

Now when you say No, be assertive with it. Use a firm, but polite voice.
Ex: No, I won’t do that.
If you have to give a reason, keep it short and sweet.
Use body language. Look the person in the eye when saying no. Shake your head. Stand up straight. Walk away.
Use a deferral: I’ll get back to you on that.
If you’re feeling pressured to give an answer, remain silent and think. Only you can control your own actions. Then say no and walk away.

Practice saying No. Say no to at least 1 person for 7 days. It doesn’t have to be a high pressure situation. You can say no to the fast food worker when they offer you fries. Feel your confidence grow and lose the guilt. There is nothing wrong with standing up for you.

Image courtesy of pakorn at FreeDigitalPhotos.net

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