013: The 4-Phases of Client Complacency

This week I wanted to discuss the four phases of client complacency. Yes, ouch. As painful as it sounds, we have to recognize that sometimes we do become complacent with our clients. A few weeks ago I talked about the opposite end of this, the stench of desperation. The stench of desperation is when you are acting desperate or needy for a client. Well, client complacency would be on the opposite end of that. You’ve now gotten the client, but are taking them for granted or simply not treating them well.

I believe in order to avoid complacency, we need to recognize when it is happening (or about to) so that we can move towards proactivity.  Even if client complacency isn't happening within your organization, recognizing it is equally important because it can serve as an opportunity to gain new clients from your competitors. For example, if there's a firm that isn’t providing value to client or taking them for granted, it’s a perfect opportunity for you to say, “Hey, I can help you with the same service and also be sure you are taken care of, being respected, and provide you with the value you deserve.”

In this episode, I’ll cover these topics:

The honeymoon phase of your client relationship and the role enthusiasm plays Comfortable phase and doing the bare minimum The complacent phase, aka “toxic” phase What happens if you get to the dreaded phase four

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