{"id":12786,"date":"2022-04-14T19:07:20","date_gmt":"2022-04-14T19:07:20","guid":{"rendered":"https:\/\/jboitnott.com\/?p=12786"},"modified":"2022-04-18T15:49:42","modified_gmt":"2022-04-18T15:49:42","slug":"what-to-do-if-a-client-ghosts-you","status":"publish","type":"post","link":"https:\/\/jboitnott.com\/zh\/what-to-do-if-a-client-ghosts-you\/","title":{"rendered":"Ghosting: What to Do When a Client Does it"},"content":{"rendered":"<p class=\"graf graf--p\">It\u2019s called ghosting, and it\u2019s not just for romantic or dating relationships anymore. Odds are that, if you stay in business for more than just a few months, it\u2019ll also happen to you. Just what every entrepreneur needs\u200a\u2014\u200aanother challenge, as if <a class=\"markup--anchor markup--p-anchor\" href=\"https:\/\/www.entrepreneur.com\/article\/304955\" target=\"_blank\" rel=\"follow noopener\" data-href=\"https:\/\/www.entrepreneur.com\/article\/304955\">funding<\/a> and marketing and <a class=\"markup--anchor markup--p-anchor\" href=\"https:\/\/www.entrepreneur.com\/article\/313347\" target=\"_blank\" rel=\"follow noopener\" data-href=\"https:\/\/www.entrepreneur.com\/article\/313347\">managing your team<\/a> weren\u2019t enough.<\/p>\n<p class=\"graf graf--p\">When a client ceases communicating with you and weirdly goes silent, it\u2019s such a frustrating feeling. After all, if your client wasn\u2019t interested in completing the work you\u2019re doing for them, why did they hire you in the first place?<\/p>\n<p class=\"graf graf--p\">When it happens to you, follow these five straightforward steps to resolve the situation and make sure you and your business are adequately protected.<\/p>\n<h2 class=\"graf graf--h3\">1. Don\u2019t\u00a0panic<\/h2>\n<p class=\"graf graf--p\">It\u2019s easy to panic when an important client fails to respond. That\u2019s especially true for accounts representing a large percentage of your company\u2019s revenue.<\/p>\n<p class=\"graf graf--p\">However, as noted above, a client ghosting a business isn\u2019t unusual, so try not to let anxiety or confusion dictate your response. Panic usually only leads to ineffective or <a class=\"markup--anchor markup--p-anchor\" href=\"https:\/\/www.entrepreneur.com\/article\/336347\" target=\"_blank\" rel=\"follow noopener\" data-href=\"https:\/\/www.entrepreneur.com\/article\/336347\">emotionally charged communications<\/a>, and right now, you need to maintain a calm, even, professional tone.<\/p>\n<p class=\"graf graf--p\">Before you reach out to your radio-silent client, though, remind yourself of a few things:<\/p>\n<ul class=\"postList\">\n<li class=\"graf graf--li\">You don\u2019t yet know what happened. Maybe your client just decided to flake out. But it\u2019s also true that unexpected events occur in every life, and some of those events cause massive upheavals.<\/li>\n<li class=\"graf graf--li\">The appropriate response depends on whether you want to maintain this working relationship or not. It\u2019s important to take a full assessment of the situation before you make that decision.<\/li>\n<li class=\"graf graf--li\">When you maintain a state of equanimity, you can calmly and objectively analyze the situation, which leads to a better decision.<\/li>\n<\/ul>\n<p class=\"graf graf--p\">So take a few deep breaths, <a class=\"markup--anchor markup--p-anchor\" href=\"https:\/\/www.entrepreneur.com\/article\/378331\" target=\"_blank\" rel=\"follow noopener\" data-href=\"https:\/\/www.entrepreneur.com\/article\/378331\">meditate<\/a>, work out or whatever else you need to do to keep panic at bay.<\/p>\n<h2 class=\"graf graf--h3\">2. Take a step back and assess the situation<\/h2>\n<p class=\"graf graf--p\">Where are you in the work cycle with this client? Your options look very different at the beginning of the project than they do at the end, after you\u2019ve done all the work and your client has ghosted you just after you sent the final invoice.<\/p>\n<p class=\"graf graf--p\">Based on your business interests and goals, consider how much time and effort has been put into the work you\u2019re doing for the client. Compare your company\u2019s input to the client\u2019s. How responsive have they been so far? Are they up to date on paying your fees?<\/p>\n<p class=\"graf graf--p\">Next, double check your contract and any written emails, texts or messages between your company and the client. See where you stand legally and whether there are any provisions in your agreement that cover the situation you\u2019re facing now. Those should be included in your overall assessment.<\/p>\n<p class=\"graf graf--p\">Now that you have a fuller sense of the big picture, balance the equities to figure out what your next step and your ultimate goal should be. Do you pursue payment for unpaid work to date? Do you cut your losses entirely, terminate the relationship formally and move on? Is some other strategy more likely to lead to meeting your goals? Decide what your ideal outcome is before moving on.<\/p>\n<h2 class=\"graf graf--h3\">3. Send a polite message (or two) asking what\u00a0happened<\/h2>\n<p class=\"graf graf--p\">Now you\u2019re ready to reach out and check in. Craft a gentle, non-accusatory message (email or text initially, depending on the nature of your relationship with the client) aimed at resolving the issue. Avoid sounding confrontational. To ensure you reach the right tone, read the follow-up email out loud to a trusted colleague or team member and ask for their first impressions.<\/p>\n<p class=\"graf graf--p\">Your first message should be aimed solely at finding out if the client is well, unexpectedly out of town, or facing some personal emergency. If you don\u2019t get a response within a week or so, and you don\u2019t have any other methods of contacting them, try one more time. This time, let them know you\u2019ll be closing the project and billing for any unpaid fees due you unless you hear otherwise.<\/p>\n<h2 class=\"graf graf--h3\">4. If you don\u2019t receive a response, move\u00a0on<\/h2>\n<p class=\"graf graf--p\">This is the hard part for many entrepreneurs. You have to actually follow through on the ultimatum you issued earlier. It\u2019s time for the break-up.<\/p>\n<p class=\"graf graf--p\">If you haven\u2019t heard from the client within the time specified, do what you said you would\u200a\u2014\u200aclose the file and bill for unpaid fees. If you like, you can include a conciliatory message along the lines of \u201cWe hope all is well, and if you\u2019d like to resume our work in the future, let us know.\u201d<\/p>\n<p class=\"graf graf--p\">Then turn your attention towards something new. What\u2019s next for your business? Engage in a little creative brainstorming, and make a new plan.<\/p>\n<h2 class=\"graf graf--h3\">5. Learn from the experience and use it to improve your business practices<\/h2>\n<p class=\"graf graf--p\">Embrace the lesson in this experience and let it inform your future work. What contractual clauses would have helped you resolve this issue sooner or more fully? Consider adding some language that gives your small business the right to consider a lack of response to be the client\u2019s consent and approval of your work, for example, or to convert a flat rate to an hourly one in the event the client fails to respond and you need to terminate the agreement.<\/p>\n<p><strong><em>Thanks for reading! Do you want to create thought leadership articles like the one above? If you struggle to translate your ideas into content that will help build credibility and influence others, sign up to get John\u2019s latest online course \u201c<a href=\"https:\/\/jboitnott.com\/zh\/writing-from-your-voice-course\/\">Writing From Your Voice<\/a>\u201d here.<\/em><\/strong><\/p>","protected":false},"excerpt":{"rendered":"<p>It\u2019s called ghosting, and it\u2019s not just for romantic or dating relationships anymore. Odds are that, if you stay in business for more than just a few months, it\u2019ll also happen to you. Just what every entrepreneur needs\u200a\u2014\u200aanother challenge, as if funding and marketing and managing your team weren\u2019t enough. When a client ceases communicating [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":12789,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[791],"tags":[1034,792,796,1033],"class_list":["post-12786","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-client-management","tag-absent-clients","tag-client-management","tag-clients","tag-ghosting"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Ghosting: What to Do When a Client Does it - John Boitnott<\/title>\n<meta name=\"description\" content=\"The unkind habit of &quot;ghosting&quot; has become a part of the business world. 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