difficult client

[cartmancakes]

I have a client that is constantly asking us questions. These questions are hurting efficiency, and taking time away from working her and other accounts. Most of the time, the questions are mundane ones that lead no where but giving her information that she doesn't need to know. How can I ask her to stop asking questions without offending her and losing her business?

[GuyBBY]

Tell her that you approximate your rates and prices with a buffer built in that includes inevitable questions, phone/email time, etc. Given her recent accrual of time in her actions that you mentioned, you feel as the owner/partner that she is approaching the point of inefficiency. Do not say it is affecting your whole business, but rather she is taking time away from her own project that you are working on for her.

If that doesn't work, weigh out the value of your time vs the value she is bringing in for you. If it is costing you more (time + money) that you are bringing in from her account, contact some similar services (maybe a good friend who has their own business that does the same thing, or other industry connections) and let them know you have this client and ask if they will take the account. Tell her you have inquired with a trusted resource who will be able to help her at the level by which she needs it, and you will make it an as seamless as possible transition.

Guy

[LSnyder]

We just went through the same situation. We had a client constantly calling and emailing me and asking me the same questions over and over again in varied forms. I started out answering him as efficiently as possible, however it then became almost a game for him. He was a client paying for a monthly service we offer. He wanted me to email him screen shots with the bogus information he was sending to me and actually went so far as to tell my boss that he needed to hire more people since I could not possibly tend to all this work on my own. What he was in fact looking for was someone to cater to his every need and whim.
My employer sent him an email stating how much his business was appreciated, but that he felt at this point we had answered all of his questions above and beyond our abilities. He stated that I would only be responding to either one email or one phone call per day and any technical questions from this point on would necessitate retaining his services.
He is still our client and have not heard from him in 2 weeks now.

Good Luck!