Every provider has a few problematic clients who require more attention and resources than others. They’re demanding. They’re never satisfied. They stress you out. And they hurt your company. Though it may be your gut reaction to justify working with these clients (e.g. “They’re not so bad.” or “They pay more than other clients.”), it may be time to consider letting these clients go. Dropping clients who detract from your company is a necessary part of growth, and it allows you to focus your energy and resources on clients who fit your vision and love your services, as well as giving your client the chance to find a provider they may be happier with. Here are five reasons to let go of one of your home care clients:
1. Very Demanding and Never Satisfied
Though you’ve both signed a contract and the service expectations are clear, certain clients always demand a little more. Whether it’s services beyond what they told you, or an unceasing demand for attention from their caregiver, these clients are never satisfied. Add to this that they frequently complain despite your best efforts to meet their needs, and the client could actually end up costing your business more money than they pay.
2. Want Everything for Nothing
Clients who want to talk down every cost and are always looking for a deal on your services are downplaying your worth. Though it’s understandable for your clients to be concerned with finances, they also need to understand the value of the services you provide them. Expecting maximum services for minimum prices isn’t fair to anyone and inevitably leads to diminished quality in care.
3. Rude, Disrespectful, or Abusive
This may go without saying, but your caregivers should not have to go into the home of a client who is verbally, physically, or emotionally abusive. There should be a no tolerance policy for that type of behavior, and firmly setting and upholding this policy will help your caregivers trust you and feel safe working with clients.
4. Not the Right Fit
Some clients simply aren’t the right fit for your company. You may not have a problem with the person, but your agency simply isn’t equipped to meet their needs. Perhaps they need child care or very specific medical care that your agency isn’t able to accommodate. In these cases, let them know what services you specialize in and offer suggestions for other companies who may be able to meet their needs. It’s okay to do what you’re best at and to do it well rather than trying to accommodate every need and situation with a substandard level of care.
5. Always Late on Payments
When clients aren’t paying their bills on time, they are literally costing you money and time. If this happens on a regular basis with a client, then caring for them isn’t sustainable. Due to the nature of home care, it’s easy to guilt yourself into continuing to provide services, but the fact is that, if you go out of business, you won’t be able to help anyone. You will ultimately feel much better if you treat your agency like any other business in which lack of payment results in halted services.
Your company only has the resources to provide for a certain number of clients. Holding on to the problematic ones takes your attention away from potential and current clients who love and value what you do. Take the time to carefully evaluate your clientele and determine if it’s time to cut ties and to recommend them to another provider. Doing this will help you be a better and more focused provider for the rest of your clients.