As the holiday season approaches, it’s tempting to let the chaos of the year-end wrap-up take over. But now’s the perfect time to reflect on how we can ensure our clients stay firmly on the “nice” list—because no one wants a “naughty” client to start the new year.
And whether a client stays on the nice list or slips onto the naughty list often comes down to how we manage the relationship.
So read on to unwrap a few tips to keep things merry and bright!
Keeping Clients On The Nice List
What Makes a “Nice” Client?
Nice clients are like the ultimate holiday treat:
They’re goal-oriented and solutions-focused.
They communicate clearly and trust the process.
They keep commitments and collaborate like true partners.
But Even Good Clients Can Go Naughty…
Sometimes, clients veer off the nice list, demanding unrealistic timelines, pushing for extra features on a tight budget, or going silent when approvals are needed. These behaviors don’t happen out of nowhere, though. Often, it’s up to us to guide them back to good habits.
Five Steps to Keep Clients on the Nice List
Set the Stage Early & Often
Kick off the holidays with clear expectations for clients, like Santa laying out his list. Address questions, timelines, and responsibilities upfront so there’s no confusion when the pressure’s on before or during the holiday. And no confusion about when you're closed for a long winter's nap.
Keep the Emergency Lines Open
Nobody likes getting ghosted if something has gone wrong, especially during the holidays. Make sure clients know what constitutes an emergency, the way to send up a flare over the break, and that your team knows who's responsible for answering any distress calls.
Stay Curious, Not Critical
When a client makes a tough request, don’t jump to “no.” Instead, ask “why.” Understanding their needs can uncover creative solutions that work for everyone.
Resolve Issues Before They Snowball
The holidays are busy, but ignoring small problems only leads to larger ones. Addressing concerns early keeps projects on track and spirits high.
Give the Gift of a Clean Slate
Every client deserves a fresh start. Leave old frustrations in the past and focus on building trust for the future.
The best gift you can give your team and your clients is a couple of weeks off with no interruptions. But always have a plan, just in case the Grinch comes to town.
When clients know you've got things wrapped up, it's easier for them to trust your expertise and leadership. By fostering collaboration and clear communication all year long, you’ll ensure your clients and your team end the year feeling relaxed and ready for what's next.
Wishing you peace, joy, and happy clients!