The Brighter Electrons
Funny how, for some customers, the electrons are always brighter on the other side of the router.
I too have had this happen. I had been working with a customer for a significant period of time. Seemingly suddenly, I found another tech in the mix. I say seemingly because for the longest time, this client was a real drain on resources. Always questioning the smallest things. Needing a bid for every break/fix item that came along. I should've seen it coming.
Even though I was furious for the lack of trust, I graciously bowed out for the time being.
Sure enough, a couple of months later, the client comes back when the service he was getting from Tech B was less than par. Aha, now is my chance to set things straight. Client learned what it means to trust what he was getting from me in the previous engagement. He learned so well that I was able to move from a break-fix model to a managed services model. Now he & his emploees get even better service with less headaches than he was getting. And I get paid more than I ever was getting paid. A true win-win.
For me, it is all about trust. My clients need to trust in what I do for them. The best ones never ask questions. The billing and payments go smoothly. And everyone continues to be happy.
A couple of things I have learned...
I have for sure learned to always exit gracefully. If you don't, you will never get the business back if you want it.
I have also been that 2nd consultant on more than one occasion. I have learned (sometimes painfully) to ask alot of questions before moving in. Why switch now? What's wrong with their current consultant? Etc.
After all, I too know that those shiny new electrons (customers) aren't always what they seem.
