Introduction
Today we’re tackling a dilemma that many professionals face in client relationships, being honest with your clients.
But what do we mean by honesty?
It’s not just about telling the truth, that's table stakes! it's about offering advice that might not always align with what the client wants to hear.
This fear of being straightforward and acting in the client's best interest is something that many of us experience.
It's a common challenge for the modern digital and tech services company. The question is:
How do we overcome the fear of client reactions, and do we allow that fear to compromise the advice we give?
In this post, I’ll share a few examples from my own experience and touch on the best practices for navigating this situation.
The Fear of Giving Honest Advice
Let’s first address a common situation that many of us face: a client hires you to provide professional advice, but midway through the process, they start to question your recommendations.
Whether it’s about product, development, design, strategy, or direction, they start suggesting changes based on personal opinion, often from an unqualified perspective.
For instance, take a digital agency who encounters clients who, while trusting the agency to execute a certain strategy, begin to tweak or override their recommendations.
Example 1: The SEO Dilemma
SEO is certainly not what it was, the negative shift in its return is unquestionable based on no click results on AI etc, I hear from my agency friends often that clients who want a specific aesthetic for their website, which was completely fine.
After working together to devise a strategy and design, they reached the point where they requested certain fundamental SEO elements to be removed. For instance, they asked to remove an H1 title that was crucial for the page’s search engine optimization.
The agency explained that removing this element would hurt the page’s performance, but the client was adamant about the design preference.
At that point, it became clear: the agency had to stand firm in their professional expertise. The truth is, without the proper SEO structure, the page wouldn’t perform as expected.
Example 2: The Credit Check Dilemma
Another example comes from an automotive saas client of mine. They were hesitant to ask their potential customers for credit scores upfront, fearing that it might turn people away.
However, it’s essential to know a customer’s creditworthiness early on to save time and resources. If the customer is not a good fit for their financing options, the sales and negotiation effort is wasted.
It’s easy to fear upsetting clients by asking for sensitive information, but the truth is, this honest conversation can actually save everyone time and frustration in the long run.
By not addressing these things upfront, you’re leaving both yourself and the client in the dark.
The Real Debate: Should You Be Upfront With Clients?
The underlying question in these examples is whether you should be upfront with your clients, even when you fear it might upset them. It’s natural to worry that you might lose their business, but the reality is, if you don’t speak up, you risk more significant issues later.
If a client hires you for your expertise, they should trust you to make the best decisions. Clients want results, and if you believe that your recommendations will deliver better results, you need to stand firm, respectfully, and professionally.
Buying a Dog and Barking Yourself
This adage encapsulates the dilemma perfectly. Clients are hiring you for your knowledge and expertise. Let’s be honest, you wouldn’t hire a dog to do its own barking, right?
Likewise, clients shouldn’t attempt to dictate strategies when they’re paying for your expertise. The goal is to establish a partnership where the client feels supported and understands that you are the expert in the field.
When To Fire a Client
Sometimes, despite your best efforts, a client might not respect your professional advice. If they insist on going against your recommendations, even after explaining the reasoning behind them, it might be time to reconsider the partnership.
The goal is to deliver quality work and results, but if a client continues to undermine your expertise, it becomes a losing battle. It’s important to know when to walk away, sometimes firing a client is the best thing for both parties.
Remember, if you keep pushing forward with a client who doesn’t trust your advice, you're setting yourself up for failure. Not only will they blame you for poor results, but it can also affect your reputation in the industry.
The Right and Wrong Way to Approach Honesty
Honesty in business doesn’t just build trust; it solidifies your position as a trusted advisor. The right way to do this is with confidence, respect, and professionalism.
You should always act in the best interests of your client, but don’t be afraid to challenge them when necessary. Your honesty will help you build a stronger relationship and ultimately help your client achieve better results.
In my opinion, if you’re providing the best advice and your reasoning is sound, your client will respect your opinion, even if it’s not what they wanted to hear. You’re hired for your expertise, and your integrity will help you stand out.
Conclusion
The fear of upsetting clients is common, but it shouldn’t hold you back from offering the best advice you can.
Being honest with your clients doesn’t just protect your professional reputation, it helps them make informed decisions that lead to better outcomes. Always aim to act in their best interest, even when it’s not the easiest path.
Always here to help you start, grow, and thrive. Let me know how I can support your next big move.
