In this episode of Futurecrafting™, Patrick Kizny tackles the often-overlooked issue of over-servicing clients in the creative industry. While striving for excellence is a hallmark of creatives, Patrick explores why this drive can sometimes harm your business rather than help it.
Key Takeaways:
The Pursuit of Excellence vs. Client Service: Creatives have a unique drive for excellence, but great craft doesn't always translate to great client service. Handling clients and processes with business savvy is crucial for delivering excellent service and maintaining a healthy bottom line.
Over-Servicing and Confidence: Patrick shares insights from a client discussion, revealing that over-servicing often stems from a lack of confidence. Many creatives believe that providing massive value 100% of the time will prevent rejection, which can lead to overextending resources and hurting profitability.
Fear of Rejection and Imposter Syndrome: The fear of rejection and related imposter syndrome can drive creatives to overdeliver, leading to business challenges. Patrick emphasizes the importance of embracing rejection to gain freedom and power in client relationships.
Redefining Confidence: True confidence should be rooted in clarity about what you offer, defining engagement boundaries, and understanding desired outcomes. This clarity helps avoid over-servicing and ensures sustainable business practices.
Profitability at Any Budget: Creative firms should aim to be profitable regardless of the budget. Patrick discusses the need to develop systems and methods to control engagements, prevent scope creep, and ensure client satisfaction without overextending resources.
Patrick underscores the importance of seeking external support to refine service offerings and processes. Over-servicing may seem like a path to client satisfaction, but it can ultimately harm your business. By embracing rejection, redefining confidence, and ensuring profitability, creative firms can thrive.
Stay prolific, and till the next one!
