That didn’t really go as I expected at all. Here’s what I thought would happen:
- Most people would question the business decision to get rid of clients. I know we went back and forth on it a lot, and clients have always been a source of revenue for me long before Pure Adapt, so there is a risk involved of cutting yourself off completely from that revenue.
- Clients would get back to me ASAP and my phone/email would be blowing up with questions.
- I’d have a real difficult time with a few bigger clients, especially ones that have 50% finished projects.
- The response has been overwhelmingly positive, as evidenced by the comments on yesterday’s post.
- I’ve only heard back from about 5 of the 25 people I emailed. I did not email former clients that will not be impacted by the move.
- I did hear back from the ones that really “worried” me, and they were very supportive and not at all mad at us. In each case we worked something out that was fair for both parties.
Overall there’s a huge sense of relief. I really am shocked that my inbox wasn’t flooded this morning, but that makes me happy. George pointed out that some clients might not even email us back, and just might wait until the new hosting provider contacts them (we’re transitioning the hosting accounts to the YE who is our server manager, which is a win-win). Again, totally fine by me.
I’ve really been thinking a lot in the past day about how much time and stress this will save. I’ve had clients ever since I started doing web work, and they’ve always been able to sidetrack my day with a bombardment of emails or phone calls. Without the potential for that every day, I think I can get a whole lot more done and be a whole lot less stressed. Customer service emails are different because the stakes are much lower: the inquiry is usually far less urgent and far less important. You can save up your customer service emails and batch process them twice a day for 30 minutes each time. If you’re a good project manager, you can’t be that unresponsive to clients.
The one thing I don’t feel a day later: regret. That’s how you know when you make a good decision.