TCFBO #006: The Client Matrix

Read Time: 2 minutes

Are some of your clients a pain in the backside?

If so, the chances are there’s a mismatch between them and the service your business provides.

Here’s a simple way to work out which clients are the best match for you.

The Client Matrix has two axis.

The horizontal axis is your ability to serve your clients.

The vertical axis is the attraction of having that person as a client.

To start with, list out the names of your clients, giving each of them a unique reference (1,2,3,4,5 etc is fine…no need to overcomplicate it). If you have a lot of clients, you can use groupings if necessary.

Now look at each client in turn.

First ask yourself:

“How well are we able to serve the needs of this particular client?”

Be honest with yourself.

Maybe you took a client on because you needed to at the time and you agreed to do some work that you can do but you really don’t enjoy doing.

Maybe you know you could easily deliver far more for a client that currently only uses one of the services you offer and it happens to be a service you love providing.

Then ask yourself:

“How much do we love this person being a client of the business?”

Do they pay on time?

Do you enjoy working with them?

Do they appreciate what you do for them?

Do they refer other people to you?

Are their values aligned with yours?

Once you’ve thought about your ability to serve the client vs how attractive it is for the business to have them as a client, write their reference number where you think they sit in the matrix.

If there is a strong attraction to working with a client and your ability to serve them is high, you’ll plot them somewhere in the top right quadrant.

If you dislike working with a client and your ability to serve them is low, you’ll plot them somewhere in the bottom left quadrant.

If you’re attracted to working with a client but your ability to serve them is low, you’ll plot them in the top left quadrant.

And if you have a great ability to serve a client but you really would prefer not to have to work with them, you’ll plot them in the bottom right quadrant.

When you’ve plotted out all your clients you should have something that looks a bit like this.

Next you’re going to add two curved lines.

If there are clients below the red line then think about whether you need to let them go or help them find someone who would suit them better.

Your focus as a business needs to be on investing in the clients in that top right quadrant and looking at what you can do to help move clients who are currently inbetween the red and green lines into that top right quadrant and, if possible, above the green line.

Because having clients who are best matched to the services you provide means less pain and more enjoyment which typically results in a more profitable business.

Let us know how you get on and we’ll see you next week.

Paul & Philly

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