So I lost a client today. I normally don't beat myself up over that, but this one kinda bothered me a bit. The client called me to complain about a perfectly NORMAL incident with one of his crabs. The crab was spawning. For some reason, the client was upset about this and didn't want "Crab sex" in his aquarium. (It's in a doctors office) I explained to him that while I understood, it wasn't like I could control each and every invertebrate inside his aquarium, and I certainly do not check to see if they are carrying eggs. Client says "Why not? You don't pay enough attention to us. You're getting too big for your britches" This really angered me and I proceeded to tell him exactly where his aquarium would snugly fit.
But now, I'm starting to question myself. I have A LOT of clients. Each client meets me individually, has my personal cell number, and can reach me 24/7. BUT I DO NOT maintain each aquarium. I check on each system once a month and track the results of the water tests each week, but my employees generally handle the aquarium maintenance. I often don't see some of my clients for two or three months at a time because when I check on their aquarium I don't arrange it with them, I just stop in, check things out and go on to the next.
Now, here's the question, am I getting too big? Am I not giving my clients the one on one attention they each deserve? I have 3 employees, I speak to each of them at the end of their shifts and ask about any issues they thought might be important, but there's just no way I can visit each aquarium myself every single week. I give clients the option of having me come out instead of my employees, but I charge 50.00 more a month. I maintain aquariums myself for free to certain needy clients, we do have clients who's doctor recommend aquariums to calm them, Alzheimer's patients, patients with brain damage, etc. I don't charge those people, and I like to keep myself free to do those aquariums myself. I enjoy sitting and visiting with them, explaining anything they have questions about, and just in general visiting. I keep my phone on me 24 hours a day, 7 days a week, and I am ALWAYS available for ANY client to call and voice their concerns, but is that enough?
I know this is a long ramble, so try to make as much sense of it as you can.
But now, I'm starting to question myself. I have A LOT of clients. Each client meets me individually, has my personal cell number, and can reach me 24/7. BUT I DO NOT maintain each aquarium. I check on each system once a month and track the results of the water tests each week, but my employees generally handle the aquarium maintenance. I often don't see some of my clients for two or three months at a time because when I check on their aquarium I don't arrange it with them, I just stop in, check things out and go on to the next.
Now, here's the question, am I getting too big? Am I not giving my clients the one on one attention they each deserve? I have 3 employees, I speak to each of them at the end of their shifts and ask about any issues they thought might be important, but there's just no way I can visit each aquarium myself every single week. I give clients the option of having me come out instead of my employees, but I charge 50.00 more a month. I maintain aquariums myself for free to certain needy clients, we do have clients who's doctor recommend aquariums to calm them, Alzheimer's patients, patients with brain damage, etc. I don't charge those people, and I like to keep myself free to do those aquariums myself. I enjoy sitting and visiting with them, explaining anything they have questions about, and just in general visiting. I keep my phone on me 24 hours a day, 7 days a week, and I am ALWAYS available for ANY client to call and voice their concerns, but is that enough?
I know this is a long ramble, so try to make as much sense of it as you can.
