How to approach client sending less work than usual

[Unico]

Hi there,

I run a B2B services company. I've had a longstanding client of 10 years - they've never been particularly communicative back and forth with me, e.g. no notice of holidays, etc. which is fine, it's how they are - they just use the services as and when they need to.

So it's making the process of enquiring with them about a recent lull in workload a bit anxiety-provoking for me. I am not sure how to approach them to ask.

Work has been very regular for the last ten years and over the last couple of months, I've seen less and less work coming in. Not sure if this is due to one of the staff members slowing down to retire (which I suspect is the reason). I'd like to just KNOW so I can make other plans if they are going to start sending me less work over on a more permanent basis - I might have to make other plans to get some part-time work until I can fill the void with a new client. So my question is how can I enquire with them sensitively without sounding too "nosy" or unprofessional?

Help!
Thanks,
Uc

 

[ADW]

You just get straight to the point in a friendly manner. Phone is always good or email if you prefer but just say you are checking how things are going as work seems to be slower than previous. Offer any help required to aid in helping things back up and I am sure you will get answers why it is quieter. Not something you should hide from if it directly affects your company and no longterm customer where you have a decent relationship (even if it is not communicative) should have a problem with you asking the straight forward question.

 

[Unico]

Fantastic! Thanks so much. It's just me on my own in my biz so sometimes some problems/decisions can seen tricky if you can't get a chance to talk them out with someone else - glad to have the advice of the forum!

Thanks again,
Uc

 

[tony84]

I used to be an account manager for a life insurance company. If one of our accounts started reducing their business levels by a noticeable amount, whether or not I knew them, my job was to pick up the phone, find out and why and see what we could do to get it back up.

Your job is no different.

You are in business, they are in business - yes you rely on them, but they clearly respect you and need you to some extent. Pick up the phone and speak to them and dont put words in to their mouth - ie dont ask if it is because they are winding down for retirement, let them tell you what the reason is.

 

[Darren C]

Just be careful that bringing up the question doesn't force the client into making a decision one way or the other.

I have been the other side of this fence and sometimes I keep people engaged longer than I would if dealing with a big company. In other words, I don't want to carry on but I think they need the work so let it slide for a while.

 

[Unico]

Hi tony84 - thanks so much for the advice. It's a bit daunting at first as you feel like you don't want to "rock the boat" by extending any kind of potentially awkward communication, but you're right there must be some reason and better to get to the bottom of it! Thanks for the tips - it's helped me to frame a reasonable and non-awkward email which I thought was best initially. However, should I follow it up with a call if I haven't heard anything? (They have a habit of ignoring emails!) They must sound very non-communicative but otherwise they really have been a good client for years and years - just busy I guess. Hence the nervousness!

 

[UKSBD]

Just be careful that bringing up the question doesn't force the client into making a decision one way or the other.

I have been the other side of this fence and sometimes I keep people engaged longer than I would if dealing with a big company. In other words, I don't want to carry on but I think they need the work so let it slide for a while.

I'm the same.

Not so much with people but services, got a few things I'm still paying for, rarely use but just can't be bothered to cancel.

If they were to contact me about, something new, updating, etc. it would probably give me that incentive to cancel it.

 

[Kev2017]

Again, just be honest and ask the client.

 

[tony84]

I would have picked up the phone in the first instance.
You never know if an email is being mis-read or not.

 

[MartinCivil]

As above, just pick up the phone. If it is someone that you have dealt with for a long time as you suggest, having a friendly catch up shouldn't be too difficult.

Don't beat around the bush, just ask them directly. Say that you have noticed a reduction in the volume of work coming your way, and that you just want to check whether there is something you need need to improved on, or whether there are any other reasons for it.

It may be that a competitor has been knocking on the door and they have given them a try, your call could just be enough to remind them that you are still there.

 

[Gecko001]

This is a tricky one since as a supplier you never want to give a client the impression that you are depending too much on their work. You might come across as a bit desperate.

Also, inquiring into why they are sending less work to you might be regarded as being very intrusive no matter how politely you ask. If they have a downturn in business or are even in financial difficulties they probably will not want to share this information with you unless they feel that they can trust you totally with what many businesses regard as very confidential information.

Another reason for this drying up of work from them is that they could have found someone else to supply them with the services that you are supplying them with and have split their work between the two of you.

You perhaps need to start looking around for other clients. Clients vary greatly in their manner. Some will be chatty and it is easy to form good B2B relationships with them. Others will be cold and will not give anything away. The latter can me good payers, but not for everybody as they can be very demanding in many ways especially with keeping you in the dark about things.

 

[Bainzee]

Unico, what is your nature of work if you dont mind me asking?

 

[deniser]

I frequently get emails and phone calls from my suppliers to ask if everything is OK when my order levels drop off. Our business is seasonal so there are lulls at certain times of the year. I don't mind at all.

 

[tony84]

One of the Mortgage lenders I use a lot, if I stop sending them cases he always picks up the phone and asks where his Mortgages are. It is only a joke and I dont mind. Usually it is because as deniser says we have lulls at certain parts of the year or there are better options out there.

You could look at it like it looks desperate so it is important to not come across like that, but it also looks like you recognise their business levels and you know their business quite well. But I think emailing is a cop out. If anything I think you would have done more harm than good by not picking up the phone.

 

[Chris Ashdown]

I would never send a email but always use the phone, for the larger customers we would regularly phone (never on Monday or Friday) just to check everything was ok say one every 6 months just to have a quick talk and build up a relationship, let them know any new product lines etc.

 

[Mitch3473]

Pick up the phone, ask the questions....in a nice way.............How are things going, everything going alright etc etc. Happy with my work, is there anything I can improve upon......As they say, if you dont ask you dont get.