About a month ago, we signed a new client here at Array Digital. In episode 247 of Journey to $100 Million, Erik talks about how we, unfortunately, had to terminate this client’s contract.
After we sign a new client, we go through a routine onboarding process. In this process, we have our project manager, Jamal, set up a kickoff meeting with the client and our operations team. With this particular client, Jamal sent out an email to set up this meeting but received no response. He followed up with a second email, even calling the office as well – still no response. We even had Glen, the account manager, go to the client’s office just to find out the point of contact had gone AWOL. At this point, it had been three weeks since the contract had been signed, and we were completely blocked from doing any work.
A lot of the times when we get blocked by a client, Erik tells the team to do whatever it takes to get the information/resources needed in order to get the work done. In this case, we were unable to begin with our preparation for this client. If this is how the relationship starts, it ultimately may not be a good fit. Erik made the executive decision to terminate the services, delete our invoices, and cancel the contract. It is important to understand that sometimes you have to fire clients in order to save you time and money.