When Your Client Dies

Episode 93

Having a plan for when your client dies may seem like overthinking a situation. Let me ask you to consider something. If you knew that your client contact was going to take a vacation and there was critical work to be done at that time, would you plan for it? Please understand that I’m not treating this as a joke. We all know that everyone we interact with will eventually die. And since your company is asked to perform duties, I’m encouraging cleaning company owners to take responsibility. You have yourself and your front-line cleaners to prepare for.

An Uncomfortable Topic

Although discussing someone’s death is an uncomfortable subject, it’s also realistic. These are crucial issues for any business owner or contractor to consider. Planning for what happens when your client dies may be easier if we ask a different question. “What if you can’t be reached or are incapacitated?”

This DOES Happen

I was recently contacted by a customer who found themselves in this exact situation. They had a contract and additional project work scheduled with an on-going account. On arrival one day they discovered that their primary contact had passed away unexpectedly. This was the individual who signed off on all the work. This left them grappling with questions:
• Am I going to get paid for the work I was supposed to do?
>lass=”yoast-text-mark” />>• Should I proceed with the project?<br class=”yoast-text-mark” />>• Who do I contact now?
>• How do I ask these questions without feeling or sounding like a terrible person?
In these situations, it’s essential to approach the matter with sensitivity while also considering the business implications. The first step is to determine who else in the company can provide guidance. Often, someone at the reception desk or another contact within the business can point you in the right direction. The company likely hasn’t closed its doors; someone is still running the show. For a full checklist on what to ask is this situation, find a 99-cent download here.

Contingency Plans for Death

This brings us to an important lesson: It’s smart to have contingency plans in place from the very beginning. When signing contracts, it’s vital to discuss and document what happens if your primary contact is no longer available. Now unavailable might be death, incapacitation, or even a sudden job change. While these discussions can be uncomfortable, they’re necessary for a seamless continuation of business operations. And your presentation of these in a calm and collected manner will help to establish your professionalism.

Planning for My Own Business

I had a similar situation when I contracted COVID and ended up hospitalized for several weeks. Thanks to a well-thought-out contingency plan, my direct report took over the company’s operations. I had already planned for the authority to sign checks and handle responsibilities in my absence. This experience underscored the importance of having clear legal documents and designated signing authorities to ensure business continuity.
It’s not just about planning for your clients; it’s also about safeguarding your own company. What if something were to happen to you? You are ensuring that your employees are cared for and that the business continues to function. These are crucial steps that smart business owners take. This includes having legal documents in place that specify who can make financial decisions and who will assume leadership roles in your absence.

Getting Help

Addressing these “what if” scenarios can enhance your reputation. Cleaning companies that take the time to consider all potential risks demonstrate a commitment to doing the best job possible. Whether this is a serious illness or your passing, your clients and employees will appreciate and respect your plans on their behalf. I hope these insights help you feel more prepared. While a specific event might be “unexpected” a possibility something happening is not. Remain proactive and keep those contingency plans in check. And when you’re ready for a cleaning business coach, contact me here! I enjoy helping business owners develop and seeing your business grow.

This Week’s Podcast transcript can be downloaded here for free.