Don't Be THAT Customer: Mistakes That Sabotage B2B Projects

Don't Be THAT Customer: Mistakes That Sabotage B2B Projects

In business, often the struggle is real to have a steady stream of lead generation to ensure revenue continues to tick over and grow consistently in a sustainable way. We know the importance of customer service, client experience in B2B, client communication and relationships. Of course, a key part of business is B2B collaboration, working with vendors and coordinating with suppliers in order to deliver on client projects and deadlines to meet or exceed expectations.

And we've all worn the hat of a customer, and know the frustrations that can happen when those expectations aren't met.

We expect better. We deserve better.

Here I am, sitting on the other side of the fence, wondering: how can we be a better customer? Because yes, arsehole situations do exist that really can sabotage business projects and relationships.

The clients who don't respond to your messages on time and delay a project…yet reserve the right to be upset when a deadline is missed.

The beauts who get so excited that things go so far over scope that it becomes a whole new three projects in their own right…

Don't Be THAT Customer

Just for fun - but not really - here are the archetypes to avoid…

🧟‍♀️ The Ghoster

Disappears mid-project and haunts inboxes just before the looming deadline.

They're enthusiastic up front, then vanish into the mist - no responses to emails, no feedback, no approval… until a random Tuesday when they reappear wondering why the project isn't done yet.

Projects don't move forward on vibes alone.

📏 The Scope Creeper

Starts with a solid plan, then slides in "just one more thing" ….that's actually ten more things. New direction, new brand, new goals. Weekly.

Changing your mind isn't a crime and excitement is great, but untracked additions cause chaos.

👨‍💼 Michael Manager

Hired the experts - then decided to double-check every decision. Doesn't trust the process. Micro. Manages. Everything….

Wants to tweak fonts, adjust colour-shades by 2 HEX codes, monitor tone, and sign off on each comma.

📣 Captain Last-Minute

Drops urgent requests at 4:59pm on a Friday afternoon - "can you just…". Often without warning.

Given that they've agreed that you will work on their project, they have acknowledged that you're the expert and can get the job done.

💸 The Invoice Dodger

This one needs minimal words - we all know The Invoice Dodger! Slips away from requests for payment faster than Houdini in a hoola hoop. Loves the work to be delivered on time and to a high standard, disappears when it's time to pay.

Don't be The Invoice Dodger!

What Makes a Great B2B Customer?

• Mutual Respect: Both parties recognise and treat one another as strategic partners, not just service providers or bill-payers.
• Transparent Communication: Expectations, timelines, and feedback are shared transparently, promptly, and professionally - even when things go off-track.
• Collaborative Mindset: The client brings their goals and vision; the provider brings their process and expertise. Together, they co-create success.
• Trust Over Micromanagement: Once a plan is agreed, the client trusts the team to execute, while staying looped in through agreed check-ins.
• Realistic Flexibility: Both sides understand that businesses are human - delays, changes, and hiccups do happen, but it's how they're handled that makes difference.

Automating processes within your business can provide really helpful nudges for client behaviour to be conducive to a great business relationships. Strong client relationships, especially when supported by automation, are the foundation of sustainable growth.