You’ve started a business, how exciting! Let’s work out who your ideal customer is…
In the early stages of business, it is completely normal to have a scarcity mindset. Not knowing where the next job is coming from makes turning work away feel risky.
We have all said yes to a customer who was not the right fit. Everything feels harder than it should and you keep pushing them down the to-do list. Unclear expectations, no boundaries and major scope creep. The customer is cheering, but you’re working overtime and the margins have disappeared.
Getting clear on your ideal client makes the job easier, fun, and allows you to hone your skill and grow with intention.
I run a service-based business, every enquiry is urgent and complex. It is incredibly tempting to say, “Absolutely, we can take care of that.” The problem is that urgency without clarity quickly turns into overwhelm.
What has worked for us is having a clear and consistent vetting and onboarding process. A thorough referral is completed, background information and immediate concerns are reviewed. This is explained at the enquiry stage, along with clear timelines and expectations.
Only then do we look at team capacity and skillset. If we have someone available with the right experience, they move through a detailed onboarding process. If we do not, we are honest.
Sometimes the response is, “Unfortunately, we do not have the availability to give this the attention and detail it requires. You may be better suited to another organisation.” Other times, we can genuinely say there is someone else who does that specific work better than we do.
The response is almost always appreciation for the transparency. Saying no to the wrong customer protects your team, your energy and your business.
It also creates space for the right customers to find you.