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About The Author
Kim Phillips is an independent marketing consultant specializing in branding, communication strategy, creative writing and design, online content, email marketing and social media.
How (and when) to fire a client.
Posted in Business Practices, Ethics - 1 Comment
Clients are hard enough to come by, much less good ones, so firing one is a really big deal. Think hard about it, then fire them well. The first step is recognizing when it’s actually time to part company. Here are some warning signs.
You are often angry with the client. If you feel like putting your fist through the wall every time you talk with the client on the phone, maybe it’s time to go. If you’re mad, they probably are, too. And even if they aren’t, they will be soon. Buyers don’t tolerate bad attitudes from sellers for long. You may be a good enough actor to hide your frustration from the client, but it will eat you up. Some things aren’t worth it.
The client doesn’t keep up his or her end of the deal. If the client constantly owes you direction, input and/or feedback, talk to them about it—once. If it doesn’t get better immediately, it won’t ever. You will waste great wads of time trying to regain momentum and you won’t be able to bill for that time.
Payment is slow. This may not be a deal-breaker if you have a way of recouping losses and you can charge more for the loan you are basically making them. (Banks do this all the time.) Still, clients who don’t manage their finances well can leave you high and dry. A sudden change in payment behavior is likely a sign of real trouble. Don’t let the client use you as a bank.
So, you’ve made up your mind to cut the client loose. Be very sure, because you are surely burning a bridge. If it’s time to hit the road, do it the right way.
Be professional. Don’t threaten, throw a fit, or lie about why you’re ending the relationship. Tell them you’ve thought hard about it and it’s not working out in either of your best interests. Don’t say, “I’m changing my business model” when what you really mean is “you’re driving me crazy.”
Make the transition a smooth one. Gather up all the client’s resources, the things you’ve created for them (if they’ve paid for them), and any related files. Give them to the client neatly and in a pleasant way.
Offer alternative solutions? No. Don’t pass off a problem client to some poor, unsuspecting colleague.
Wish the client well. Breaking up is hard to do, but it doesn’t have to be nasty. It was a bad fit, and it could also be that you had some responsibility in letting the relationship go south. Suck it up and say, sincerely, “I wish you all the good fortune in the world.” If you can’t honestly manage that, say, “I hope you find someone who can better serve your needs.”
Have you ever fired a client? Comment here.
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Tags: customer service
One Response to How (and when) to fire a client.
Posted On 2011/02/06 at 1:44 am by Johnny Anderson :
I’ve been in several situations that could be deemed “untenable” with some of my clients.
One specifically could be summed up with an old Macbeth quote. “Nothing is his life became him, quite like the leaving of it.”
Great blog!!