So we’ve covered the signs you’re working with a bad client. And we’ve identified why it’s imperative for the long-term success of your business to ditch a bad client.
But what now? How do you actually cut the cord and dump the dead weight that’s dragging your business down?
Obviously, it’s a tricky situation that requires a VERY delicate touch. Moreover, there isn’t necessarily an “ideal formula.” It’s really a case-by-case kind of situation. Given these factors, it’s best to approach firing a client in terms of Dos + Don’ts.
Let’s start with the Dos…
Let Them Down Gently (Exercise Compassion)
In my Dreaded Discount Request post, I stressed the need for exercising compassion in turning down discount requests. The same applies here. Just because you’ve got a bad client on your hands, doesn’t (necessarily) mean you’re dealing with bad people. And the severance of ANY relationship is more than likely to make the severed party feel bad, in one way or another…
Take care to approach the dissolution of your client relationships gently and thoughtfully. Never make it personal. Frame your move as a business decision (which, ultimately it is). And wish them well in their future endeavors.
Compassion is critical here for a couple of reasons. First of all, because it’s the right thing to do (the world could certainly use a LOT more compassion). And secondly, because a poorly handled breakup reflects badly on your business. And it’s BOUND to get around in your industry. Which is bad for your business in the long run.
Finish Up Current Projects
Though a current project may be what’s got you a wits end with a bad client, you can’t just jump ship. You’ve got to steer the vessel into the dock and off-load the cargo before you bid the offending client sayonara.
Again, in part, because it’s the right thing to do. And because acting otherwise will likely damage your reputation in your industry.
Provide an Alternative Vendor
If you provide ongoing services, you have a duty to at least suggest an alternative vendor. Who knows whether the departing client will make use of your suggestion? But leaving a client high and dry with nary any alternative certainly isn’t compassionate. And it’s almost the same as jumping ship in the middle of a project.
And the Don’ts…
Act Out of Anger or Impulsively
There are often “the straw that broke the camel’s back” moments in souring professional relationships. It can be tempting to say “F*ck it!” and ditch the client on the spot. Their cumulative offenses likely warrant the action. And the situation is unlikely to approve.
But however liberating it may be in the moment, resist the temptation. Once again, it lacks compassion for the client’s situation (irrespective of how irritating the client might be, serving your client is still a priority). And when the news gets around your industry, which it undoubtedly will, it’s likely to reflect badly on your business.
Bad Mouth a Vindictive Client
Even if you handle a client dismissal with United Nations-level diplomacy and saintly compassion, some ex-clients are going to take the rejection personally. As I said above, bad clients aren’t (necessarily) bad people. But they are human. And a breakup can bruise anyone’s ego, even in a professional relationship.
Hurt feelings may prompt a severed client to criticize your business to other prospects and clients in your industry. They might even claim they fired you. Responding in kind, however, and airing your litany of grievances against said client is the absolute WRONG response. Besides making you look petty, it plays into your ex- client’s false narrative that you’re the “bad guys.”
Instead, keep it professional. Frame your move as a business decision. And underscore that you wish the former client well. If faced with false claims, gently dispute the account and lament the unfortunate demise of a once productive business relationship. Massive pushback is likely to have prospects and clients thinking “he doth protest too much!”
Have You Ever Fired a Client?
What was your approach? How did the client take it? What was the fallout (if any) in the wake of your actions? Swing by my Google+ page and tell me all about!