BEST PRACTICES: Firing a Client – Release for Others.

If you’re reading this, there’s not a question that you need to let that client go –
the one that’s never happy, no matter what, or the one who pays you about 5%
of your total income yet sucks away 50% or more of your time each week.

But how do you do so without damaging your professional reputation – and/or

without inciting your internal fears around $ as a result?

Before we go any further, let’s reframe from firing the client to releasing the
client.

Let’s say you’re a fisherman and you really want a red snapper for dinner tonight.
You catch a mahi instead – but you don’t like mahi, at all. You don’t fire the mahi
– you simply release the little guy back to the water, and a fisherman looking for
mahi for dinner will be quite happy about it. Let’s release the clients you don’t
love. This doesn’t need to be brutal.

What is stopping you from terminating this relationship?

Financial Loss: Fear of firing clients more often than not is due to the fear of
losing financial security: a completely valid and understandable fear. However,
be giving your time to this client, you are essentially saying no to other clients –
ones that are not as “bad” as this one and may even pay more.

Survival Rationale: Our brains will always attempt to make our current situation
tolerable. This often takes the form of: it’s not so bad, maybe I’m just not used to
working with this many people yet or maybe I just haven’t learned the best way
to communicate with this particular client.

Reputation: Perhaps this client is a “big name” and you believe he/she will tell
the other “big names” around that you’re unprofessional or didn’t deliver. Perhaps
this feels like your first “big break” and you wanted to use the work you’ve done
with this client in your portfolio for future clients. Rest assured, there will always
be more clients. Rest even more assured that, as long as you handle this “firing”
professionally, your reputation will remain intact.

Firing the Client

When to know when it’s time to fire the client

Termination of a working relationship is reasonable if/when the client
 1. Makes unreasonable demands and/or has unreasonable expectations:
calling, emailing, and/or texting all hours of the day without boundaries

2. Does not value your time: shows up late to appointments, does not call to
cancel
Note: this is acceptable if the client still pays you for your time.

3. Consistently pays late (by 7 days or more)

4. Conflicts with your personal values: for example, you’re a private instructor
to a man who is consistently bragging about how he cheats on his wife –
and you are strongly against cheating. Or he speaks about how he totally
pillaged a deal against another company – if he treats those close to him
(personally and professionally – what keeps him from doing that to you?)

5. Verbal/physical abuse, lewd remarks, and any/all general discomfort: when

a client makes you feel this way, there is no amount of compensation
worth the emotional (and potentially physical) harm the situation causes
you.

How to fire the client

You’ve decided you’re ready to release this professional relationship. Now what?

The Big 5 (rules):

1. Whenever possible, give 2 weeks’ notice or more.

2. Explain politely and vaguely. Even if this client has made you upset, angry,
or uncomfortable, it is important to maintain decorum and rise above.
There is no need to be specific in this communication, as often, specificity
gives rise to emotionally charged dialogue.

3. Focus on the client’s interests. Use this as an opportunity to frame what

you think would serve the client best – positioning this as a way for the
client to reap benefits in a better, bigger way with someone else.

4. Provide next steps/action items. Are there pending items that you owe the
client? Are there pre-paid session you intend to return the money for?
Delineate all specifics with dates as applicable. Always give
recommendations if available – for example, if you have a friend who
would happily take on the work, be sure to provide that friend’s info here.
 5. Be kind. Imagine you are the client – maintain compassion and decorum.

Here are 3 templates you can work with to release a client:

Template 1: HONEST ISSUES

Hello [name],

Recently I’ve been noticing some problems with our working relationship.
Although it isn’t easy to say, I think that another company may be a better
fit for you and your specific needs.

As of [date] I won’t be able to assist you with [what you do] any further.
[insert any recommendations if you have any here]

Thanks for your understanding. Below is a list of pending items [if

applicable] and the timeline in which you can expect them. I believe this is
a wonderful opportunity to address the [paint points the client had
mentioned having with your or items the client constantly complained
about] with someone who may be better suited to handle them.

[list of items/next steps AND/OR refund $ and date of refund]

Thank you for your understanding and wishing happiness and health,

[sign off]

Template 2: TIME CRUNCH

Hello [name],

I’ve enjoyed working with you and am beyond grateful for the opportunity
to do so. However, I’ve recognized I need to reduce the amount of hours I
allocate to working with my clients, so unfortunately I’ll have to part ways
with our working relationship as of [date].

[if you have a friend who can take on the work]. I do have a wonderful
colleague, [name] who may be able to take on this role, if you would like
me to connect you.
 Thanks for your understanding. Below is a list of pending items [if
applicable] and the timeline in which you can expect them.

[list of items/next steps AND/OR refund $ and date of refund]

Thank you for your understanding and wishing happiness and health,

[sign off]

Template 1: SHORT NOTICE (5 days or less):

Hello [name],

It’s been wonderful working together but due to personal reasons as of

[date] I’m no longer going to be able to continue [what you do].

I know it’s short notice, but after thinking about how to approach this as
professionally as possible, I decided some notice was better than no
notice.
[Feel free to elaborate on your reason – but you don’t have to]

To avoid an interruption in service please find another person who can

meet your needs. [if you have a recommendation of anyone put him/her
here]. I’ll do my best to make sure there aren’t any issues during the
transition process, as I believe this is a wonderful opportunity to address
the [paint points the client had mentioned having with your or items the
client constantly complained about] with someone who may be better
suited to handle them.

Thanks for your understanding. Below is a list of pending items [if

applicable] and the timeline in which you can expect them.

[list of items/next steps AND/OR refund $ and date of refund]

Thank you for your understanding and wishing happiness and health,

[sign off]

What if they get angry?

If the client is an unreasonable one, then, to be entirely honest, this is likely to
occur – so you need to remember that this is not a personal reflection of your
character, but a reflection of your (ex) client’s character. Respond with:

Thank you for your feedback. I appreciate your transparency in

communicating your concerns.

Thank you for communicating your feedback openly with me. As

mentioned before here is a list of what to expect between now and [date].

SUMMARY AT A GLANCE:
 Release for others – not firing brutally.
 Reasons you’re holding on:
o Financial fears: saying yes to this client means saying no to another.
o Survival rationale: rationalizing a bad situation doesn’t make it
better.
o Reputation fears: handling this well will keep all professional
appearances intact.
 5 rules to letting go:
o 2 weeks’ notice or more whenever possible
o Explain vaguely
o Highlight client’s interests and how this can benefit the client
o Provide next steps/action items
o Kindness and compassion