When and how to fire a client

unicorn

Firing clients is not something any business wants to make a habit of, but occasionally it’s the best decision for both the business and the client. When you decide it is time to part ways, be professional, courteous and firm.  Better to rip off the band-aid than prolong the pain.

How do you know when it’s time to fire a client?

A happy workplace is a productive workplace. If a client is starting to really affect the day-to-day mood of your team, this should immediately raise a red flag.

The bad-mannered bullies

If you have a client that affects the well-being of your staff, causing anxiety or undue personal stress, it needs to be dealt with right away.  Of course, everyone has bad days and out-of-character bad manners and this behaviour can be excused, but ongoing rudeness, bullying, demeaning or other behaviours cannot go unchecked. A senior manager should speak openly with the client and unless the situation improves, it’s time to part ways.

The perpetually unpleasable

You know the client I’m talking about. You could catch moonbeams and present them on a silver platter and they’d ask where the unicorn was. If you’ve tried all the expectation management tricks in the book and your work is still a disappointment, it’s time to break-up. It’s not healthy for you and your team to be constantly made to feel inferior. Find someone who appreciates moonbeams.

The poor payers

When you focus on turnover, it is very easy to let debts run up. Whilst it’s tempting to put in another monthly invoice to increase your on-paper earnings, it doesn’t do you much good when the client goes into administration and leaves you with a significant debt. If a client has not paid consecutive invoices, it is time to put your relationship on hold, at least until that debt is settled.

The unreasonable requesters

‘Hi PR agency, your attendance is required at our weekly meeting, 6pm on Fridays, at our HQ in the Outer Hebrides.’ Even the most die-hard fan of the Scottish Isles is going to find this a tough ask. Whilst we work in PR and are used to making the impossible happen, there are some things, like defying the laws of space and time – that just can’t happen. Clients who expect the earth, repeatedly call you out of hours and have no respect for your personal life, need to go.

Once you have decided a break up is on the cards, what’s the best way to deliver the bad news?

Like relationships, every client break-up will be different. Maintaining professional dignity is absolutely key. There’s no need to effuse about how sorry you are it’s not worked out (if you’re not sorry). Equally, it’s not a good idea to take it to the other end of the spectrum and list all the reasons they have made your life a living nightmare for the last six months.

Be pragmatic.  Ultimately, you don’t feel the agency is able to deliver what they are looking for and therefore they would be better off forming a new partnership.  Wish them well in their future business endeavours.

Offer a notice period and be flexible with it. As the party initiating the break-up, don’t give the client further cause for complaint.  Let them (within reason) decide on the terms of your notice period. If you have a contractual notice period, be flexible to respect their wishes.  Don’t leave them in the lurch even if it makes the last few weeks more painful.  That way you’ll be able to walk away with your head held high.

Make it quick and efficient and get back to servicing all the great clients who appreciate you.

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