How to Fire a Client (Without Ruining Your Reputation)
As dreamy as it would be to only ever work with clients we love, we know that isn’t always the case. There are even the few that put on a good front and seem like they’ll be a really great fit, but something goes astray during the relationship. It could be an issue as simple as miscommunication, lost expectations, scope creep, etc.
No matter the root issue, it’s hard! It may even be so hard that you’ve come to a point where you’re ready to fire a client and finally part ways for good. Before you let anxiety get the best of you, keep reading as we dive into how to determine if you actually need to say goodbye, some other ways to get back on track, and– if it comes down to it– how to fire a client without ruining your reputation.
How to Know if it’s Time to Fire a Client
Before you jump the gun, let’s first decide if you even need to fire them or simply reestablish expectations instead. If you’re resenting the client and the communication they’re having with you, there’s likely some boundaries that need to be reintegrated back into the relationship. If at all possible the relationship is salvageable, then there are a few checkpoints you can go through first before you fire them.
ARE YOUR RESULTS CLEAR?
Is it possible that the client is unclear about the results you’re providing? When that happens, clients often try to add on extra tasks and services that are outside of the original scope. You may just need to reset expectations with them regarding what your actual priorities and goals are for the project.
DO YOU NEED A COMMUNICATION SYSTEM?
We know plenty of service providers who have communication practices and guidelines that they send off to their clients who’ve gone off track. You can talk about this during a conversation, or you put together a quick PDF with information on when they should communicate with you, when you’ll respond, expectations for deliverables, and when and how stuff works.
Another idea is to create a system for your client to submit questions, feedback, critique, or assets. If you know they need to deliver items by a certain deadline, send them a location for them to upload those items with reminders. Create some sort of form or subcontract that you can use to get approvals and feedback in a succinct place.
How to Have a Conversation to Reset Expectations
Oftentimes you just need to hop on a call with them to reset expectations. Don’t freak out about this! There are ways to word the meeting request so that nothing is lost in translation or can be taken out of tone.
Use this script to book the call with your client:
“Hey there, Name!
I’m wanting to reestablish some expectations that we have moving forward into the next [month/quarter/etc.]. When we first started working together, I know you were most excited about [doing these things]. Ultimately, what we’ve been working on lately are [these things].
I’d like to book a 30-minute chat with you to get really clear on what you’re wanting to see in the next [30 days/quarter/etc.], so we can make sure we’re on the same page.
Just let me know a time that works best for you! (Preferably link to your scheduler.)”
DURING THE CALL
Use the call as the opportunity to be really clear about the original proposal and the description of your offer and services compared to what’s changed since then. If you both decide things will be different moving forward, you’ll need to write up a new contract for them to sign.
You can also reset expectations regarding communication because, honestly, that tends to be the biggest problem. It’s totally okay to say, “These are the things you said you wanted by this time. In order for us to reach that, here’s what I’m going to do, and here is what I need from you and when”, and just be super clear about what those things are. If you haven’t noticed yet, being clear and on the same page is the main theme here.
How to Fire a Client without Ruining Your Reputation
If you’ve done all of those things above or ultimately feel like the relationship just isn’t in alignment, and you want to let them go, we’ve got you covered. Book a call with them to discuss the end of the relationship if that feels appropriate. Depending on the nature of you canceling the contract will ultimately determine the tone in which you correspond. Regardless if you meet prior or not you will need to official terminate your contract using an email like this (note: your contract may have specific termination terms you will need to be mindful of when communicating):
“Dear NAME,
[Name of your business] appreciated the opportunity to work with you. At this time I am writing to inform you that as of [DATE] we will be discontinuing [Name of service].
Until that date will will continue to provide the agreed upon services as outlined in our contract and as follows:
[Bullet any action items you plan to wrap up or you are contractually obligated to complete prior to X date]
I would like to recommend [Name of Referral Company or Resource]. I believe they are in alignment with the level of service you are looking for. You can contact them [or find more information] at [contact info - phone number, website address or other contact information].
If you have any questions I can be reached at [contact information - use this as an opportunity to set boundaries for how you are willing to communicate, especially if this is different from what it has been].
[Your First & Last Name]”
Contrary to what you may think, firing clients tends to not be that big of an issue. We often build it up in our mind that this is going to ruin our business and reputation. Sometimes there are icky clients who act like that, but rest assured that there are attorneys who can back you up and steps you can take to protect yourself. Firing a client isn’t going to bring about the doomsday of your business!
You do not need to explain yourself. You don’t need to say why it isn’t working or why you are moving on. You simply have to be clear when things are ending and what you are doing in the meantime.
Just start with the conversation, use our scripts, and definitely get clear on who you want to work with in the future, so you can prevent this from happening again. If you need more scripts for various client conversations, like raising your prices, asking for referrals, and more, we’d love to see your application come through for The Incubator!
