A Necessary Evil of Web Working: Firing Clients
I recently had to do something I really hate doing. I had to fire a client.
If you’re a service provider, this comes with the territory. But it doesn’t make it any easier. I thoroughly enjoy each client I work with, but I can recognize when a situation is holding me back or is no longer in my best business interest.
Don’t worry though. There are things you can do to ensure that this conversation goes as smoothly as possible.
Tell them it’s not them (even if it is), it’s you.
It sounds like a typical break-up line (“It’s not you, It’s me.”), but it’s appropriate to use in this situation. Technically, it is you who has the issue and who is initiating the break-up, so it’s not fibbing in the least. Own the break-up and leave your client with the impression that they’re not a “bad client”, but that you just have things to move on to.
Do your research and recommend someone else to fill your shoes.
Let me tell you: the fact that you do this for them and don’t leave them hanging, will mean a lot to them. Set up affiliate programs with other service providers, so that if your client decides to go with someone you recommend, you get a small piece of that pie.
This is just another way to leave your client feeling like you do care about them, even at the break-up moment.
If your client asks for feedback on what spurred this decision, or what they did wrong, be honest, but be vague.
Some clients sincerely want to know what they can do better in their next contracting relationship. There’s no harm in that. However, it’s not really your job to diagnose the problems of someone else. Be honest about your reasoning, but be extremely vague. They don’t need to know everything going on in your business and your head. Bring this back to the idea of “It’s not you. It’s me.”.
Finish what you start.
Don’t leave any loose ends. If you’re in the middle of a big project, at least finish up the current objective. If you’re working on a retainer, fulfill those obligations.
If you really want to go the extra mile for your client, offer to transition the new contractor into your responsibilities (not for free, of course).
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