How to Fire a Client
Dec 17, 2018
From time to time, as Virtual Assistants, we need to fire a client. For one reason or another, it turns out you’re just not a good fit for each other and it’s time to part ways. This can be stressful, even under the best circumstances, but it’s an important part of your business to know what to do.
Here are a few tips for ending a client relationship:
- Don’t make it personal. We’re not a good match for everyone – that’s why we date people before we get married. We can’t really date clients, of course, so sometimes there’s a mismatch. Don’t dwell on how horrible they are or spend a lot of time complaining about them. Just move on.
- Expect surprise. Even though you are ready to end it, they may think things are working just fine. So don’t be surprised if they are surprised! It doesn’t mean that you’re not justified to end the relationship, they just may feel differently.
- Be professional. Let them know on the phone or via email. Think about what you’re going to say and keep the emotions and stories out of it. Practice with a friend or let them read the email before you send it.
- Be clear. Decide when you’re going to stop working together and let your client know. I’ve been in some client relationships where I needed to stay another month to make a responsible transition. Stick to the deadline and don’t let new work creep in, but don’t leave them high and dry either. And if they want to end immediately, let them.
- Settle up cleanly. If you owe your client money or hours, come to an agreement about it. The world is small and your reputation is important.
- Keep it to yourself. I understand the temptation to “bad mouth” bad clients is high. But remember, it took two of you to create this working relationship. It will do your reputation no good to damage theirs.
Also, take some time to think about some red flags you might have missed to help you choose better clients in the future.
I’ve twice fired a really big client and both times was shocked at how much my mood and stress level changed once the relationship was over. New clients quickly filled the void and I was much happier. You will be too!
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