Guest Author - Meg Meyer

It doesn't matter how long you've been in business, what kind of business you are in, or how long you've had any particular client. Sometimes things go terribly wrong.

Sometimes a client consistently does not pay on time, or at all, for your services. Sometimes they need so many revisions and do so many returns, that your business is actually losing money to keep them as a customer. Sometimes they have poor manners, a bad attitude, and are generally unpleasant to work with.


Can a client relationship be salvaged?

Possibly.

First, be honest with yourself. Has your company done all it can to repair a broken relationship? Have you performed "Killer Customer Service?" Is someone in your company possibly to blame for the rift?

Second, use non-threatening, non-accusatory language when speaking to the customer. Try to understand their point of view, if there is a complaint, and try to set things right if you can.

Sometimes repairing the damage with an unruly client is better than the risk of bad word-of-mouth publicity.

And if it is just a matter of the money, you could try upping your rates, to include whatever revisions, and such that made this client so expensive in the first place. They may agree to pay it to keep you! Or they may decide to look elsewhere, letting you off the hook.


When should a client relationship be ended?

Simple. When you don't want them as a client anymore.

Sometimes the money just isn't good enough to keep a client. If they don't pay, don't keep their end of the bargain, or are rude and crude to your employees or yourself, it likely is worth your while to end it.

If you dread taking meetings with this client or agreeing to work projects, perhaps it's time to let them go.


How to End a Client Relationship With Dignity

Do make sure that your business can replace the lost income. Likely, if you are to the point of wanting to fire your client, chances are you are losing money by working with them.

Do try to be as polite as possible when ending a client relationship. Do your best to keep your temper, and keep your head when delivering the news.

Unless there is a concern of ethics or safety, do not play the blame game!

Do state that your business is growing in a new direction and you will no longer be able to serve him/her properly. Possibly have recommendations to several of your competitors ready to offer.

And try to leave on the best terms possible! They may even positively recommend you to someone they know in the future.

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