I'm facing a tough situation with a client who was referred to me by another good client. Unfortunately, this new client has turned out to be quite challenging, and I've found myself making exceptions that I wouldn't want the referring client to know about. Now, I'm looking to end our collaboration in a way that keeps things positive. How do you typically handle a situation like this?
I'd love to hear how others approach it. Do you have a formal offboarding process? What language do you use to communicate this? Should I give them notice and maybe offer a referral, or just end it cleanly? Are there any contract clauses I should think about for the future? I've navigated similar breakups before over payment issues, but this feels different, and I want to avoid any missteps.
6 Answers
Here’s my method: Step 1: Wait for their call. Step 2: Let them know you’re really busy right now and promise to call back later. Step 3: Go ahead and do whatever else you had planned! Step 4: Rinse and repeat.
A good way to go about this is to frame the breakup around your agency’s current focus rather than the client's actions. Say something like, "we're narrowing our client base to better align with our strategic goals." It sounds cliché, but it’s a professional excuse that keeps things amicable.
Also, a polite 30-day notice can help them transition smoothly, and I’d recommend not offering a referral unless you're certain it won’t come back to bite you later. The priority is maintaining a good relationship with your original client, after all.
That’s a cheeky strategy! I might actually consider that!
Honestly, just keep raising your prices until they decide to leave on their own! It works like a charm.
The key here is honesty, but it needs to be styled professionally. You could say something like, "Our service model has evolved, and we've realized we’re better suited for different types of projects. Unfortunately, your needs would be better served elsewhere." This maintains integrity and keeps the referral client from feeling like they’ve failed.
Also, having a 30-day transition window is smart. Make sure everything is documented for a clean hand-off. Only refer them to someone if you truly believe it’s a good match—bad referrals can harm your reputation more than not referring anyone.
Really appreciate the tips!
When I need to part ways, I tell clients that I can't provide them the level of support they truly deserve and suggest another service provider who’s equipped to help them. Just make sure the new consultant knows what they’re getting into with this client.
That’s a solid approach! It really does resonate well with clients when you frame it as a capacity issue.
Thanks for the advice! We’ve already started on some projects with them, so the capacity excuse won’t work this time, but I agree that keeping it professional is key.