HOW TO BREAK UP WITH A DIFFICULT CLIENT ( AND AVOID GETTING ONE AGAIN)

Apr 2

No matter the industry or profession, we've all dealt with a demanding customer. It's especially painful when you're a freelancer or entrepreneur, and the client thinks they're your boss for some reason??? Sometimes a client isn't a good fit- we all have our individual working styles, and clients need to understand and respect how we work and do business.

In a perfect world, we'd avoid bad clients altogether and never have to work with them, but sometimes they slip through the cracks. If you didn't realize you had a lousy client until too late, here's how to professionally and politely end the relationship! Plus a bonus sample email!

1) Realize that no matter how well YOU end the relationship, they may still be unhappy. Decide if ending the professional relationship is worth them being perpetually upset with you (and possibly getting a refund). If the answer is no, be prepared to grin and bear it until it's over. BUT If the answer is yes, move forward to #2

2) Get documentation of the issues you're having with the client. Make sure all conversations are happening in email and don't leave things open to interpretation. Save all communication AND all work you've done so far for this client. Figure out if the issues are contract issues, personality issues, etc...

3) Decide HOW you're going to end the project. Are you going to give them all works paid for but then nothing else? Going to refund and offer works completed? Etc… Now your contract plays a MAJOR role in this. DO. WHAT. YOUR. CONTRACT. SAYS. If you don't have a contract, that's problem one.

If you don't have a contract, you need to layout very clearly:

Why the work is ending

When your work with the client ends:

What they'll be getting as far as completed (or non completed) work.

4) Be mindful of tone. You may be frustrated and annoyed with this client. You may feel like the client doesn't respect or understand what you're doing. Realize the client may feel similar about you. This isn't a time to be accusatory or mean. Be honest and clear cut but be polite as possible about it.

5) Send an email. Seriously, don't have this conversation on the phone. You CAN have a phone conversation explaining everything, but you should email before OR after to avoid confusion.

Here's a sample of how I would end a relationship.

This client is in a 6-month contract (paid monthly) and is in month three. They are not respecting deadlines and revision attempts as laid out in a contract and constantly call after hours for last-minute changes and notes.

'"Hey Client,
It's come to my attention my method and style of working may not be the best fit for the services you need. As stated in the contract, my working hours are 9 am- 6 pm, and all drafts have a limit of 2 revisions before additional fees apply. The current amount of changes you've asked for would put you [$XXXX] above budget if I were to complete them as requested. I have completed the drafts and content for this month and ending our working relationship moving forward. I've listed some additional professionals below who may be a better fit for the rate you need revisions and changes made. Attached are all the works I've completed from [Start date of contract] for your usage (per contract). I wish you the best of luck as you continue with your business and look forward to seeing what you all accomplish!
Thank you, SJ!"

Other information/documents I would include would maybe be:

Log in information -passwords, user names, etc
Important upcoming information, dates, events
Names + email of suggested replacements
Other client-specific information they would need to know if I was no longer working for them.

NOW, HOW DO WE AVOID DEMANDING CLIENTS IN THE FIRST PLACE?

Be crystal clear on your business policies from day one.
Stick to the rules you set for yourself and your business - if you say "email me for booking!" and they still dm you, and you go ahead and book through the DM, you've just shown them that YOU don't even follow your own rules, so why should they??
Be flexible but firm. - If you're going to bend the rules, make sure it makes sense, and make the client knows this is an exception, not the norm.
Charge for extras - If you're doing extra work, more revisions, after-hours work, etc., charge for it. Clients might not respect the rules, but they'll respect the $$$$.
USE. YOUR. CONTRACT. - Handcraft your contract. If you're using a template contract, READ IT, make sure it makes SENSE for your business and work method- if it doesn't, edit it!
Raise your prices - it feels backward, but people who are used to paying for higher-end stuff understand their dollar value. People who think you should be cheap won't value what you're doing and likely won't respect you.

Most difficult clients are avoidable when we treat our business like a real business. People who don't respect that will remove themselves with just a little effort for your end.