Gonna FIRE an online CLIENT... what's the best way?

13 years ago

Be honest with them - you never know, they might change their ways and still want to do business with you. Hopefully, they would then allow you to get on and do what they're paying you for, without interfering.

That is, of course, provided you still want to work with them!

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Shaun OReilly

13 years ago

Originally Posted by MaxReferrals

Low balls, chincyness... questioning every little detail, despite
expectations, deadlines and agreeables been laid out.

"I read an article... I got an email from this guru... etc. etc.
Shouldn't we be doing that..."

This despite them saying "you're in charge, I don't know anything
about online stuff."

Short story: Monster time sucker. So time to purge them.

Anyone have suggestions on how to do it politely?

Here's a polite way to release a client...

"Hey, Mr. Client, on our recent project together I really
don't think that we're a good fit. Therefore, I've decided
to release you so that you can have your needs and
expectations better served elsewhere."

If you have the name of an alternative service provider
who you think they may be more suitable for, then give
them those details too.

Even if they've been a difficult client, there's no use being
overly harsh about it. Treat them with respect and just
acknowledge that you're not a good fit and help them to
move on.

Also, take a look at what you can change in your marketing
materials, intake procedures and client management skills to
avoid taking on a client like this in the first place.

Dedicated to mutual success,

Shaun

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timpears

13 years ago

I think Shaun had the right idea. Just tell the client that this is obviously not working out for them as they question everything you do, rather than letting you do what you contracted for. And that you think it would be in their best interest to find another supplier.

You might include that this is not working out for you too as they are making it hard for you to complete the project in the time you were billing for. But that may or may not be something that you should share with them. I just like to be honest with people and tell them like it is. It gets me in trouble sometimes, and that is why I say, 'may or may not'.

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Tim Pears

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sbucciarel

Banned 13 years ago

Originally Posted by MaxReferrals

Anyone have suggestions on how to do it politely?

Dear Kind Sir:

You are a monster time suck and don't pay nearly well enough to put up with it. Bye.

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GuerrillaIM

13 years ago

Be honest!

I used to run a web design agency and I know exactly where you are coming from. It took me years to grow the balls I needed to deal with clients properly.

Tell him/her why you won't be working for them any more. Suggest how they should approach their next copywriter so they don't have this problem again.

Stay away from emotions, just deliver that facts and the reasons. I have done this face to face with several clients in the past and after their initial reaction it sank in and they have come back to apologise and re-open the relationship on better terms.

Most people are not used to someone being honest with them. Do it right without insult or negative emotion and you could find yourself a client for life.

People generally don't want to hear the truth but once it's put out there, a lot of people will respect you for it. (of course some may not, proceed with caution lol)

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SteveJohnson

13 years ago

I've had to fire a couple of clients over the years. One, when I explained why I couldn't continue, was apologetic that she was such a "time vampire" (her words) but also said that was the only way she knew to be and was never going to be any different, so it was best to part now and not become enemies.

She still sends me business.

The other one exclaimed that I needed to spend whatever time it took and "go the extra mile" to make him happy - after all, that's what businesses have to do these days to keep customers. Told him that I couldn't stay in business spending 3 hours doing endless revisions on a project that he was only willing to pay for 30 minutes on (and in reality only took me longer, I just didn't charge for it).

"Money grubbing *******. You'll never make it." Parting words, and haven't talked to him since, 'cuz his business failed. LOL

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davezan

13 years ago

Originally Posted by SteveJohnson

The other one exclaimed that I needed to spend whatever time it took and "go the extra mile" to make him happy - after all, that's what businesses have to do these days to keep customers.

Heh, countless other people told me that too. I tell them something like I believe
in that too, then ask them if they also draw lines as to how far they'd go.

OP, you pretty much good advice from the others. Be honest yet respectful.

Only catch is your client might be nitpicky enough to ask why, though. Sheesh.

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David

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CDarklock

13 years ago

"You know how they say there's no 'I' in 'team'? Well, it turns out there's no 'U' in it, either."

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Bevo Troy

13 years ago

Just say your situation has changed, and due to unforeseen circumstances, you cannot complete the project and sorry about the inconvenience.

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sbucciarel Banned 13 years ago

Originally Posted by Bevo Troy

Just say your situation has changed, and due to unforeseen circumstances, you cannot complete the project and sorry about the inconvenience.

As callous as my reply above sounded, this is the wrong thing to do. A commitment is a commitment and I honor my commitments to the best of my ability. You fire the client after the project is complete. Dumping a client in mid project and putting them in that kind of bind is a bad business decision. The only reason I would do that is non-payment or an extremely abusive customer.
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- fluffythewondercat 13 years ago
  
  Probably the best reason to be polite as you hoist their heiny out the door is that the problem may be partially your fault.
  
  I've found many people are not good at setting customer expectations from the get-go. It's probably worth putting all your conditions down on paper, even things you think are obvious like "No 2 am phone calls." or reminding people that email cannot be seen and responded to instantaneously.
  
  fLufF
  --
  
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cypherslock

13 years ago

I've run a web design shop in a past life and have fired clients. When you dread working on something you loved due to monster clients, it is time to cut the cord. No amount of money is worth a toxic client. Be polite. But BE FIRM. You're health and sanity (NO I'm not joking, have been there, do know) are worth more than any bad client.

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Leveragist

13 years ago

Funny you should ask this question. I was going through Matt Laclear's WSO thread yesterday and came across examples of him firing his clients right there on the thread.

Here are a couple for you to check out:

Firing Example 1:
"Looks like you're the impatient type so I just refunded your $24.95. Just didn't want to see your updates anymore. I felt it was your way of hurrying me with the backlinks. I'm just not going to let that happen. I wish you the best of luck though."

Firing Example 2:
"BTW...I had several of my customers send me polite emails inquiring about their campaigns. Your email was obnoxious and given your prior obnoxious emails I decided that you were someone I didn't want to work with."

While you want to do it as politely as you can, if they just don't get it, I'd try Matt's approach.

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sbucciarel

Banned 13 years ago

Originally Posted by Leveragist

Funny you should ask this question. I was going through Matt Laclear's WSO thread yesterday and came across examples of him firing his clients right there on the thread.

Here are a couple for you to check out:

Firing Example 2:

While you want to do it as politely as you can, if they just don't get it, I'd try Matt's approach.

Yeah ... love it. This is my favorite.
BTW...I had several of my customers send me polite emails inquiring about their campaigns. Your email was obnoxious and given your prior obnoxious emails I decided that you were someone I didn't want to work with.

Now run along and try to trash someone else's thread needlessly. I have big boy work to do.

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Matthew Loop

13 years ago

Be direct and transparent... Let them know this is not the company for them. For future reference, you want to guide expectations as members initially sign-up for your service. Let them know the appropriate policies and procedures, what you tolerate and what you don't.

Your time is far too valuable to deal with people like this.

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myseoclub

13 years ago

OMG I had one like that recently - when I got rid of him did he come to you????

I just said that I had other clients that I had to deal with and big clients and didnt have the time to do him justice.

just be polite but firm.

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marketingva

13 years ago

I always say "It's become clear that we are not a good fit and our relationship is becoming strained. You really deserve the opportunity to work with someone who is a perfect match and who makes you happy. Unfortunately, that isn't me. Best of luck..."

The people that I said this to as I was firing them were grateful and sent me new business.

Bonnie

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Gonna FIRE an online CLIENT... what's the best way?

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