HOW TO FIRE A CLIENT

AS A FREELANCER

By Mary Grace Donaldson

No freelancer in any field begins a relationship with a client with the intent that it will end anytime soon. The freelancer wants to make money. The client comes looking for that particular service. The best case scenario comes when their needs match up, and a business relationship can not only begin, but can continue for as long as the needs of both parties last.

However, not all business relationships between freelancers and clients turn out as best-case scenarios. When a business relationship between a freelancer and a client ends due to circumstances that have nothing to do with either a life change or the end of needs on one or both sides, that ending is not always the fault of the freelancer. Sometimes, the client is the party who needs to be “fired.” As a freelancer, you might strike deals with clients whom, after some time spent working with them, become a problem -- for a variety of possible reasons. Their demands might become so ridiculous that they infringe upon your ability to do your best quality work. The time that it takes for you to complete one assignment for a difficult client could be equal to the time it takes for you to complete three assignments for another. The client might not understand boundaries. Whatever the reason is, it is highly likely that you won’t initially notice that your soon-to-be problem client is, in fact, going to be a problem. You want it to work. Once you realize that it isn’t going to work, how do you end the relationship?

FIRST THINGS FIRST If your safety is at risk due to the actions of your client, and if those actions involve abuse and/or illegal activities, end the relationship immediately and contact the police as soon as possible.

DON’T JUMP THE GUN

A week, a month, even six weeks are all not long enough time frames to decide if a client is going to be a perpetual problem. It’s possible that one questionable incident signaled a bad week instead a bad client relationship. Give it a little more of a chance.

FIND THE FINE LINE BETWEEN NOT JUMPING THE GUN AND CONTINUING FOR TOO LONG.

If a problem client establishes a pattern of behavior which either tests too many boundaries or results in poor business decisions for you, don’t let it continue long enough for that client to take too much advantage of kindness. Six weeks might not be long enough. Six months is. If the client continues a problematic pattern of behavior that does not change over the course of multiple months, and does not get better with the elimination of known stressors, it’s time to reevaluate your relationship with that client. Chances are, a well-established pattern of behavior isn’t going to change any time soon.

REMAIN PROFESSIONAL THROUGHOUT REEVALUATION.

The conversation during which you effectively “fire” a problematic client is not an easy conversation to have -- even if you are looking forward to the relief that will come as a result of the conversation. Don’t lose your cool. Stick to facts as much as possible. Give two weeks to one month’s notice, depending upon the nature of your work. Don’t attack the client; rather, calmly explain your points. Write down your talking points if needed. If the client keeps the conversation short, go with it and ditch your explanations. Be as clear as possible that that this decision is yours and not the client’s, but, at the same time, don’t apologize for situations that were not your fault.

DO NOT WAVER IN YOUR DECISION

Problematic clients might panic at the thought of losing you; if they’re exceptionally difficult to work with, it’s possible that there is a history that you’re not privy to of this hypothetical client hiring staff and/or freelancers who inevitably quit. Due to the effects of this potential history, this type of client could have thoughts along the lines of, “I’ll never find someone who can deal with me.” As such, those thoughts will translate to verbal exclamations of, “I’ll never find anyone who is as good as you at what you do!” and “But who will pay you as well as I do?” Don’t allow this type of client to manipulate you. There’s a reason why problematic clients often find themselves in these situations -- and that’s not your problem. If your hypothetical client hasn’t exhibited changed behavior yet, it’s probably not going to happen.

Once the difficult conversation is over, it’s possible that you will second-guess your decision from either a business or personal perspective. That reaction is understandable; however, “firing” clients is not a practice that happens every day. Trust both your business instincts and personal values. You will be better off for your courageous decision, and your business will reap the rewards. n