Clients are the basis of all business operations – and in many cases, business success. Without a client base, businesses cannot survive. For this reason, business owners often seem completely consumed by our clients. They call, we answer. They invite, we come. Sometimes, without thought, we drop everything for our clients.
But not all clients are created equal. They are human, too. And humans are sometimes irrational or overly demanding. As a business owner, I’ve been in situations where clients have asked too much of us and made irrational demands. At first, I responded by fulfilling every client need. My clients were happy. Then, they asked for more. And more. Soon, I was in over my head. Worst of all, I wasn’t getting compensated in return. I was taking phone calls on Sunday at midnight, but my retainer was non-existent. Something had to be done – but what? I was torn between sacrificing my income and peace of mind.
Time to part ways with the bad ones
Eventually, I realized there were good and bad clients, and it was time to rid of the bad ones. Clients who regularly stressed me out to unhealthy levels were bad clients. Simple as that. Clients who made me not want to go to work each morning were bad clients. Clients who didn’t believe in fair compensation for good results were bad clients.
I compiled a list of my bad clients, and began parting ways. As expected, no client put up a fight. After all, there were plenty of other marketing agencies for them to choose from. Naturally, some within my marketing agency thought this to be business suicide. But I strongly believe it was the right thing to do. Bad clients are not worth your time. They waste your time, money, and other resources. Your time and money are better spent on those who actually care about you – and the positive results you can deliver.
Some clients from hell
It wasn’t difficult to find some recent client horror stories to talk about. Let’s start with the catering professional who had unrealistic expectations for their organization’s growth. They barely paid me each month, yet expected full marketing services. I am a strong believer that you have to spend money to make money. And marketing was a good investment for this client, who barely had a customer following. The client ignored the fact that good marketing results cost money, and as such, did not value their investment. Eventually, I parted ways with the client, and had no second thoughts.
Another – an e-commerce boutique with no customer following – is another example of a bad client. The boutique lacked a customer base, yet did not want to pay for marketing services. I had initially designed a full e-commerce website – worth well over $5,000 – for a fraction of the cost because I believed in the boutique’s business plan. My time, they argued, was enough to grow their business. I disagreed and refused to provide marketing services for free. Shortly after, the client asked me for a refund for their website. It was clear they didn’t understand the value of their website investment. They were impossible. I told them I didn’t want to work together anymore.
How to part ways without burning bridges
Clients are generally angry when you decide to part ways with them. They see it as simply “dumping” them. An easy fix for this is to offer up alternate professionals or agencies for the client to work with in the future. Give them several options, explain why they are a better fit, and move on. If needed, even schedule a meeting between your replacement and the client. At the end of the day, you’ll be perceived as caring about your (now former) clients’ needs.