Saying goodbye to a client—how to break-up in a good way
It's not you, it's me! Surely many have heard this sentence before. Break-ups are difficult, but not just in the private life. Separating in the corporate world can be just as challenging. Toxic clients, not only drain your energy, but also your creativity and self-worth. Every leader knows that at some point, further collaborative efforts do not make sense anymore with such clients. However, it's very important to end it in the right way. Smaller companies and freelancers are especially under a lot of pressure in that regard, as maintaining their reputation and network is crucial. Laika also has plenty of experience with this sort of issue. In the past, there have been instances where there was no other solution other than ending the cooperation. And as hard as it was, it was worth it. Here, you can find some tips from the Space Dogs on how to deal with these stressful situations in an effective and positive way.
First things first: Are you sure?
Making a decision which involves one's financial situation is more than difficult, especially in times of economic fluctuation and uncertainty. But there are some aspects to consider when considering ending a professional relationship. Ask yourself these questions:
Communication style. Did the way they communicate with you change? Is the tone of voice frequently “off” or are the clients straight-up rude?
Ungratefulness and constant non-constructive critique. Are you doing the work requested, but nothing ever seems good enough? Even after endless extra hours—is it still not good enough?
Disagreements on fundamental ground rules. Though it is normal to not always see eye-to-eye, if that seems to be always the case, you should ask yourself: are our goals and visions aligned?
Honesty is in the air
State issues honestly when they arise. This way you can give your clients and your relationship a chance to improve. This is not only respectful, but also simply fair, as everyone deserves a chance to get heard and have the chance to change. A heads-up in nitty-gritty situations like these is well appreciated… after all, wouldn't you want and expect the same? If there seems to be no solution and no changes, it might be inevitable to end the partnership. In the long term, it’s probably the best decision for you, but also your client. And don't worry if you are filled with doubts, this is completely normal.
Preparation is key: Contracts and exit dates
Be prepared before having “the talk” with your client. Knowing and understanding all the legalities is of utmost importance in issues like these. Carefully review your contracts to avoid any legal consequences. Exit dates and the notice period should especially be kept in mind. Secondly, prepare what you are going to say. During (professional) break-ups you may be nervous and forget important things, writing down key aspects beforehand will help a lot. Mentioning specific past situations, would be a good addition. This way, the client might gain a better understanding of where you are coming from, and you can end things on good terms.
Transparency, respect, and professionalism
Having “the talk” can be tough. But don't let that stop you. Keep in mind these three key pillars of a professional break-up, and you should be good to go!
Transparent communication is key. Nothing is worse than leaving with open questions. Explain why the break-up is best for both parties.
Respectful manners. Even though the most respectful way to break-up is in person, this is not always possible. But an online meeting or phone call is definitely more respectful and considerate than ending a (long-term) professional partnership via email.
Professional language. During “the talk” you should always take the high road. Do not get into unnecessary arguments or point fingers. Speaking from the “I/we perspective” is very helpful in these situations. For example, “We believe that …” Avoid talking from the accusatory ‘you’ tone, such as “You never gave us enough feedback.”
Finally: A smooth takeoff
Though all good things must come to an end, sometimes it may be hard to let go. Reassure yourself by keeping your motives and reasoning for the break-up in mind. But also consider it as a reinvestment in your business. Whether your colleagues are happier or you finally have more time for more rewarding clients, many good things can arise from the end of a partnership. Use the time to explore the comms cosmos for new challenges and adventures. Keep your eyes and ears open, without getting discouraged. After all: there are plenty of fish in the sea (not just in dating, but in the corporate world as well).