Hundreds of her clients only use her services once a year. They expect champagne service on a beer budget. Worse yet, they pull her attention away from the people she works with regularly. After some soul searching, she decides they have to go. Her business is running her—and that’s not working.
From time to time—and for myriad reasons—service providers need to let a client or class of clients go. As with any other difficult conversation, there is a right way and a wrong way to make that decision.
Here is a 6-step plan I’ve put together to help ease into that painful, yet honest, conversation:
Step 1 — Be methodical when making the decision
Snap judgments can feel good in real time. But many regret the actions they take in the heat of the moment. So, if you’re thinking of leaving a client, ask yourself why. Why is it that you’re even contemplating the decision? He doesn’t fit your business model anymore? Does he take time away from more important work? He just brings you down? If you answer “yes” to any of those, it’s time to act. Once you have clear criteria, you have something to make an accurate evaluation.
Step 2 — Ask yourself if the relationship is finished or fixable
After you’re clear about what you want and what type of client fits the bill, it’s time to decide if the relationship is finished or rehab-able. Can whatever it is the client does (or doesn’t do) be fixed? Can the relationship be rehabbed through a reevaluation of the fee structure?
Step 3 — Determine if you can make a clean break or find an alternative
When a client’s behavior is perfectly fine, but is no longer a fit, sending them in another direction may make sense. But you must be clear you’re out of the picture and not a go-between for managing a new relationship, i.e., if something goes wrong, you cannot be involved.
Step 4 — Choose the right time
When you split can be as important as how, i.e., timing is everything. When possible, provide ample warning.
Step 5 — Keep your message short and direct
When you break the news, keep your explanation brief. Depending on the reasoning, your messaging may be different, but the goal is the same.
Step 6 — Stand firm and stay calm
Some people take a split well; others don’t. No matter the reaction, stay calm and stick by your carefully reasoned decision. No matter the reason, splits are rarely fun. But once they’re over, they can free you to tackle new challenges and do the work that makes you happy.
Kate Zabriskie is the president of Business Training Works Inc., a Maryland-based talent development firm. She and her team help businesses establish customer service strategies and train their people to live up to what’s promised. For more information, visit www.businesstrainingworks.com.
Comments