When Enough is Enough, Letting a Client Go

Inevitably in every designer’s career there comes a point where you no longer feel that a client is a fit with your business. If you have never had to fire a client, there is sure to be a time when you will. This is unfortunately just a part of doing business that is pretty much unavoidable. Even the strictest screening of potential clients is not 100% fail safe. Organizations can restructure, move, or corporate cultures can change. I tend to look at the client / vendor relationship as a “team”. When one side feels the need to control the other, then usually this is the time where you decide whether the relationship can be salvaged or it‘s time to move on. But how do we handle this potentially awkward situation?

If you are in a similar situation chances are you have seen this situation coming for some time. Typically you should have some sort of mental game plan already. No matter what you have planned already, it is important to remember that above all you must remain professional, and not let anything get too personal. In these situations, it is very easy to take comments very personally and escalate an already tense situation with anger and emotion. In my experience with the situation, I have found the following tips to be helpful.

Preparing for the big “announcement”

• Review your contract. Make sure that you have kept your part of the bargain up to this point, or make sure you do before you let them know. Anything that you have not delivered on will become a huge point of contention when trying to collect any outstanding fees.
• Prepare any information that you will need to transfer to the client. Having any information or deliverables ready on the spot will allow you to quickly resolve the split without drawing out the process.

Delivering the bad news

• Be truthful but not hurtful. In my experience being as honest as possible will save you both time and aggravation. This however is not an excuse to be hurtful. Doing so will only give the client reason to tell everyone they know how much of a jerk you are.
• Don’t try to pass blame. In fact it is usually best to avoid conversations that would lead in this direction all together, as they usually just lead to anger and do not lead to a resolution.
• Be willing to reach a compromise. Do not go into the situation set on a single outcome. In order to successfully end the contract on as good of terms as is possible, you are going to have to give a little as well.

Post conversation

• Follow through on your promises, quickly. Basically do what you said you would, and do it in a timely manner. Even though you may feel like the client is no longer a priority, wrapping everything up as soon as is possible will save you from any possible future confrontations.

Other general tips to keep in mind

• Don’t just give it all away. Many designers are quick to just offer up all their deliverables in order to split as soon as is possible. In reality you should hold onto these items are leverage them as power within your negotiations. If you still have the clients brochures chances are they will pay your outstanding invoices.
• What if they ask for my working files? Sometime clients will ask for your working files in order to try and transition the work over to another vendor quickly. Don’t make the mistake of just giving these files to the client. Unless you contract states that these files are property of the client you should not just give these files away. Typically a buyout is offered, where the client pays a premium price set by you to obtain them.

These tips have served me well in the past, but like anything else only experience will help you through the process of letting a client go. If you keep your emotions in check, and remain professional most situations should play out without any horrific dispute. It is unfortunate when clients no longer align with your business but unfortunately sometimes this does happen. As a final warning, please keep in mind that these are only a set of guidelines, and dealing with people is a dynamic that can not be predicted.

If you have any stories or tips you would like to share, please feel free to post them in the comments below.