How to tactfully fire a client?

[lindyanne]

That's tough. Maybe his wife knows how much of a PITA he is lol. I know you've said you've talked to him before - how stern have you been? Are the things he's asking you to do things that you would do to get paid more or not things you'd do at all?

[Laura Palmer]

I think all you can say is that you may not be the best provider of services given the level of support he needs. Make a few recommendations if you have any, and wish him the best.

[Deleted]

I try not to directly fire clients... I typically quote them a rate for new work that I know they will not accept so then they say "Oh I'm sorry but I need to find someone less expensive." Fine by me and easier/more tactful than outright firing someone.

I did recently have to fire a client who was similar to yours--rude, demanding, totally outrageous. He actually confronted me about how I had not been meeting his ridiculous demands via a phone call and I calmly explained to him my business's policies regarding the demands he was making (basically demanding a job to be completed on a rush schedule but refusing to pay a rush rate). I ended the call with "Okay, I will turn X around to you by Z date," did it, then billed him. When he came to me with more work I just turned it down saying "Based on our conversation in August, I don't think my availability matches your needs, and I'm not the right person for this job."

I typically do NOT give clients like this a referral to another person in my profession because I like and respect my colleagues and don't want to pass a shitty client along to them.

[aurora]

I think raising your rate above what you think he'll pay is the safest option, but I do think you'll lose his wife as a client no matter how you do it.

[vanillacourage]

You don't "have" to fire her.

I would just tell him that you don't feel you're a good fit for his needs anymore, given your current capacity and the amount of work to be done on his projects. I'd offer to give him recommendations (not anybody you like, lol) and work out a transition plan with the new service provider of his choice.

[limey]

I wouldn't fire him, but I would tell him you don't think you are able to meet his needs at this point.

Obviously, you'll lose his wife as well, but it sounds like that's a small price to pay.

[ECB]

Jan 2, 2013 13:07:35 GMT -5 vanillacourage said:

You don't "have" to fire her.

I would just tell him that you don't feel you're a good fit for his needs anymore, given your current capacity and the amount of work to be done on his projects. I'd offer to give him recommendations (not anybody you like, lol) and work out a transition plan with the new service provider of his choice.

All of this. And let the wife contact you if she wants to end her contract too. But she might be perfectly aware of the issues and may not care that you don't support him anymore.

[dexteroni]

You don't need to have "discussions" and concern yourself with whether or not it "gets through." You're not this guy's parent, you're a business associate. Just send an email like this every time he asks for more work: "I got your message about the additional work. Since I've already completed the hour of support included in our contract, I've included an agreement for additional services. Once you sign and return the agreement, I'll get started on the work." Then the ball is in his court - if he wants you to do the work (and pay you for it), he can sign. Otherwise he can find someone else to do it.

At my work we had brief one-page agreements for additional services. It stated the scope, price, and a few small legalities. It was clearly an amendment to a master agreement, and not a new project on its own. And it was handy because any of us "professionals" could dash one off and not have to wait for legal to churn it out.

And don't fire his wife; let her make the decision. She might be tired of her asshole husband jeopardizing her relationships, business or otherwise, and may decide to stay with you. Don't make the decision for her.

[mokes]

Jan 2, 2013 13:37:08 GMT -5 dexteroni said:

You don't need to have "discussions" and concern yourself with whether or not it "gets through." You're not this guy's parent, you're a business associate. Just send an email like this every time he asks for more work: "I got your message about the additional work. Since I've already completed the hour of support included in our contract, I've included an agreement for additional services. Once you sign and return the agreement, I'll get started on the work." Then the ball is in his court - if he wants you to do the work (and pay you for it), he can sign. Otherwise he can find someone else to do it.

At my work we had brief one-page agreements for additional services. It stated the scope, price, and a few small legalities. It was clearly an amendment to a master agreement, and not a new project on its own. And it was handy because any of us "professionals" could dash one off and not have to wait for legal to churn it out.

And don't fire his wife; let her make the decision. She might be tired of her asshole husband jeopardizing her relationships, business or otherwise, and may decide to stay with you. Don't make the decision for her.

Agree with all of this. I would have him sign an addendum for anything work outside the original scope of work.

What's the term of your contract? Does it expire? If so, I'd probably just decline to renew at the appropriate time and explain you're not able to meet his needs any longer. If it continues for too much longer for you to bear, I'd give him the appropriate notice as per the contract, offer any refund he's owed (if any) and make transition plans.