'Breaking up' with a toxic client is hard to do. You have resolved to get them off your 'books,' they are not worth the emotional stress, time or money, but you just can't seem to cut the cord.
"How do I actually do it?" is the question most often asked by my Client Retention Program clients. There are no pat answer, but there are effective ways to politely break off the relationship.
Prepare for the conversation by scripting the main points you want to make, be seconded on the phone or in person with someone who is on your side and stick to the facts.
In preparation:
1) Review the contract: Were the terms and conditions met by both parties? If there is a discrepancy on your side, can you fix it quickly to meet the terms of the contract? Prepare your conversation by stating how you met the terms of the contract.
Ex: Deadline request was met on such and such date as stated in statement of work.
2) Know your facts: During difficult conversations with difficult clients, nothing speaks louder than facts. What are the relevant facts that can be discussed to bring the relationship to positive closure?
Ex: Client was non-responsive to phone calls or emails. State directly the dates of those phone calls and emails to show the lapse in response from their point of contact or other personnel.
3) What business result do you want by terminating the relationship? Determining the outcome that is aligned with your business objectives helps keep you on a steady course. Ugly clients often throw you off to give them a form of control, especially if they begin to realize their culpability.
Ex: Objective is to recoup lost revenues, but client refuses to pay anything as they don't see how your services helped them.
What gives you strength during these conversations is being 'seconded' by someone on your side. A semi-neutral person who understands your business, is briefed on the facts and can interject reason in the discussion should it get heated.
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