Top 3 Ways to Fire the Client From Hell*

A large part of my practice is creating strategies to help professional service firms fire their "Ugly" clients. When seeking the payment of an outstanding invoice, it is better to be "two on one." It keeps the focus on getting a check versus a disintegration of the conversation. Having played the role of the 'second' for my clients, I find these tips dead on.

Re-printed from an article at InsideCRM.com*

1) The one who's never satisfied: Even if you come in under budget and over-deliver, this client just isn't happy with your work. He may have something in his mind that he just can't communicate to you, and when you don't deliver this idea that lives in his head, he's disappointed.

How to get out: Ask the client to clearly describe or sketch out what he's looking for, or even send you an example. He may want a product that looks like his friend's, but he's afraid to say so. If you're already done with the project and you've done a great job, don't sweat it. Make it clear to the client, citing any agreements that you've made, that you conformed to the scope of the project and delivered exactly what he asked for.

2) The client who wants you to be something you're not: Some clients have a clear idea in their heads of what they’d like to see from your work. Often, this is good news, but if their specifics don’t line up with the way you like to operate, you may end up butting heads.

How to get out: To reason with this client, you can explain why you prefer to do things the way you do. After all, you're the expert. If he simply doesn't understand or refuses to accept your methods, it's time to cut ties. Explain to him the problems that his requests create for you and let him down easy.

3) The know-it-all: The know-it-all thinks he understands how to do your job because last weekend, his cousin showed him the basics of the computer program you use. Of course, he doesn't realize that he needs your expert skills to use this tool to do the things he really wants to do. He'll tell you exactly what to do and how to do it, turning you into a production house instead of letting you do what you do best.

How to get out: First of all, do your best to remove any references to your name or company on work you've done for this client. Why? Because he'll probably try to tinker around on his own and completely mess up your work in the process. Then, stop the project, get caught up on invoices and give him whatever you've done so far. He'll probably hand it off to his cousin to see if he can finish it.

Strategies for Growth works with service companies on creating Client Retention Programs designed to convert Bad clients to Good and fire the Ugly with an eye on increasing the bottom line. 

*pending reprint approval from InsideCRM.com from their article "Top 10 Ways to Fire the Client from Hell."