Dealing with difficult people is often an aspect of business most of us encounter. Over the years I’ve experienced situations that necessitated careful navigation. It’s become clear to me that nasty and unreasonable people need to go for the healthy running of my business.
As business owner, it’s good to know that we have the power to make decisions to protect ourselves and the reputation of our business by letting go of problem clients. I’m all for doing it professionally and tactfully, and while I’m no expert, below I’ve outlined what works for me.
Surprisingly, you can go for years without a care in the world, working hard to bring value to your clients, and then you’ll come across the odd difficult client. Dealing with them is easier when you’ve prepared well ahead of time.
Below is a list of behaviours can be unacceptable and disruptive.
Signs Of Toxic Client Relationship
- Abusive or disrespectful behaviour (may or may not include the use of profanity.)
- Unrealistic expectations (Doesn’t fully grasp what you do and expects miracles.)
- Complains or criticises constantly
- Blame Shifting (Not accepting responsibility)
- Chronic failure to pay on time
- Constant miscommunication
- Failure to respect boundaries
- Not respecting work hours, meeting times or response times
- Not respecting personal boundaries such as physical space, privacy and personal life
- They don’t take your advice – not valuing your expertise and going cheap rather than going with needs
- Lack of mutual respect
- Negatively impacts upon my productivity with constant disruptions
- Unreasonable demands or micromanagement
- Scope Creeping (Designers) – adding more work to an agreed upon project without adjusting budget or timeline. (Best to let them know up front that they will be invoiced separately for additional work not within your initial agreement.)
- Toxic Energy or Stress
- Unpredictable hostility or erratic behaviour
- Refuses to collaborate when collaboration is part of the agreement
- Goes for cheap and inadequate options, other than what is required to get the job done
The list goes on. It’s up to the business owner to draw up their boundaries.
Establish Crystal Clear Boundaries
To avoid misunderstandings and ensure smooth client relationships, small business owners really need to establish clear guidelines and safeguards sooner rather than later.
Here’s how:
1. Well Defined Contract Agreements
- Scope of Work: Clearly outline what’s included in your services and what isn’t to prevent scope creep.
- Revisions & Extra Work: Specify how many revisions are allowed and how additional work will be billed.
- Timelines & Deliverables: Set expectations around deadlines, required client input, and response times.
- Payment Structure: Detail deposit requirements, payment schedules, and late fees to ensure financial protection.
2. Strong Communication & Documentation
- Written Records: Keep track of agreements, discussions, and any scope changes via email or project management tools.
- Client Onboarding: Educate clients on how you work and what’s required from them to keep things moving smoothly.
- Regular Progress Updates: Provide status reports to keep clients informed and aligned with the project.
3. Clear Boundaries & Policies
- Availability & Response Time: Define your working hours and how long clients should expect to wait for a response.
- Managing Extra Requests: Explain how additional work outside the initial agreement will be handled and billed.
- Urgent Work Fees: Establish a premium rate for last-minute or after-hours requests.
4. Legal Business Protection
It is the sole responsibility of the website owner to ensure legals up to date and compliant.
- Terms & Conditions: Clearly state policies on cancellations, refunds, and ownership rights.
- Limiting Liability: Include disclaimers to protect yourself from unrealistic client expectations or misuse of your services. Use them within agreements and contracts.
5. Setting The Right Expectations From The Start
- Client Screening: Assess potential clients before committing to work with them to ensure they’re a good fit.
- Honest Communication: Be upfront about potential limitations or challenges to prevent unrealistic assumptions.
- Educational Resources: Provide FAQs, process guides, or videos to help clients understand how your services work.
By implementing these steps, small business owners can reduce conflicts, avoid unnecessary stress, and create smoother working relationships. By setting clear expectations and providing the client with all the necessary documentation, you’re able to better protect yourself should problems escalate to a legal level.
How To Let Go Of The Toxic Client
- Maintain Your Professionalism: Part ways in a professional manner and be respectful. Thank the client for their business explaining that you’re unavailable to continue the partnership due to (specific reasons).
- Provide Ample Notice: Give the client a time frame with ample time to find a replacement.
- Offer Alternatives: You might want to recommend another service provider or business who might be a better fit for their needs.
- Get Legal Advice If Required: It’s wise to consult a lawyer about difficult clients who disagree about payments, contracts or legal issues to protect your interests.
- Keep Records: Take notes of every Interaction and transaction, adding dates, time frames and specifics.
- Have A Script: Create an email script like the one below. You may want to elaborate on why you wish to terminate the working relationship. It’s totally up to you how you word it.
Email Script Example
Write a professional email similar to the one below, keeping the tone polite and respectful.
Subject: Moving Forward in the Best Way for You
Hi [Client’s Name],
I want to take a moment to thank you for the opportunity to work together. I truly appreciate the time and effort we’ve both put into [mention the project or service].
After careful consideration, I believe you would benefit from working with a provider who is better aligned with your current needs and expectations. My goal is always to ensure my clients receive the best possible support, and I feel that a fresh perspective may serve you better moving forward.
To make this transition as smooth as possible, here are the next steps:
- [Final Deliverables] – I will provide [mention outstanding work] by [deadline].
- [Pending Payments] – Any outstanding invoices should be settled by [due date].
- [Future Support] – If you’d like, I can suggest other professionals who may be a great fit for your needs.
This decision comes with your success in mind, and I genuinely wish you the best in your future endeavors. If you have any questions during this transition, I’m happy to assist within the agreed timeframe.
Thank you again, and I appreciate the time we’ve worked together.
Best wishes,
[Your Name]
[Your Business Name]
Conclusion
While letting go of a problematic client can be a difficult decision to make, it’s important that we prioritise looking after our business, its reputation and health, while caring about your own mental wellbeing. By maintaining clear boundaries and recognising when a professional relationship is no longer productive, you’re able to free up some time and energy to focus on the things that really matter, like growing your business and working with clients who value and respect your work.
Sandra Ciminelli
WordPress Freelancer
