subject: How to Fire Your Client - Without Burning Bridges [print this page] If you're a consultant, you know that your reputation is critical to your success. But what happens when you find that difficult client? How do you handle when the relationship is going south? How can you gracefully exit the relationship without harming YOUR valuable reputation?
Strategy #1: Be the First to Offer to Exit
First and foremost, remember that you are there to help them. If you find you can't deliver what they expect, don't push it. If you are a good consultant, you will sense their disappointment. You must be the first to offer to exit the relationship. You can say something like: "I have a feeling you're not happy with the result. I have a strong commitment to having satisfied customers and if this isn't working out, let's nip it in the bud and move on."
This allows an easy exit for the client, and you will have his respect by recognizing early on that it's not a good fit.
Strategy #2: Exiting the "Dysfunctional Family"
All companies employ people that come from a variety of dysfunctional families. You, as the consultant, must understand that everyone has issues that causes dysfunction in the workplace. As a consultant, it is hard to see companies operate in a way that impedes their own growth. If you find yourself somehow trapped in some political issue, the sooner you get out of it the better. I know of one consultant that said "I see you have some internal issues to work out so you can achieve a clear vision of your success. I'll back out for a little while and see how things are going in 6-12 months."
Strategy #3: When all else Fails
Lie. Tell the customer you have a new client coming on board and will have to reduce the number of hours with them. Offer some ideas on how you can get your work done and transition to another consultant or an internal employee.
Strategy #4 The Ultimate Strategy: The Difficult Client Rate
Always have an "asshole rate". That's the rate you charge for the clients that cause you grief, but can't get rid of them. Make sure it's at least 25% higher than your standard rate and every time you start to have an issue with your client, just smile keep thinking about that bank account.
