When you have to “divorce” a client…

Don't do it...

Despite your best intentions you have probably found yourself in a position of wanting to get out of a gig. There are myriad reasons for this (slow pay, unrealistic expectations, misalignment of ideas) but it happens to every business at some point. When it’s time to say goodbye, honesty and authenticity are always the way to go…this will let you sleep at night, provide solace for you knowing that you treated your client with respect, and protect your firm’s goodwill.  So how do you protect your resources while validating your client?  No, don’t try the “it’s not you, it’s me” tactic. Most of us have been on both ends of that platitude and it stinks for all parties. Do the hard work of respectful disengagement:

• Talk in person if possible.
• Explain your feelings about the account when you started the work. Let them know that you were excited and appreciative of the work.
• Provide specific details about how the relationship is not a fit. But, and here is the key, use “I” statements. Instead of saying “your idea of design is not anything I want to put my name on” say it honestly but without diminishing them: “the vision for my firm includes a different design aesthetic and we are going to stay focused on that…”
• Lay out a plan to accomplish their immediate goals and then have some potential provider information for them for the future.
• No matter how contentious, send them a follow-up note and thank them again for their business. After all, they did have faith in you and surely you learned something from working with them.

Remember, an angry ex-spouse (uh, client)  has many communication tools at their disposal these  days, and your word is suspect when it is defensive. As a professional you have to honor every client’s value and disengage sincerely – you’ve worked too hard to allow one bad engagement wreck your hard-earned reputation.