{"id":7816,"date":"2021-07-14T13:00:00","date_gmt":"2021-07-14T18:00:00","guid":{"rendered":"https:\/\/getflywheel.com\/?p=7816"},"modified":"2023-02-28T15:20:57","modified_gmt":"2023-02-28T21:20:57","slug":"how-to-drop-a-client","status":"publish","type":"resource","link":"https:\/\/wpengine.com\/case-studies\/resources\/how-to-drop-a-client\/","title":{"rendered":"When and How to Drop a Client"},"content":{"rendered":"\n

Here’s a scenario that may sound familiar:<\/p>\n\n\n\n

You\u2019ve got a great project with an exciting new client. You agree on the project scope, you get started, but then, suddenly, everything falls apart. You can\u2019t seem to find common ground or a way forward, and your once-exciting new project is now on the rocks. <\/p>\n\n\n\n

So how do you know when it’s time to move on from a client relationship that’s just not working out? And what’s the right way to do so while staying on relatively good terms with the people involved? <\/p>\n\n\n\n

When to Say, “This isn’t Working Out.”<\/h3>\n\n\n\n
\"a<\/figure>\n\n\n\n

There are a variety of situations that might make you consider parting ways with a client. Let’s take a look at a few of the more common scenarios.<\/p>\n\n\n\n

What you Offer isn\u2019t What the Client Needs<\/h4>\n\n\n\n

A designer was working with someone they liked a lot. They extended the work they were doing together because they clicked personally. But eventually, they wandered into territory that the designer was grossly underqualified for and had no interest in pursuing. The client simply didn\u2019t want to do that work anymore, but the designer couldn\u2019t, in good conscience, continue getting paid to do something they weren\u2019t good at. So the designer had to walk away and suggest that the client find someone else to help them. They were able to part ways on good terms.<\/p>\n\n\n\n

The Client Changes the Agreement<\/h4>\n\n\n\n

We\u2019ve seen this scenario end very well and very poorly.<\/p>\n\n\n\n

For example, a freelancer was hired to do a specific task for an agreed-upon hourly rate. When the client discovered that the project was taking longer than anticipated, he suggested a rate that was half as much. Wanting to please her client and finish the project\u2014and feeling responsible for the extra time it was taking\u2014the freelancer agreed. In the end, she had undercut herself, got frustrated, and took it out on her client. It was a mess and it ended badly.<\/p>\n\n\n\n

A different freelancer had a similar scenario. He provided his service and the deliverables as agreed. Then the client asked for more deliverables. He calmly and honestly explained that he\u2019d have to do more work for the additional pieces, so he\u2019d have to charge more. That client understood and said she\u2019d use what she had for now, and they could arrange something else if she still needed more.<\/p>\n\n\n\n

The Client is Art-Directing<\/h4>\n\n\n\n

A designer had come up with a few concepts for her client, and the client wasn\u2019t super pleased with any of them. They finally chose one and then gave the designer a list of edits they wanted to make. She made some of the edits and advised against others based on her expertise as a professional designer. They argued, and she relented.<\/p>\n\n\n\n

Sometimes you suck it up and just let bad design get birthed into the world. You just don\u2019t publicize it in any way. As long as the client\u2019s goals are being achieved, you\u2019ve accomplished what they expected you to do.<\/p>\n\n\n\n

But in this instance, the client\u2019s goals weren\u2019t being achieved, and the designer simply couldn\u2019t put her name to the project.<\/p>\n\n\n\n

You just Can\u2019t Satisfy your Client<\/h4>\n\n\n\n

Legally, you only have to complete as many concepts as you\u2019ve outlined in your contract. However, many designers would tell you that they’d give at least one extra, maybe two, as an act of good faith.<\/p>\n\n\n\n

But, as you\u2019ll know, after you\u2019ve completed X number of unsatisfactory concepts, that client satisfaction is just not gonna happen. Something has misfired in your communications, and you are clearly not on the same page. Either you start from scratch and go back to the research phase, or you cut your losses. The path you choose depends on the overall tone of the project: If your client clearly doesn\u2019t respect what you\u2019re bringing to the table, it might be time to walk away.<\/p>\n\n\n\n

What to do When You\u2019ve Decided it\u2019s Time to Move On<\/h3>\n\n\n\n
\"a<\/figure>\n\n\n\n

If you\u2019ve examined your current client scenario and determined that you do in fact need to cut ties, make sure you\u2019re covering each of these steps as you say goodbye:<\/p>\n\n\n\n

1. Be Respectful<\/h4>\n\n\n\n

Never insult your clients. Even if they\u2019ve insulted you. Remember: You are a professional; act like one.<\/p>\n\n\n\n

2. Explain where you\u2019re at in the Project and Offer Options for Proceeding<\/h4>\n\n\n\n

Be clear about where the project has stalled. For example: \u201cThe bid was $X, and you\u2019ve paid a 50 percent deposit of that. We agreed on three concepts with up to two rounds of revisions. So far, I\u2019ve completed five concepts and two rounds of revisions.\u201d<\/p>\n\n\n\n

You could offer two more concepts with stipulations for what communications you need from them, and they\u2019d pay $Y more for those. This makes it clear that you\u2019re not doing any additional work for free.<\/p>\n\n\n\n

If they aren\u2019t interested in that option, here\u2019s your line: \u201cI\u2019m very sorry that things haven\u2019t worked out. I always hope that I can meet my client\u2019s needs.\u201d<\/p>\n\n\n\n

3. Just Explain that you\u2019re Leaving, in the <\/h4>\n\n\n\n

Simplest Terms<\/h4>\n\n\n\n

Don\u2019t blame and don\u2019t take all of the responsibility. Use \u201cI\u201d language. \u201cIt\u2019s become clear to me that this situation isn\u2019t working out. We don\u2019t seem to be finding common language to move forward, and I don\u2019t feel like I\u2019m going to be able to help you find a workable solution. I think now is a good time for you to pursue a different designer, who may be able to better meet your needs.\u201d<\/p>\n\n\n\n

4. Talk about Money<\/h4>\n\n\n\n

You have options here, too. You could tell them that you\u2019re not charging for the second half of the payment, even though you put in more time than you\u2019d bid for.<\/p>\n\n\n\n

If they demand that you return their deposit, you can choose whether you\u2019d like to relinquish a small part of it in good faith. But you should know that it probably won\u2019t change their opinion of the way the project has gone.<\/p>\n\n\n\n

If you\u2019d rather not return any of the project\u2019s deposit, here\u2019s an alternative: Explain how many hours you\u2019ve put in, clarify that it\u2019s above and beyond what you bid for, and add a line about how you\u2019ll let them determine what payment above the deposit amount they believe is fair.<\/p>\n\n\n\n

This can be risky because you don\u2019t know how they\u2019ll react. But it\u2019s also a statement. It definitely lets them know that you won\u2019t be returning any of their deposit (which they shouldn\u2019t ask for but sometimes do). It also reiterates that you\u2019ve put real time and energy into this project.<\/p>\n\n\n\n

How to Avoid Getting a Client to this Point<\/h3>\n\n\n\n
\"two<\/figure>\n\n\n\n


Obviously, it\u2019s best to avoid having to fire a client. Here are three tips for setting yourself up for success in the first place.<\/p>\n\n\n\n

1. Refine your Communication<\/h4>\n\n\n\n

Communication is the single most valuable asset in any relationship, including client relationships. So be open, honest, and humble. Ask questions along the way to make sure you\u2019re all on the same page. \u201cLet me check my understanding,\u201d is a borrowed phrase that constantly comes in handy.<\/p>\n\n\n\n

Consider that errors in communication might be your fault rather than immediately blaming your client. Were you as clear as possible? How can you improve clarity?<\/p>\n\n\n\n

If you suck at communication, invest in a workshop or audit a college course, or seek out some coaching. This is a life skill that you need to excel at.<\/p>\n\n\n\n

2. Get the Kinks in your Onboarding Process Worked Out<\/h4>\n\n\n\n

Your onboarding process will improve with time, but spend time and effort refining it\u2014it\u2019s worthwhile to have it in place and working.<\/p>\n\n\n\n

3. Make sure your Contract is Clear<\/h4>\n\n\n\n

You\u2019ve heard this a lot, but it bears repeating: Get a signed contract that clearly outlines your scope, the number of concepts you\u2019ll provide, and the number of revisions your client can expect.<\/p>\n\n\n\n

Your contract is the agreement you can come back to when you need to settle an argument (and it doesn\u2019t hurt that it\u2019s legally binding). But you need to bring it up tactfully, and you can\u2019t keep playing the \u201ccontract card,\u201d so reserve it for as long as possible.<\/p>\n\n\n\n

With that in mind, you\u2019ll be able to keep most of your clients happy and their projects moving forward smoothly. But when a project can\u2019t be salvaged, and there\u2019s little respect for your expertise, remember that sometimes it\u2019s worth it to just cut your losses.<\/p>\n\n\n\n

\n\n\n\n

Manage Client Conflict like a Boss<\/h2>\n\n\n\n
\"a<\/figure>\n\n\n\n

As a web designer, you want to push the limit with your designs in order to create something innovative for your clients. But clients can instinctively feel resistant to new ideas and trends, as the unfamiliar is scary and it\u2019s very common to experience some conflict during a website design project.<\/p>\n\n\n\n

While it may seem easier to stick with a \u201csafe\u201d design and avoid these client conflicts, it\u2019s not worth it. By following a few steps before and during the design process, you can create out-of-the-box designs and that set up a win-win scenario with your clients.<\/p>\n","protected":false},"excerpt":{"rendered":"

You never want it to happen, but sometimes you have to drop a client. Here is how to do it. \t\t\t<\/p>\n","protected":false},"author":1,"featured_media":140997,"template":"","resource-topic":[908],"resource-role":[895,906,897],"resource-type":[916],"class_list":["post-7816","resource","type-resource","status-publish","has-post-thumbnail","hentry"],"yoast_head":"\nWhen and how to drop a client, without ruining relationships<\/title>\n<meta name=\"description\" content=\"Is it time for you to cut ties with your most challenging clients? Find out when you should step away, and tips for how to do so tactfully.\" \/>\n<meta name=\"robots\" content=\"noindex, follow\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"When and how to drop a client, without ruining relationships\" \/>\n<meta property=\"og:description\" content=\"Is it time for you to cut ties with your most challenging clients? 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