Late last fall, Colleen Coplick, founder of Type A Public Relations in Vancouver, British Columbia, and a member of the Entrepreneurship & Small Business group posed the following challenge to fellow members.
"I have a client with amazingly high expectations, despite my repeated attempts to manage those expectations. The relationship is just not working, and after three months of trying, I've realized that it's just not a good thing. It's causing more stress for both of us. What is the best and most tactful way to fire a client?"
Here's what CoF members had to offer in terms of advice, experiences, and ideas.
"Tell them you started working with a huge client, and do not have the time for them. You do not have to tell them that the client is yourself-- and the time your own." -- Russell Evans
"Treat them as if you're firing an employee who just isn't getting the job done. Very tactfully say, 'We've tried and tried, and I don't think I can make this work.' I'd also offer a couple of suggestions of companies to help them fix their problem." -- Michael Neely
"Only you can decide on the metric that triggers the choice to end a relationship with a client. Before you fire them, be clear about the expectations that were originally set in place." -- Peter Rees
"Be honest. You can do that by focusing on the client, not yourself. Give them contact information for colleagues who might not mind working with that type of person. If the client is really difficult, give them the names of your competitors." -- Ellen Kaplan
For more information about the Company of Friends, visit the Web (www.fastcompany.com/cof). For CoF event and activity listings, check out the CoF calendar online (www.fastcompany.com/keyword/cofcalendar).
