It’s Okay to Fire the Client

I have fired clients.

Not many, but over the years there have been a few times when I realized the relationship just wasn’t working anymore.

One of the most memorable was an elderly gentleman who would call me at all hours whenever his internet went out.

“My website is down!”

I’d check. The website was fine.

“Can you get to any other websites?”

No.

“Can you see it on your phone?”

Yes.

Eventually, we would determine—again—that his internet was down. Not his website.

I tried to be patient. I tried to explain the difference. I tried to help. But eventually, the amount of support he expected went far beyond what I could reasonably provide.

So I helped him find another hosting provider and gracefully exited stage left.

Recently, the tables turned.

I was the client who got fired.

And if I’m being fair, there were probably several reasons.

I complained about the customer service. I questioned the marketing plan. I asked for numbers showing whether the marketing was actually producing results. I even requested a sit-down with the boss.

That meeting produced some short-term improvements.

Long term? Things actually seemed to get worse.

And yes, I was probably starting to look like the client who might eventually leave a bad review.

Then came the breakup.

Not with a conversation. Not with a phone call.

I basically got dumped by text, like wow that really happens! I’m

Was I a little taken aback? Absolutely.

But after thinking about it, I also understood the business decision.

Sometimes a client expects something you simply aren’t able—or willing—to deliver. Sometimes communication has deteriorated. Sometimes expectations don’t match reality. And sometimes both sides are spending far too much energy trying to make a business relationship work that clearly isn’t working.

At that point, ending the relationship may actually be the smartest thing for everyone involved.

The lesson for me isn’t that businesses should never fire clients.

Sometimes you absolutely should.

But how you do it matters.

Have the conversation. Be professional. Explain that you don’t believe you’re able to meet their expectations. Help make the transition as smooth as reasonably possible.

Then gracefully exit stage left.

Because sometimes firing a client isn’t bad customer service.

Sometimes it’s recognizing that you’re no longer the right business for that customer—and having the courage to say so.

And apparently, sometimes I’m that customer!