Breaking with a difficult client

Letting a difficult client go can be an uncomfortable process – but it has to be done

This morning, I had a call from someone who is now, finally, an ex-client – and probably an ex-friend as well. The conversation was difficult for both of us but by the end of it, there was a conclusion.

Despite the discomfort, it was vital that we had that conversation and stopped the project because otherwise we’d be carrying this unresolved business forward…probably forever

So what was the difficulty? This client is one of those people who wants a website she can add things to herself, but has no idea about the process required to make one or maintain one. We agreed that I would build a WordPress site for her.

After several months of trying, I realised that she was never going to get clear about what she wanted.  She changed her mind regularly and we couldn’t stick with one thing long enough for us to develop it properly. The end result is that she has a site, but it’s undeveloped – it’s the last in a series of false-starts. And even if it was complete, she still wouldn’t have the understanding required to use it.

I put in three or four times more time and work than the £400 fee I was paid, but eventually I had to call time on the project and tell her that it wasn’t in either of our interests to continue the process.  I offered to refund her half the money.

I felt it was the fairest solution considering the amount of work I put in set against her expectation of getting a website. I was also grateful that she brought her business to me when times were tight.

Looking back, I realise now that I shouldn’t have accepted her business in the first place – for her sake and for mine.

So how can you avoid it? I think it’s pretty simple. Next time you come across a client you shouldn’t work with, I believe that there will be a little voice inside you saying “Stop! It’s not worth it”

I didn’t listen to that voice. So make sure you do. And make sure that no matter how much you think you need the money, remember that you need peace of mind even more.

In today’s difficult conversation, both of us were working hard to be respectful, self-respecting and calmly assertive about getting our needs met. I’m proud of behaving that way in a difficult conversation – and I hope that she is too.