Breaking up is hard to do and that applies to professional relationships as well as personal ones. But there are times when it is best for your business to cut ties and fire a client. Some clients are so problematic – unreliable, cancel last minute, show up late -- that the revenue that comes from providing them with service is no longer worth the frustration and stress.
The problem may not necessarily stem from a client’s attitude; they also may not fit the business model of your spa or massage practice. For example, if your appointment calendar has few open spots for new clients, you might need to consider parting ways with clients who are unprofitable because they require little service yet take up a weekly spot.
While firing a client can cause uncertainty since you may experience a loss of revenue for the short term, in the long run you free your calendar for clients who are a better fit for your business and who are potentially more profitable.
Reasons to fire a client
The following types of that clients can cause your spa or massage practice stress or are unprofitable.
Chronic complainer: Do you ever feel drained at the end of the day because you had to deal with complaining clients. They are never satisfied and can be demoralizing to you and your staff. Complainers are not only bad for your morale; they can be bad for your reputation. You want to provide service for people who genuinely appreciate what you do and convey their appreciation in person and in online reviews.
Disrespectful or rude: Client rudeness can show up in a variety of ways. Clients may be argumentative about the policies of your spa or massage practice, such as a late cancellation fee or a charge for a missed appointment. They may ask for special treatment and then get angry when you decline. They may insult you or your staff and threaten to write a negative review.
Controlling: There are clients who try to micro-manage the session. While a collaborative relationship with a client achieves positive outcomes, some clients may disregard your expertise and try to direct how the session should go. You can try to explain why your recommendations may be best to achieve the desired results, but a difficult client wants things done their way. Clients who think they know better do not respect your professional expertise.
Wants to negotiate: There are clients who always try to negotiate fees. They do not value what you have to offer, and so you constantly must justify your prices. If they do not value you now, they never will, and you will constantly be justifying the work you do and the prices you charge.
Chronically cancels last minute: Be upfront. It is completely reasonable to remind the client that you are a small business and the habit of constantly cancelling is creating problems. You cannot fill in an appointment at the last minute which means a loss of income. The alternative is to ask the client to prepay for appointments. It is unlikely this type of client will agree.
Wants more for less: Do you have a client who is constantly asking you to do more during the session but expects to pay less? Once or twice is reasonable, but when it becomes their ‘modus operandi,” it is time to say goodbye. This type of client is not profitable for your business.
Does not pay on time: You have heard the expression, “Fool me once, shame on you. Fool me twice, shame on me. That sums up the situation with clients who for whatever reason cannot pay at the end of the session.
Will not listen to advice: If you are spending time with clients who waste your time because they are not willing to listen to your advice, best to cut bait. These will be the ones that will constantly question what you are doing and wonder why they are paying you. You cannot help those who do not help themselves.
How to fire a client
Once you have made the decision to fire a client, manage the situation professionally and without emotion. When it comes to how to fire a client nicely, here are guidelines.
Have the conversation in person and in private: While it might be easier to send a text or email, a face-to-face conversation indicates you have respect for the person. It also creates less opportunity for miscommunication. When you speak directly with the client, you can more fully explain your position, which prevents misinterpretation. Ideally, you have a place in your establishment that enables you to talk with the client privately.
Be mindful of your words: It is key in how to fire a client to use the right words. When you have a conversation with your client, do not assign blame, which means being neutral in your choice of words. The goal is to avoid being critical and getting on the defensive. You can say that you feel servicing the client is no longer a good fit, offering that you have decided to take your business in a new direction regarding services and clientele. You could also say that the client’s needs demand an increasing amount of time and attention that is making it difficult to meet other client commitments.
Convey concern about their needs: When you are thinking about how to fire a client nicely you want to convey that the breakup is really in the best interest of the client. Your professional opinion is that another service provider can better meet their specific needs and preferences.
Referral: You may want to suggest other providers you think would be a better fit.
If you have made the decision to fire a client, prepare for the conversation and aim to end it on amicably. You may have concerns about the risk to your bottom line in the short term, but remember when one door closes, another one opens.