How to Break Up with a Client

You may have recently seen our blog on whether or not to break up with a client. We got feedback that yes, deciding whether to break up can be a challenge, but navigating how to deliver that message can be even more tricky. This blog will unpack a few tips to support preparing for and navigating that polite, yet direct conversation.

Breaking up with a client takes planning and preparation. Here are some initial steps to consider: 

• Reconfirm the decision. Make sure the decision was made by the right stakeholders and followed your internal standards for escalation.  

• Consider any contracts or obligations. If you have a formal contract in place, be sure you work with the right legal/financial stakeholders to review what your contractual obligations are. Come prepared to honor those. 

• Decide who is going to have the conversation. You need to both consider who within the client organization you need to talk with as well as who within your organization should “own” this break up. If you have someone who serves as a key account/engagement manager, consider involving this individual (assuming circumstances of the breakup won't cause them additional discomfort). Also consider including someone from your leadership team. Difficult clients may not take the word of employees without a management title, sadly. 

• Draft a written version. This should not be sent until after the client has been informed directly (ideally in person or on a virtual call). Drafting a written version can help you to succinctly and professionally get your words down. It may also be needed to support your contractual termination. Regardless of whether it’s required, documentation is a must to accompany these decisions. 

  
  

Once you’ve taken these initial steps, set up a time to meet with the client to have this discussion. How do you communicate this message on this “break up call” effectively? Consider these tips: 

• Rehearse. While you don’t want to sound like a robot, you do want to be able to professionally and succinctly say what you’re trying to say. 

• Cut the pleasantries. Similar to conversations where you have to let someone go, starting with a lot of personal chitchat can be jarring if the main message is a difficult conversation involving a parting of a relationship.  

• Get to the point. One of the biggest pitfalls we’ve seen with companies navigating difficult conversation is lack of brevity. Be concise.  

• Have a transition plan. You may plan to finish out work or have a suggestion on an alternative resource/vendor for the client. Provide this at this time.  

• Express gratitude. Highlight a positive or two about the relationship and wish them well on their journey. 

  
  

With any communication during this transition period, keep communication professional and deliberate.

These conversations are never fun but are important to navigate. If you are looking for additional support to prepare before going into a challenging conversation, don’t hesitate to reach out!