Many of you may ask, who wants to lose a client? Although we try to please everyone as a business owner, some clients are just not a good fit. Here are some good and bad ways to cut the strings.

BAD: Block their email. This will only work if they have no other way of contacting you. Returned email leaves a very bad taste in one's mouth, so be prepared for some backlash.

GOOD: Email them and say that things are not working out between you. Be concise but clear about the termination. Offer a referral to another company that can handle their needs.

BAD: Don't return their phone calls. Some will get the hint, others will not. Remember, when you own your own business it is impossible to avoid conflict.

GOOD: Return the call. Instead of picking up the phone when you might be off guard, let them leave a message. Think carefully and take notes about what you will say on the call, then call.

BAD: Miss meetings and appointments. Not only is this rude, it is a waste of your clients time and resources.

GOOD: Be there. You owe it to your client to show up when you say you will show up. Make it through the meeting, then when the work is done, talk about the change you'd like to make in the business relationship.

In today's loose business climate courtesy is sometimes lost, and even the most basic of social obligations fall by the wayside. Be sure you are the one holding up your end, even when you are letting it go.

 

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Christine Emmick

Wall, PA

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