How to Fire a Client (Without Killing Your Business)

It may be rare, but when an uncooperative, unresponsive or just plain difficult client begins sucking up significant time, resources and patience, it may be time to cast them off.

What’s the best way to fire a client without making them feel rejected or spreading negativity about you and your coaching business?

“Once I’m at that point, I’ll ask if they’re satisfied with their progress and pace, and ask how they think we’re doing,” says Bob Cohn, an associate with The Lattitude Group, the consulting firm in Greensboro, North Carolina and a business coach who resides in Cross River, New York. “I’ll say, ‘I’m not satisfied that you’re getting what you want. I don’t think I’m the right coach for you. I know a coach who may be a better fit. Let me make the introduction for you,’” he continues. “You don’t ever want to send someone away feeling rejected; it has to be done delicately and responsibility,” Cohn adds.

It’s often better to assess potential clients and refer them to someone else if your “Spider-sense” kicks in and/or red flags are present.

“It’s always hard not to accept an engagement, but there are some people you just can’t please,” says Dr. Beth Ross, a certified career and executive coach in New York City.  Her red flags include inappropriate behavior, a combative attitude, haggling over fees, undue comparisons with other coaches and inappropriate questions such as asking if you have job contacts you can refer them to. “These often mean they have no idea what coaching is all about,” she says.

“You need to be clear with yourself about who you really want to coach,” says Dr. Paul Ward, a consultant with Conner Partners of Atlanta and a professional life coach who splits time between Mahopac, New York and West Palm Beach, Florida. After an initial conversation with one potential client, he realized that individual needed a conversation partner, not a coach. When wrestling with a difficult client, use a coach’s coach to role play and determine whether it’s the client or perhaps a bit of arrogance on your part, Dr. Ward adds. 

“I only work with clients once they’ve filled out a website questionnaire, completed a complimentary phone consultation and we’ve both agreed that it’s a good fit and the client is ready for coaching,” says Amber Rosenberg, a certified life coach practicing in San Francisco.

This can help weed out coaching style mismatches. If a problem arises later, she’s direct in saying, “I notice this coaching relationship may not be serving you, what are your thoughts?” or “I get the sense you may be better served by another service provider,” Rosenberg says. “If we’ve done a good job of designing our relationship from the beginning and making everything transparent, it’s usually clear to both of us that it isn’t a good fit,” she adds.

As for the risk of reputational damage once a client’s been given the boot, “I don’t worry about reputational risk,” says Marshall Brown, president of Marshall Brown & Associates and a certified executive and career coach in Washington, DC, who has only fired two clients in 12 years. “I don’t look at it as being about me,” he says. It’s about meeting the client’s expectations and satisfying their needs. “If I’ve done everything the way I should have, then I don’t worry about it.”