Freelancers everywhere cringe when you talk about firing a problematic client. Most solopreneurs keep such clients long after they should have given them a pink slip.

One thing that can help you know when to let go is to review a list of big no’s. When a client does these things, it may be time to tell them your relationship is ending. This list is not exhaustive, but it’s a good starting point for what you should tolerate.

1. Abusive Behavior

The 2023 Work in America Survey by the American Psychological Association found 31% of those who work with customers experienced verbal abuse in the past year. Extreme behavior aimed at staff should result in immediate dismissal of the client. Some examples include:

  • Using foul language.
  • Threatening you or your staff.
  • Screaming at the top of their lungs.
  • Pounding on the counter, desk or otherwise making physical motions that feel threatening.

If a person exhibits these behaviors, inform them you will no longer tolerate it. They will need to find another designer.

2. Time-Sucks

Every list of clients includes the needy one. They may be the nicest person you’ve ever met, presenting a stark contrast to the abusive client. Some ways clients eat up your time without you realizing it include:

  • Asking for endless edits.
  • Not asking for what they want the first time or changing their minds.
  • Chit-chatting about personal stuff for long periods.
  • Insisting on phone calls when a quick email or text could do the trick.
  • Failing to send you the material you need to complete the job until you ask repeatedly.

Time-suck clients wind up costing you money. They take a lot of your time and effort, which leaves less room for other customers.

3. Communication Issues

Every agency has niche areas they’re best at. When you try to branch into other industries, you may encounter communication issues. Excellent collaboration involves both sides working together toward a common goal.

When each group member brings their skills, you’ll accomplish more and reach greater heights. Ensure you and the client understand one another, and what the end goal is. An abusive client may be highly frustrated over poor communication, so fix those issues before deciding which relationships are on the chopping block.

While you should try to resolve any misunderstandings, if employees come to you with concerns over client behavior, listen to them. Talk to your staff about how they’re feeling about a client and take action if they are being abusive toward them. Heard and validated employees are happier and are likely to stay with a company longer, reducing churn.

4. Late Payments

Do you have a couple of clients who take forever to pay invoices? Waiting for a large payment can put smaller companies in a cash flow crunch. Anyone can forget a due date or misplace an invoice, but repeat late payments are a cause for concern.

Factor in how much time you spend sending reminders and touching base to see if the payment is coming. Talk to the client about the issue and how it puts you in a pinch. If they continue to pay late, you may need to let them go. Many factors come into play, but failing to respect your need for prompt compensation is an issue.

Keep Excellent Clients and Lose Difficult Ones

Certain clients can be the worst time drain on your business. You may know you need to fire one or more, but doing so can be taxing. How do you tell a customer you’re breaking up with them?

An abusive client is pretty easy to let go of, but what about the super nice one who is needy and takes up a lot of your time? Or the struggling business owner who isn’t paying you like they should?

Here are some words to fire a client with that may be a bit less hurtful:

“Dear Client Name,

We’ve enjoyed working with you for the past X months/years. Unfortunately, we won’t be able to continue the relationship starting on Month, Day, Year. We wish you the very best of luck moving forward and appreciate you.

Sincerely,

Your Name”

Keep your note short and to the point. If you say too much, the fired customer may try to argue to stay with you.

Remember you are making way for better paying or less needy clients so your business grows. You can soften the blow for clients you like by connecting with a new designer or other professional, and offering their services as a substitute. 

Should You Enlist Help to Fire Your Difficult Clients?

Many freelancers quit corporate jobs to strike out independently and have closer customer relationships. The thought of firing a client seems counterintuitive to them. If you can’t stomach the conversation, enlist the help of a third party to break the news. Hire a part-time business manager or assistant.

It is best if you can tell them yourself, though — the client took a chance on you and your business. They deserve to hear from you or your representative that you no longer want to work with them.