Divorcing Your Clients 101

Breaking up is hard to do, but sometimes customer divorce is necessary.

Breaking up is hard, but sometimes customer divorce is necessary.

Once in awhile The Wall Street Journal (WSJ) publishes an article I simply must save. This past Tuesday I came across one such write-up – It Just Isn’t Working? Some File For Customer Divorce – which outlined how to bid certain clients good-bye. I immediately cut it out and decided to share my find with you.

We’ve all had them – clients we keep in order to help make ends meet or perhaps to cull some prestige by writing for their revered journal. But, deep down you may have entertained thoughts of banishing one or more of your demanding clients in a bid to recapture your sanity or perhaps to shift your energies elsewhere.

One look at the latest unemployment figures and you toss those thoughts away, but should you?

Severing Relationships

Judging by what was shared in the WSJ article, now may be a good time to remove high maintenance clients by gingerly giving them your walking papers, especially if your contractual agreement is about to come to an end.

Think about this: did you let certain clients renegotiate terms over the past year or more to their favor? Perhaps not even directly, but by default. Heck, you were so busy trying to keep you head above water that you hardly noticed that the following was happening, at least right away:

Payment Tardiness – Who likes to call a client to remind them that their payment is past due? If they’re one or two days late, you can probably handle the inconvenience, but if that same client stretches late payments out to seven, even ten days or later, does that present a hardship for you?

Don’t think for a moment that your paying a credit bill late would be overlooked; you’ll be saddled with a $39 late charge and your credit rating could take a hit.

On Demand – We freelancers pride ourselves with our customer service. I’m inspired by the level of professionalism exhibited by many of my peers, offering a clear demonstration to all that many self-employed folks certainly go the extra mile for their clients.

But, some clients take advantage of our generosity and not only push clearly marked boundaries but are bent on expanding them. The occasional special request is one thing, but not when they become the expected.

Other Work – As the WSJ article noted if you spend time chasing down delinquent payments, fulfilling special favors or doing anything else that eats up your time, that means you cannot take on work for other clients including those who may pay you more or at least on time.

I don’t know about you, but I’ve been working long hours most of the past few years and I’m generally fine with that. However, when excessive hand holding, special requests, or certain changes with an agreement are demanded, then I feel used. Even abused.

Tough Times

Of course, if you have a client who is enjoyable to work with and they’ve been slammed economically like everyone else, then by all means continue with your relationship if that doesn’t cause you heartburn.

Once widespread economic recovery kicks in, I’m sure many freelancers will rethink their business relationships including asking some clients – gasp!– to pay more. Or move on.

Photo Credit: Bill Alexander

Tags: business, clients, customer divorce, freelance, The Wall Street Journal, Writing

Writing | Matthew C. Keegan, 13 Nov 09

15 Comments

By Marvo, November 13, 2009 @ 1:37 am

I agree with you, sometimes you also have to cut ties for the sake of your integrity.

By Matthew C. Keegan, November 13, 2009 @ 5:14 am

@Marvo
Integrity, sanity, financial well being…there are a number of reasons why moving on is helpful.

Sometimes a fresh approach is the best reason of all.

By Mihaela Lica, November 13, 2009 @ 10:04 am

LOL, what do you know? I was really contemplating this the other day. Sometimes going on separate paths is the best in business, as in personal life. When you can no longer communicate and work effectively, then why waste time and energy on something that, in the end, will lead to mediocre results?
Mihaela Lica´s last blog ..Hi Flying Heidi Fleiss Back On Top

By Matthew C. Keegan, November 13, 2009 @ 10:05 am

@Mihaela Lica
I think there is a time where a parting of the ways benefits both parties even if some don’t see it that way. I hate to compare a business relationship with a personal relationship because, as I implied with Laura, the marriage covenant is sacred.

Business relationships are important but they aren’t the same thing.

By Laura Spencer, November 13, 2009 @ 10:07 am

I think that it’s important to look at this from a balanced perspective.

While you may be upset, ask yourself, “is this a regular occurrence, or does it happen frequently?” Also, look at “is there any way to fix this?”

Client divorce, like partner divorce, should be a last resort.
Laura Spencer´s last blog ..Why Can’t You Say What You Want To Say?

By Matthew C. Keegan, November 13, 2009 @ 10:11 am

I’m talking about the client who is consistently a drain, Laura. The one who takes up too much time, pays too little and is too…too…too.

But I certainly don’t look at clients as being anything like a marriage which is a covenant made between myself, my wife and God. Then again, neither do they!

By Laura Spencer, November 13, 2009 @ 10:30 am

Thanks Matt!

Well, when you put it that way…

I do understand about clients who are a drain and pay too little. It’s all a question of how much you are willing to put up with.
Laura Spencer´s last blog ..Why Can’t You Say What You Want To Say?

By John - Miami locksmith, November 16, 2009 @ 5:52 pm

I have been dealing with a lot of this myself. As I gain more experience my time becomes more valuable and thus I can charge more for it. I have spent a lot of time in the past working with non-profit organizations for two reasons, 1 because I am passionate about children and the environment, but two I was not getting a lot of work and so I figured I would contribute my time instead of not doing anything. Now I am finding that I am spreading myself too thin, and I am overflowing with jobs that I cannot afford to give up, you have to take everything you can in this economy, but that means I have to drop friends and family that I have been doing work for at half price. It is hard for me to say no, but I am learning.
John – Miami locksmith´s last undefined ..If you register your site for free at

By Matthew C. Keegan, November 16, 2009 @ 9:28 pm

Good points you make, John!

It is hard to keep everything going and you dare not toss difficult (or low paying) clients to the side because no one feels on solid footing in this economy. Yet, if you hold on to people who are taking away from your business, you risk losing better paying customers later on.

Maybe charge your family & friends full freight while still helping out the children is the best approach?

By Thin, November 22, 2009 @ 4:36 pm

i agree with you that parting of the ways might benefit both parties. we all know that from time to time going on separate paths is not only good in personal life but as well as in business. it so importnat to stop wasting your time if you notice that you can no longer communicate and work in effective way!
Thin´s last blog ..Hazelnut and Chocolate Crepes Recipe

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