Oy, I'm late. No excuses. Hope you enjoy today's Moxie, and hope that those of you celebrating, have a magical and love-filled Thanksgiving!
On with the post...
Although we’re on our annual winter break at AssistU, one of the conversations that was going on earlier this week dealt with how to end a relationship with a client one doesn’t want to work with any more.
I find that my coaching clients have no problem doing this when there’s been a problem of some sort. But when that’s not the case, they struggle.
So I thought this week’s Bit O’Moxie could be some language you can use if you find yourself in this situation.
Before I begin, I want to say that the first thing you have to do is decide whether or not you want to be a truth teller in this sort of situation. Some people do—they like explaining exactly why it’s time to bring the relationship to a close. And if you’re one of those people, this language probably won’t help you much (although you might read it in case there’s something useful you can adapt).
Other people don’t want to lie, but also don’t want to tell the truth—especially if the truth points to a deficiency they’ve found in working with the client. What they want is to be able to get out, and move on, in the easiest possible way—but without having to lie. And I think that’s what trips them up….not telling the truth, while also not lying.
And it’s in that vein that I offer the following—which can either be sent via email, or done in person or by phone.
First sentence: "I've taken a look at my business, and have decided to take it in a different direction."
This is effective because it doesn't place any blame, and, in fact, doesn't even go near the cause of the failure of the relationship.
One of the AssistU VAs asked why this isn’t a lie—especially if you’re NOT taking your business in a different direction.
In truth, your practice without the client who makes you unhappy WILL go in a different direction. And the “different direction” you write about having “decided” to take is the direction without said client.
Second sentence: "What this means is that we're going to have to bring our relationship to a close."
That says it all in a short, concise way.
Third sentence: "I'm happy to continue working with you through _____ (some date... not more than a month away or it'll just drag on forever)."
This puts a specific ending date on things. Not giving more than a month forces the client to get off her duff and find your replacement, should she choose to do so. It also gets you out of a situation you're unhappy with in pretty short order.
Fourth sentence: "I'll do anything I can to help you transition to a new assistant if you decide to retain one."
The key to this sentence is the phrase, "anything I can." It doesn't say you'll do anything; just anything you can. It gives you an out, if asked to do too much, because you can say, "I'm sorry, I can't do that."
Fifth sentence: “If you want to look for a new VA, a resource I recommend for getting referrals is ____________.”
It’s very smart to suggest at least one resource, as it will clearly show that you’re not interested in leaving her in the lurch. If you have more than one to offer, feel free--but don't offer more than about three, as she'll end up confused, and wanting you to help with that, too.
Final sentence: “Thank you for the time we’ve spent together. I look forward to a very smooth transition over the next few weeks!
Wraps it all up nicely by expressing gratitude for the relationship, and setting an intention for the ease with which you want the ending of the relationship to take.
Put all together, it would look (or sound) like this:
Dear Sue,
I’ve taken a look at my business, and have decided to take it in a different direction. What this means is that we’re going to have to bring our relationship to a close.
I’m happy to continue working with you through December 18th, and I’ll do anything I can to help you transition to a new assistant if you decide to retain one. If you want to look for a new VA, a resource I recommend for getting referrals is the Registry at AssistU where you can either choose to go through the process on your own for free, or retain the services of Stacy Brice to help you go through the process, be smart about it, and find someone ideal for you.
Thank you for the time we’ve spent together. I look forward to a very smooth transition over the next few weeks!
Warmly,
Betty
Important to remember are the following:
1. Just the facts, Ma'am. Don't embellish with mushy/gushy language.
On with the post...
Although we’re on our annual winter break at AssistU, one of the conversations that was going on earlier this week dealt with how to end a relationship with a client one doesn’t want to work with any more.
I find that my coaching clients have no problem doing this when there’s been a problem of some sort. But when that’s not the case, they struggle.
So I thought this week’s Bit O’Moxie could be some language you can use if you find yourself in this situation.
Before I begin, I want to say that the first thing you have to do is decide whether or not you want to be a truth teller in this sort of situation. Some people do—they like explaining exactly why it’s time to bring the relationship to a close. And if you’re one of those people, this language probably won’t help you much (although you might read it in case there’s something useful you can adapt).
Other people don’t want to lie, but also don’t want to tell the truth—especially if the truth points to a deficiency they’ve found in working with the client. What they want is to be able to get out, and move on, in the easiest possible way—but without having to lie. And I think that’s what trips them up….not telling the truth, while also not lying.
And it’s in that vein that I offer the following—which can either be sent via email, or done in person or by phone.
First sentence: "I've taken a look at my business, and have decided to take it in a different direction."
This is effective because it doesn't place any blame, and, in fact, doesn't even go near the cause of the failure of the relationship.
One of the AssistU VAs asked why this isn’t a lie—especially if you’re NOT taking your business in a different direction.
In truth, your practice without the client who makes you unhappy WILL go in a different direction. And the “different direction” you write about having “decided” to take is the direction without said client.
Second sentence: "What this means is that we're going to have to bring our relationship to a close."
That says it all in a short, concise way.
Third sentence: "I'm happy to continue working with you through _____ (some date... not more than a month away or it'll just drag on forever)."
This puts a specific ending date on things. Not giving more than a month forces the client to get off her duff and find your replacement, should she choose to do so. It also gets you out of a situation you're unhappy with in pretty short order.
Fourth sentence: "I'll do anything I can to help you transition to a new assistant if you decide to retain one."
The key to this sentence is the phrase, "anything I can." It doesn't say you'll do anything; just anything you can. It gives you an out, if asked to do too much, because you can say, "I'm sorry, I can't do that."
Fifth sentence: “If you want to look for a new VA, a resource I recommend for getting referrals is ____________.”
It’s very smart to suggest at least one resource, as it will clearly show that you’re not interested in leaving her in the lurch. If you have more than one to offer, feel free--but don't offer more than about three, as she'll end up confused, and wanting you to help with that, too.
Final sentence: “Thank you for the time we’ve spent together. I look forward to a very smooth transition over the next few weeks!
Wraps it all up nicely by expressing gratitude for the relationship, and setting an intention for the ease with which you want the ending of the relationship to take.
Put all together, it would look (or sound) like this:
Dear Sue,
I’ve taken a look at my business, and have decided to take it in a different direction. What this means is that we’re going to have to bring our relationship to a close.
I’m happy to continue working with you through December 18th, and I’ll do anything I can to help you transition to a new assistant if you decide to retain one. If you want to look for a new VA, a resource I recommend for getting referrals is the Registry at AssistU where you can either choose to go through the process on your own for free, or retain the services of Stacy Brice to help you go through the process, be smart about it, and find someone ideal for you.
Thank you for the time we’ve spent together. I look forward to a very smooth transition over the next few weeks!
Warmly,
Betty
Important to remember are the following:
1. Just the facts, Ma'am. Don't embellish with mushy/gushy language.
2. Should you feel inclined to, don’t apologize for what’s happening. You have nothing to be sorry for. Also, don't use words that seem to indicate regret--especially if you have none about the action you're taking in ending the relationship.
3.Don’t invite conversation/questions about it with a statement like, “Let me know if you have any questions.” Trust me—you’ll know soon enough if the client has anything to say about it—you don’t need to invite him or her to talk about the very thing you are hoping not to talk about. ;)4. Don’t procrastinate. If you know you need to move on, move on. The sooner you send the email or make the call, the sooner you and your practice will be on the way to a newer, happier, better future. One, by the way, that usually includes a client paying a higher fee. You are raising your fee for each new client, aren’t you? ;)
The end goal is to alert the client to the ending of the relationship with as much grace and love, and as little angst or drama, as possible. Stating what's happening without pulling emotion into it helps that happen.
Now that you know how, are there any clients you need to let go of?
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