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I have a client who is not working out. Her accountant, with whom I have a pre-existing professional relationship, referred the client to me.
The client is demanding and difficult to get along with. When I first met with her, I asked her a lot of questions to determine what type of assistance she needed. She keeps redefining what she wants me to do and how she wants me to do it. Frankly, I am at the point where I dread my appointments with her because she is never satisfied.
I have decided to terminate our working relationship, and I want to do so in a way that is professional, courteous and respectful. I also want to preserve my working relationship with her accountant, who could be a future source of referrals.
I plan to send her a letter, but I’m not sure how to word it. Does anyone have suggestions? Thank you in advance for your ideas.
Jennifer T. Minkowitz
The Financial Organizer, LLC
Scarborough, ME
jtmink@maine.rr.comJennifer, I commend this blog to you (and others) about spotting and dealing with ‘crazy-maker’ clients: http://www.passionforbusiness.com/blog/crazymaker-clients2/.
That said, I applaud you for recognizing that sometimes (very rarely, one would hope) we must ‘fire’ a client. If she has paid for a package of hours, you might want to wait until the prepaid hours are expended before pulling the plug. In any event, I would recommend that you TELL her in person what you need to say, then follow up in writing — something short and definitive such as, “I understand you are dissatisfied with my services. I will provide you the names of some other Daily Money Managers who may be a better fit for you. I wish you only the best going forward.” (I found three other DMMs in Maine, but I have no idea their proximity to you. It would be great if you could refer her to someone else, but of course that may not be possible.)
I will also send to you emails from NAPO colleagues regarding a similar situation/topic. They’re from a few years ago but may still be helpful as you consider how to proceed.
Good luck!
Jennifer, I like what Roxanne said. I would also suggest that you talk to the accountant first. He might know she is difficult. My guess is she does this to him. He may have ideas, but at least he won’t be surprised by a call from the client. (I had a situation like this and the financial advisor who referred me was not surprised in the least. He actually appreciated that I hung in there for as long as I did.)
Second thing…When referring her to a new person, you might contact the possible DMMs and ask if they are up for a client who is very demanding. We all have different personalities and needs. But I’d give them a heads up.
Finally…Don’t feel bad about this! We are in business for ourselves so we can work with clients we love!
Thank you for your replies!
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