What to Do When You Lose a Steady Client
It happens to the best of us. Sometimes it’s because of budget cutbacks or communication issues or some other reason. But eventually, most of us experience the loss of a steady client. Fortunately, losing one client isn’t usually as devastating as getting laid off from a full time job. Sure, it’s a blow to your ego (and your bank account), but often it’s also an opportunity to grow your business and take on new challenges. Here’s how to handle the transition.
Don’t Take it Personally
Usually it has nothing to do with you or the quality of your work. I recently parted ways with a client because he wanted someone who would commute to his office (two hours away from me) at least one day per week. Some freelancers would have bitten the bullet and done it, but a short commute is one of my favorite perks of freelancing. Other times a client relationship may end because the client’s needs change or there’s a personnel change. Whatever the reason, don’t let any negative feelings spill into your other projects. Clients come and go as a natural part of the freelance cycle.
Evaluate the Client Relationship
Not that you should take things too much to heart, but losing a client is a good time to think about how you approach client communications and what did (or didn’t) work. Last year I lost a client and realized there were several red flags I should have addressed before the stuff hit the fan. Lesson learned. This is also a chance to re-examine the direction of your freelance business. Maybe you’d like to pursue more work in this niche or perhaps you’re itching to try something else. Here’s your chance.
Contact Other Clients
Hopefully you haven’t grown complacent and you’ve been marketing your services on a regular basis. If not (or if you need a quick fix), then now’s the time to get in contact with past clients and find out it they have any projects coming up. This is often the fastest way to land new projects, because they already know you and your work. No need to tell them the whole sob story about how you lost a client and now the bills are piling up, yada, yada. Instead, simply say, “I have some openings in my schedule, and I’d like to discuss new projects.” This is often effective, but you don’t want to grow too dependent on too few clients, so also work on cultivating relationships with new potential clients.
Leave on a Positive Note
Check your contract to see what’s required when the work relationship ends. Return any equipment owned by the client and be sure to submit your final invoice. If the client is nasty or unprofessional, resist the temptation to be nasty back. You want to be remembered for all the professional work you did, so be gracious and thank them for their business. If the reasons are purely financial (or something similar), then ask if you can use them as a reference and get a client testimonial. And, of course, you might also leave the door open for future projects if you feel you worked well together.
Have you lost a steady client? How did you react? Would you have done anything differently?
Susan Johnston is a Boston-based freelance writer and blogger.
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Yes true! It happens all the times, with all of us.
My Addition: Quality matters; but more than that the way you communicate with clients matters more. You can be an expert in your niche but if you do not know the art of making the others feel less-stupid and comfortable, then you can loose on clients despite having solid skills.
This recently happened to me, and like you, I saw the gathering problems in hindsight, after the client had already gone. I felt really bad about it for a week or so — I pride myself on problem-solving — and then made the decision to learn from the experience. Since I have not yet perfected the art of reading minds, my resolve is to insist on much more clarity in communications on both sides. “How long will this take you?” might mean “How much will it cost?” or “When I can expect the task to be completed?” My answer of “Two days” might mean “It will take me two days to do this” or “Budget about $500 for the task” or “Expect completion on Wednesday.” I meant one thing, the client heard another, and when my completion did not coincide with his expectation, he found someone else to do it on his timeframe.
Addendum: It is not always possible to leave on a positive note, but it is possible to leave professionally. Make it easy for the client to switch providers. Respond professionally to all emails and phone calls. Just because the client is angry with you, there’s no reason to be angry in return.
Great advice! I agree this is a great time to ask for a testimonial. One client said some wonderful things about me when delivering the news that they would not need my services any more because they were hiring an additional writer. I asked if they would mind putting the compliments in writing, and they were happy to do so. We left on good terms. About a year later, the new writer left and the client called me back.
I recently lost a steady client (also one of my first) and although it’s a shame as I liked her quite a bit I have found that I have learnt a lot of things from the relationship. Stuff that I hope to put in to practice in the future!
Good post and article, and I agree this does happen with everyone at some point. Best thing to do is take that experience and how to improve certain areas and apply it for the next client that comes through and hope for the best.
As always, great article. I learned long ago not to take this personally, it happens to everyone. It can be a bit frustrating though when the next project they do without you happens to be the one that “takes off”. Happened to me a few times with record labels and recording artists. There are perks though! Typically I’ve found if you treat them right they’re always willing to at least send other work your way if someone asks about who they’ve gone to before. So yes, you absolutely need to leave on a good note with them!
I second the idea of reaching out to new clients. I learned this lesson the hard way. Back in late 2005/early 2006, I lost two steady clients. Both of which paid very well.
It took until mid-2007 to realize that I couldn’t depend on a few steadies. I had to go out and find new folks, and, trust me, that isn’t easy. Matter of fact, thousands of people have turned me down. But I’m still here. And, who knows, the next person I contact might be the one who says yes.
These are some good rules to go by.
One thing I do when I lose a clint is to just send them a simple note that says that now that they no longer have the services of the most awesome designer in the world, they have nowhere to go but down and to not bother coming crawling back to me.
It’s never easy to loose a existing steady client however If you loose one,few things that one must definitely do is:
1. A thorough introspection about the possible reasons for loosing the client.
2. Pondering over as to what could have gone wrong and remdeial measures to retain your existing client base.
Remember it is much easier to retain a existing client then to find a new one. However if you feel you have done all you could do, then it’s time to move on and go on fishing for new and even better clients!
A “divorce” from a large client can be very good for your personal and professional growth. Early this year my biggest copywriting client was bought by another company. I wouldn’t have wished for it, but it’s been really positive for me. A relief, actually. I never felt comfortable with the kind of corporate, jargon-laden marketing-speak they insisted on. They paid well, however, and I couldn’t bring myself to walk away. When the “divorce” finally came, it felt very liberating. I was happy, not sad. I quickly reconnected with a part of my creative self that had been locked away for too long. Result: I’ve not only gotten my authentic writing voice back, but four new clients contacted me with large projects. I’ve had the busiest 2Q in nine years. The lost income has been quickly replaced with gigs that are easier — and a lot more fun.
@Mr Crapic: I think (hope) you were just kidding. But if you really send notes like that to former clients, you’re burning a lot of bridges. Worse, you’ll develop a reputation as an egotistical prima donna. Doing business is tough enough without having to put up with childish behavior. Those four new clients I mentioned above? Three were referrals from my “inactive” (past) clients. Do you think they would have referred me if I had sent a note like yours? Word travels fast, my friend. People like to do business with people they like.
This hasn’t ever happened to me, but I always fear it might. That’s why I try to keep in touch with all of my most popular clients, at least shoot an e-mail every once in a while to keep up on status.
One thing I do is suggest that my clients subscribe to my blog, that way they can get e-mail updates about anything new I post to give them a reminder of who I am.
Great article. I think the biggest challenge is to make sure that this does not impact your morale. Remember that there are others looking for web workers and no one wants a freelancer who seems to be in low spirits!
How about “What to do when your client doesn’t pay?”
You should ask them:-
a) are they not satisfied with the service you have provided
b) if that is the case how can it be rectified
c) if they are happy with the service you would be grateful if they could pay for it
d) don’t do anymore work for them until settlement has been made
Depending on the size of your business and if you are able to offer credit of 30 – 60 – 90 days is entirely up to you. Personally I learnt very quickly that payment is due on receipt of invoice as this generally still takes two weeks to come through. If they are paying by cheque add another week for it to clear so basically they have nearly reached their 30 days of credit anyway.
Good luck and I hope you get your settlement soon
Great post! Losing a client may feel like a personal blow but it may be out of the client’s hands – they may have been instructed to use another company – budget cuts etc. As long as you know you are doing your best and they have been satisfied with your service prior to moving on, then hopefully they will come back. Keeping in touch is key. If you don’t they will assume that you are no longer operating!
Sometimes you get a client who offers you more and more work, while getting deeper discounts of course, until you find they take up the majority of your time, to the detriment of your other clients.
That is a mistake I only made once after taking on staff to deal with the workload of such a client and then having the contract abruptly terminated. Since then I spread the load as evenly as possible.
Once bitten, twice shy.