What To Do When A Client Wants To Quit

There it is, the "Dear John" email everyone dreads receiving. Out of the blue, one of your clients wants to end their relationship with you. Shaken, your emotions suddenly go careening on a roller coaster ride, beginning with disbelief, making a quick stop in anger, then settling into a knot of panic in the pit of your stomach at the thought of all that lost 1ncome.   

But do you really have to settle for losing a client? 

Probably not. In fact, a client's notice that they want to quit CAN be an opportunity to not only keep your client, but to strengthen the bond you have with them. 

Here are 4 simple tips to support you if this situation should happen to you! 

Tip #1 Skip The Drama (It's Not About You Anyway!) 

Please repeat after me, "Your client's decision has NOTHING to do with you!" Their decision is personal to them, not to you. Keep this in mind and you'll stay calm and resourceful so you can confidently handle this event.   

Resist the urge to think you could have done more or didn't give enough! Very often, their reason for leaving is because they've come face to face with their own doubts or fears. You adding your own to the mix won't help. Instead, focus on the value your work has already brought to your client, and will continue to bring to them should they decide to stay on board. 

Tip #2 Trust Your Intuition (Tap Into What Their REAL Reason Is) 

I recently had a client who wanted to leave a year-long program. When I checked in with my intuition, and connected to her in my heart, I could instantly feel that she was experiencing emotions that had nothing to do with the program.   

Connecting to her in this way allowed me to have a supportive conversation with her that resulted in her happily continuing in the program (she laughingly said she knew I wasn't going to let her off that easy anyway!) Which leads me to tip number three. 

Tip #3 Don't Be Too Quick To Let A Client Go (The Reason Will Surprise You!) 

The primary reason a client will want to bale out of your program isn't because of money, time or competing obligations. I know that's what they tell you but those reasons are just a smoke screen for the REAL reason, which is fear.   

Your client hired you because they want to make a significant transformation in their life or business. It's natural for a part of them to panic and want to back out because that part is deathly afraid of anything changing. Understanding that fear is the reason behind their request to quit will help you to be compassionate and loving, yet take a strong stand for continuing on together. 

Tip #4 Speak To What They Want, Not To What They Fear (They'll Thank You For It!) 

The stand I take is that this is an opportunity for a breakthrough. I acknowledge them for where they are and that it's natural to be afraid. I remind them that feeling fear means they are pushing past their comfort zone and stretching into what it is they want more of. I also point out that if they give in to fear now, it will never stop running their life, which we both know isn't what they want. 

Is this tough love? Yes. Is it difficult or scary to have a conversation like this with a client who wants to leave? No. Remember, you are holding what's possible for your client even when at that moment, they can't hold it for themselves.   

For example, one of my Platinum clients recently filled several coaching program with excited participants. Just as the programs started a few students emailed to say they needed to quit due to finances. Undaunted, my client emailed them back, first acknowledging they were experiencing normal resistance, then she suggested that this was an opportunity to grow, and reminded them that she had faith in that abundance. The results? In each case her participants decided to continue! 

You and your client have a relationship and like any relationship, it's going to have it's ups and downs, the occasion difficult moment and of course, celebrations. If you let your client give up too soon, you'll never get to the celebration phase.   

So, the next time you have a client whose fear inspires them to quit your service, be willing to stand by them, stand up for them, and make a stand that they stay with you!