Clients: Working it Out vs. Cutting Ties

We all have a relationship or two that isn’t quite right.

Some of us rush to cut ties as soon as possible—to be liberated from the awkward relationship.

Some of us stay too long because we’re optimistic for change.

Do you work it out or cut ties? How do you decide?

Inspired by Dr. Robyn Odegaard’s Quick Hits Podcast, “How do you decide if you should work it out or cut ties?,” a group of smart business leaders from HighRise Networks Philadelphia II group discussed.

Here are their thoughts:

Peel back the layers to understand the relationship.

This is about deciding who we want to spend our time with.

Write down what you are getting out of the relationship and losing in the relationship.

Use these questions to think about the relationship from various angles...

• Were expectations set clearly at the start of the relationship? Can you reestablish those expectations?
• Does your client know how you work best?
• Can you remind them and ask for the space you need to do your best work?
• Is the power out of balance? Determine if you have leverage in the relationship.
• Are you stuck in a “the customer is always right” mindset?
• Do you need to protect your team and staff?
• Has there been a significant change recently? Was the change noted or ignored?
• Are you still able to help?
• Remember, no one is perfect.
• Can you overcome the flaw?
• What are your values on client service?
• If your values are to finish, finish.
• Will you be okay cutting ties?
• Will cutting ties impact your referral pipeline?
• Did we underprice or is the client looking for free scope creep?
• Are they paying timely? Avoid losing energy in collecting payment.
• Is the only upside the financial revenue?
• Remember, the client isn’t always right. You can’t make everyone happy all of the time. Is this one?
• Can you still go out and have a drink with the client?

Don’t rush to decide. Don’t delay either.

Give yourself a day. Maybe run a list of pros and cons with a trusted advisor outside of the business relationship. Ask them to challenge you on each item.

How is your time best spent?

Decide whether direct or indirect communication will serve best.

Then take action.

As a CEO, it can be lonely at the top.

If you’re not familiar with mastermind groups, they are professional peer-to-peer mentoring groups that regularly meet to collaborate, support, and learn from each other.