What is the funnest way to fire a client?

[hypertech]

That's right, I said funnest!

Occasionally, we get clients who are expecting something different than what we deliver and that's fine - we work with them and resolve the issue.

BUT, we had an appointment to redo a couple shots on a house recently that weren't the way the client wanted (not our fault). When we got there, she demanded to reshoot the whole thing which took far more time than was scheduled and proceeded to tell us that our work looked like 3 year olds did it! In reality, the work was fine, her stager didn't have things the way she wanted, and she should have been at the first appointment and was not. This was not our problem, but we went to "fix" it in the name of customer service anyway. Luckily this was an appointment my partner handled. She kept a calm head and got it done which is better than I would have done. I think I would have fired the client right there on the spot and told them to find someone else who's work they would be happy with to do it.

If this person has the audacity to order again (and I'm pretty sure she will), I plan to fire her, and I want to have fun doing it. I have no intention of working for people who behave like that.

So, what is your best story about the time you got rid of that trouble client and enjoyed it?

[Alleh]

You can't "fire" a client but you can refuse to work with them.

[asysin2leads]

So, in other words, you want the funnest way to burn bridges with other potential clients? Brilliant business practice. Where can I sign up? Why don't you suck up your pride and explain to her that perhaps this business relationship isn't working out in the best interest of all parties and that you appreciated the opportunity to work with her? Just because she's being stubborn and thick-headed, doesn't mean you have to. What did the contract say? If you didn't have a contract, then you're pretty much at the whim of the client. Besides, you work for her. Just a thought.:rolleyes:

[hypertech]

I know how to run a business. I also know that there are clients you don't need to have because they are more trouble than they are worth. In almost all cases, we would suck it up, smooth it over, and move one, but this lady is a grade A you know what and she needs to go. I expect any friends she has are the same way and I don't want work from them either so I am not concerned about her being grumpy at us. Besides, there should be an enjoyable way to get rid of her that doesn't piss her off too much :)

Yes, by fire I mean decline to work for them and refund any money they have paid.

I figured there would be some good stories out there of interesting ways people have released outrageous clients in the past.

[cdifoto]

So, in other words, you want the funnest way to burn bridges with other potential clients? Brilliant business practice. Where can I sign up? ...Besides, you work for her. Just a thought.:rolleyes:
I can understand this feeling about burning bridges BUT...

1. Despite what they tell you in Wal-Mart Associate Training, the customer is not always right.
2. We go into business for ourselves because we cannot stand the way other businesses kiss clients' asses and hate themselves everyday for it. We want the freedom to run our business the way we want to see a business run, and that doesn't usually include bending at every clients' whim.
3. Sometimes clients need a good reality check. Especially if they're used to getting their way through bullying.

Having said that, I would be more inclined to use diplomacy in breaking off the relationship rather than make a sport of it.

[Zansho]

There are some people out there who expect the world for peanuts, and to be perfectly honest, I've told them that I will not work with them. For one thing, their reputation as a bully or a cheapskate worse than Uncle Scrooge will go through the photographic community in your area (and believe me this, it WILL) and no one will do business with that person. Nobody will fault you for not doing so!

Cdi is right. The customer is NOT always right. But instead of putting buckets of paint above doors to fall on her when she walks in the door, I'd just tell her that you're already booked/busy/or just be honest and say that you no longer wish to do business with her due to her current approach to your working relationship.

[mcluckie]

Raise your rates.

I was exec principal and creative for my own design/photo and prepress shop for 18 years. Whenever we got too much business, we raised our rates. We never lost a client or jobs we wanted, but lost some crap. People also thought we were SO good getting SO much $$. So raise your rate to your crappy client and either 1) they'll go away thinking how great you must be and they should have let you do your thing, or 2) they'll stay and the extra bucks might make it worth it. Either way, they'll think twice about second-guessing your highly-paid expertise.

[hypertech]

Yeah, I'm working on raising rates. I need to finish my website (like 80% done) and create order pages, etc first then I can turn my attention to rates.

[PhotosGuy]

her stager didn't have things the way she wanted, and she should have been at the first appointment and was not. And she wants to believe that it's now your fault? So...
Raise your rates. That works for me. "I have a special rate just for you!" ;)
If they're going to always be a PITA & nothing is ever going to be at their fault, then they should get used to paying like a PITA?

OTOH, for a good client who has a temporary budget bind, I'd offer a half-day rate to help them out.

[hypertech]

OTOH, for a good client who has a temporary budget bind, I'd offer a half-day rate to help them out.

I definitely agree there. I have on several occasions done odd jobs for very good clients that net out to be a loss. It is worth it to keep them working with us because of the volume they do.

[Undispu7ed]

So, in other words, you want the funnest way to burn bridges with other potential clients? Brilliant business practice. Where can I sign up? Why don't you suck up your pride and explain to her that perhaps this business relationship isn't working out in the best interest of all parties and that you appreciated the opportunity to work with her? Just because she's being stubborn and thick-headed, doesn't mean you have to. What did the contract say? If you didn't have a contract, then you're pretty much at the whim of the client. Besides, you work for her. Just a thought.:rolleyes:

This thread is about the "funnest" way to fire a client. No where does it say that he wants to read your opinions and views of refusing to work with a client.

[Zansho]

For most of us, we can't really afford to "fire" a client. We can, however, decline to work with them, charge them more, or refer them to someone we don't like. :) I've done that before - I had one PITA Mother-In-Law from hell for a wedding photo job interview me, and I knew she was going to be trouble. I just referred her to a photographer that I said "is absolutely perfect for her, and they'd be best friends."

[CyberDyneSystems]

I'm not really a photographer, it's just been a cover for my work with the Federal Government....
With all the people I'm investigating right now, I don't have time for a client that isn't violating Federal Law.

[Karl Johnston]

Okay....there's some things that need to be sorted out..my responses are in bold


BUT, we had an appointment to redo a couple shots on a house recently that weren't the way the client wanted (not our fault).
Client doesn't like the work...refer to your refund or reimbursement policy. Do you have one? If not, you need to write one to refer to make sure it falls within your scope. If it does, in my case, I refund 75% of the money albeit the deposit.

Ask yourself some questions: Why didn't the client like the work? What can you learn from why the client did not like the work? Is it a communication error? If so, why? What can be done? How can we improve upon this?

When we got there, she demanded to reshoot the whole thing which took far more time than was scheduled and proceeded to tell us that our work looked like 3 year olds did it!

Now that is just rude, I'll admit that but ask yourself again..is this a communication error? Why didn't she like the work? This is where having a refund policy comes in handy...you should not have to do the reshoot if it doesn't qualify for a refund under your policy.

In reality, the work was fine,
See above
Her stager didn't have things the way she wanted, and she should have been at the first appointment and was not. This was not our problem, but we went to "fix" it in the name of customer service anyway.
See above.

Luckily this was an appointment my partner handled. She kept a calm head and got it done which is better than I would have done. I think I would have fired the client right there on the spot and told them to find someone else who's work they would be happy with to do it.
You cannot fire a client, you can refuse not to work with a client..but firing clients is a bad idea. It burns bridges, it hurts business relationships, it hurts you and your reputation. You should not be thinking of firing clients, nor should it be considered fun...that will kill your business.

If this person has the audacity to order again (and I'm pretty sure she will), I plan to fire her, and I want to have fun doing it. I have no intention of working for people who behave like that.
See above.

So, what is your best story about the time you got rid of that trouble client and enjoyed it?
All due respect but that's a horrible attitude. You shouldn't be firing clients, :lol: you should be working on keeping them! Though, If you replace the word "Fire" with "Refuse to work with" then I think we could have some funny stories passed around.

[hypertech]

If you want to object to my use of the term "fire a client", ok, that's fine. Various other identical terms would be: cancel contract, refund and get rid of, refuse to work with, get rid of, block caller id, avoid like the plague, etc etc.

The truth of it is that a client like this costs more to work with than if they weren't around at all. You end up spending hours of time trying to appease them and redo shots. In the end, if you made any money, its probably less than $5 an hour before taxes. I don't want those clients - someone else can have them.

Its been about a year since we "turned pro" and this is the first one that we aren't interested in keeping under any circumstance. In any other situation that has come up, everyone was happy in the end.

So, if you have an interesting story about that client you "refuse to work with", please do share.

[Karl Johnston]

If you want to object to my use of the term "fire a client", ok, that's fine. Various other identical terms would be: cancel contract, refund and get rid of, refuse to work with, get rid of, block caller id, avoid like the plague, etc etc.

I object to it being the same meaning, but anyway..
The truth of it is that a client like this costs more to work with than if they weren't around at all. You end up spending hours of time trying to appease them and redo shots. In the end, if you made any money, its probably less than $5 an hour before taxes. I don't want those clients - someone else can have them.

It's true, you're right. BUT..this is why having a policy in place for dealing with clients like these makes all the difference. It shows when and what they can get for a refund/reshoot without detrimental your expenses.

In a basic example, with myself, if I encounter a print that I have put out and sold but does not meet the standards of the client then they can call me for a 75% refund...if it qualifies (for example, if there is a huge crease or a tear or a printing fault). 25% cost is still ample, and I don't have to account for spending undue amounts of money on the previous print. It has paid for itself, at least as far as base expense.

I think you will be much happier and wealthier if you design one of these contracts.

[Karl Johnston]

Now on to the funny stories..hmm let me think..refusing a client. Here's one I originally posted in the GN forum about a model portfolio that I had contacted for some TFP work. She agreed, but one morning she sent me this phone call. Following is my experience with her. Kind of retarded she would think I would pay 250 $ an hour for her rate if there was any mention of Time-For.


http://photography-on-the.net/forum/showthread.php?t=641410&page=3
How about an arctic tale?
-18C today, and that's at 9 am this morning

model: "It's too cold"
me:'We're inside a building though...'
model:"I know but do you have heat? It's really cold out"
'me:It's got heat....'
model:"Okay...well...I don't want to start my car, and it's really cold out, how about you come here?"
me:'...'
model:"Can we reschedule?"
'me:Erm okay, when is good for you?'
model:"In the spring?"
me:'This is spring'
model:"Summer?"
me:'Er..Right...okay then....'
model: "Thanks!"

This isn't so much a flake excuse ...well kind of actually. Girl who had a bit of modeling experience described herself as very experienced (10 shoots) and accustomed to paid sessions. Agreed to do TFCD to build up my port and liked my idea for the shoot, would like to try it out. Called recently and said she "just can't afford time for" and her rate is 250$ an hour.

I made up an excuse for that one. 250 $ an hour?...This isn't the south, her portfolio sucked, and I'm no Dave Contreas

[totalphoto]

Im with mcluckie, NEVER REFUSE work, make them say no thank-you. Charge her double for every quote, as if you had to shoot everything twice. Sorry no funny stories from me...

[mcluckie]

You could always do a Seinfeld episode and pee on her chair while you tell her your rates are way up.

[jacuff]

This thread is about the "funnest" way to fire a client. No where does it say that he wants to read your opinions and views of refusing to work with a client.

Hehehe... Yet you didn't offer anything but an opinion on something else besides the funnest way to fire a client. ;)

Seriously, most of us are probably running our own business. We know that there is no fun way to fire/refuse work for a client that won't end up hurting our reputation. The best thing you can do in such a circumstance is to be honest and tell them you don't want to work for them or quote a price that forces them to find somebody else or compensates you quite well if they decide to stick with you.

[tcphoto1]

It is never a good idea to fire a client. It is a small world and that client will most likely say bad things about you whether accurate or not. If you must ceremonially fire them, I would say that your rate has been double since that 3 year old is tempremental and will only work with prequalified clients.

[Mr. E]

I'd say go to the shoot with a 3 year old and let the 3 y/o kid do the shoot with a point and shoot camera...or maybe have the 3 year old wear a t-shirt that says 'You're fired!'. Of course, I am going for humor, not reality.

I do agree with burning bridges with any client...I'd increase your rates significantly for her

[IndyJeff]

In 20 years in business for myself I have "fired" 3 clients. Each one was a PITA and not worth the money for the hassle. In each case once I got them satisfied and walked away, they called later on wanting me to do more work. I simply, and politely said, "One nice thing about being in business for myself is I can pick and choose who I do business with. At this point unfortunately you are on the 'choose not to do business with' list. I am sorry I can't even give you a recommendation of whom to call. My best advice is to get out the yellow pages and start making lots of phone calls."
I then thank them for the business I did get from them, wish them the best of luck and tell them to have a nice day, say good bye and hang up.

Increasing your rates to compensate for the trouble you anticipate having will more than likley increase the customers expectations which you will no doubt fail to meet.