Have you ever had a customer or client who was so difficult to deal with that you couldn’t work with them?
Maybe they were rude or abusive, had unrealistic expectations, and wanted you to drop everything to work on their projects, never paid you on time, or didn’t pay you at all, or they knew absolutely everything and refused to listen to your expertise.
No matter the reason, you have every right to fire a customer. If they make it difficult to do your work, you don’t have to keep working with them (we will discuss contractual agreements later).
But there is something you have to do… tell them.
Why You Can’t Ghost a Client
But conversations are hard! I don’t want to upset them or get yelled at. I’m protecting my peace.
Yes, some conversations are more difficult than others… but they still have to be had. When you ghost a client (stop speaking to them or working with them without letting them know), it doesn’t reflect poorly on them… it reflects poorly on you.
- Word travels fast, and negative words travel at the speed of light. If you do wrong by a client and don’t attempt to make it right, A LOT of people will know very quickly. This will damage your reputation and make other (potential) clients or customers less likely to work with you in the future. You could also be burning a bridge to a potential referral from this person at a later date.
- Reputation destruction doesn’t stop there. Did someone refer you to this particular client? If they find out (from the client) that the situation didn’t go well, they will be less likely to refer you in the future, and that client may now look poorly on them for referring you in the first place.
- Legal or contractual risks. If you’ve got a contract in place regarding the amount of work or the amount of time that had been agreed upon, you could potentially open yourself to a lawsuit if you don’t follow through.
It’s completely acceptable to set a boundary, just make sure it’s a No BS boundary!
How to Politely (Yet Firmly) Fire a Client
Having boundaries with your clients is important, and if they refuse to respect and honor your boundaries, you are not required to continue working with them. However, you must let them know you are terminating their service.
Here’s a guide to having these conversations:
- Be honest. This isn’t the time for a “it’s not you, it’s me” breakup (if it is indeed them). They need to know that their behavior has been unacceptable. This will save your reputation and headaches for future providers who work with them.
- Offer a resolution. Have you completed the amount of work they have paid for up to this point? If not, will you be refunding them? Will you be referring them to another provider? (You likely won’t do this if they were abusive or impossible to work with).
- Be kind and clear. Let them know that the working relationship is over, the contract is cancelled, and they need to go somewhere else for whatever they need.
Is it still possible to fire a client the right way, and have them badmouth you around town? Of course. Unless you have physical proof, it will be your word against theirs. However, if they choose to lie about you and spread misinformation, it’s probably not the first time they’ve done it. With a history of negativity, others will probably ignore their complaints.
Potential Scripts
Let’s look at a few potential scripts you could use. Obviously, these will not fit all situations. But, they should give you a good jumping off point.
The Calm, Clear Exit
“After thoughtful consideration, I’ve realized I’m no longer the right fit to support your needs going forward. While I’ve appreciated the opportunity to work together, I believe you’d be better served by someone whose approach and availability are more aligned with your goals.
I’m happy to provide a smooth transition through [date] and can recommend a few alternative providers if that would be helpful.”
The Bandwidth Exit
“As my business grows, I’ve had to make some tough decisions around allocating my time and energy. At this point, I can no longer continue our work together beyond [date].
I want to make sure your transition is as smooth as possible, and I’d be happy to wrap up any open items and, if needed, refer you to someone else who may be a better fit going forward.
Thank you again for the opportunity to work with you.”
The Boundary Breaker Exit
“I want to be honest. This working relationship isn’t sustainable. A few ongoing challenges—particularly around [communication, scope, expectations, timelines]—have made it clear we’re not operating in a way that supports mutual success.
Therefore, I’ll be stepping away from this project as of [date]. I’m available to close out any remaining deliverables during that time.
I sincerely wish you the best with everything moving forward.”
The Payment/Scope Issue Exit
“I wanted to reach out and be transparent: I’ve had ongoing concerns about the consistency of payment/timely approvals/scope changes, and despite my efforts to course-correct, we haven’t been able to make this project sustainable for both of us.
For that reason, I’ll need to end our contract as of [date]. I appreciate the time we’ve worked together and hope your project continues progressing successfully.”
The Ultra-Professional One-Liner (for toxic or no-contact exits)
“Per the terms of our agreement, I’m formally concluding our working relationship as of [date]. No further services will be provided beyond that point.”
While it’s okay to have these conversations in person or by phone, you’ll want to follow up with an email so there is a record.
Conclusion
Firing a client isn’t fun, but disappearing on them isn’t setting a boundary; it’s avoidance.
Whether the vibe is off, the scope is out of control, or the stress isn’t worth the invoice, you can walk away without disappearing into the void. Closing the loop with professionalism protects your reputation, value alignment, and future opportunities.
No dramatic exits, no long-winded apologies—just a professional, kind “this isn’t working, and here’s how we’ll wrap things up.”
Because at the end of the day, boundaries aren’t just good for you. They’re good for business.
