I’ve been thinking about customer service a lot lately. As someone who bends over backwards for my clients, I’m realizing that I sometimes feel taken advantage of.

Most of the folks I work with are interesting, creative people who I enjoy spending time with and don’t mind going the extra mile for. I love my clients and I relish making great things happen for them. However, the law of averages must prevail and they can’t all be your favourite. I also value my sanity and have learned that losing one or two demanding clients along the way is not the end of the world.

It’s very difficult to reject business, especially in this economy, but sometimes you need to draw the line between great customer service and abuse of your time and efforts.

5 ways to tell you may need to cut the cord:

1. They’re always right. If your client is always disagreeing with you  and you can’t seem to say anything right, maybe it’s time to suggest they find someone else who’s opinion they will respect more. The customer is NOT always right.
2. They’re not profitable. This person’s business is costing you money. Do the math; how much time are you spending on this client vs. the amount they are paying you? When it stops adding up in your favour, it’s either time to approach negotiating a retainer or time to move on.
3. They’re wasting your time. You are in contact every day, whether you’re working on a current project or not. This person doesn’t value your time. Are you becoming too emotionally invested? Unable to focus on other projects? When your client is draining you this much, it’s time to let them go.
4. They’re rude. They’re constantly threatening to pull their business and comparing you to your competitors. Dump them. It’s not worth it. If they think someone else provides your services that much better than you, they should take their business to that person.
5. They’re never satisfied. Even after you’ve lost money, waived deadlines, delivered stellar work and gone above and beyond, they are still not happy. Lose the complainer. It’ll give you the time to find a new client who appreciates the work that you do.

The bottom line is, it’s not easy to break up with a client, but sometimes you have to put your foot down. There is a fine line between providing amazing customer service and being abused. If the latter is happening, your business can’t afford the dead weight. Even if you don’t have another client waiting to take their place, dropping the nightmare client gives you the time to focus on your business plan and find new customers who will value your services.

Have you ever fired a customer? How did you approach it?