Breaking up is hard to do. (When clients leave.)

This post is dedicated to those of us who deal with a small number of clients.  We invest time, thought, energy, and creativity into our client relationships.  It's business, but it's personal, too.  But even the best of these relationships may end.

Clients leave. It’s a fact of life, right? But it’s not fun, especially when a client starts working with a competitor. AAARGH!

How should you handle it when a client leaves? The “less said the better” approach is a good idea, but what if you're asked directly?

I say, take the high road. When asked where Acme Corp. is, explain that they now work with Mammoth, Pervasive and Bland. “Why?” will be the next logical question. Respond as honestly, objectively, and non-judgmentally as you can. “Oh, they thought they'd get a better deal.” or "They just thought they needed a change." And of course, you’ll be friendly with your former client.

Advantages to taking the high road?

1. You send a clear message to your other clients, prospects, and community that you’re classy. They’ll all think well of you.
2. It’s a small world after all. The way you behave toward a former client can either build a good reputation or a bad one. Which do you want?
3. “What goes around comes around.” “You reap what you sow.” Pick your proverb. They’re true. Whether you behave well or badly, it will come back to haunt you. So why not behave well?

Knowledge is power. So use the knowledge that some clients will leave to power a marketing program that brings in new ones. After all, the best defense is a good offense.

http://youtu.be/5JJVAw1qchA  (Neil Sedaka on Shindig in 1965)