What do you say when leaving a client?

The Art of the Client Farewell: Graceful Exits and Lasting Impressions

Parting ways with a client, regardless of the circumstances, requires a delicate touch. Whether the relationship ends amicably or due to unforeseen challenges, maintaining professionalism and leaving a positive impression is paramount. It’s not just about closing the door; it’s about ensuring the client leaves with a sense of respect and goodwill, potentially paving the way for future collaborations or referrals.

The key lies in striking the right balance: acknowledging the end of the working relationship while expressing genuine appreciation for their business. A hasty goodbye or a prolonged, emotionally charged conversation is rarely effective. Instead, aim for a concise yet heartfelt exchange that leaves a lasting positive mark.

What to say (and what to avoid):

Instead of: “Glad to be rid of that account.” or “Finally, I’m free of that project.” (Clearly unprofessional and damaging)

Say: “Thank you so much for the opportunity to work with you on [Project Name/During this time]. We genuinely appreciate your business.” This simple statement conveys gratitude without dwelling on negativity.

Instead of: “Let me know if you ever need anything else… (said insincerely).” or launching into a lengthy explanation of why things didn’t work out.

Say: “We wish you all the best in your future endeavors. Please don’t hesitate to reach out if you have any questions regarding [specific deliverables/transition process].” This offers helpful support without implying an open invitation for continued engagement if it’s not feasible.

Instead of: “We’re so sorry things didn’t work out, we really messed up.” (Overly apologetic and potentially damaging to your professional image)

Say: “While our professional relationship is concluding, we value the experience we gained working with you. We wish you every success in achieving your goals.” This acknowledges the end of the relationship without unnecessary self-deprecation.

Beyond words:

• Follow up in writing: A brief email reiterating your gratitude and offering any necessary support further solidifies your professionalism.
• Offer a referral: If appropriate, suggest other businesses or professionals who might better suit the client’s needs. This demonstrates your commitment to their success, even beyond your direct involvement.
• Maintain professionalism, regardless of circumstances: Even if the client’s departure was contentious, refrain from engaging in arguments or emotional outbursts. A professional demeanor speaks volumes about your character and business ethics.

Leaving a client doesn’t have to be a negative experience. By focusing on expressing sincere appreciation and maintaining professionalism, you can transform a potentially awkward situation into an opportunity to strengthen your reputation and foster positive future relationships. Remember, the way you say goodbye can be just as important as the way you say hello.