We need to talk about those customers. You know the ones – your heart sinks when their name pops up in your inbox or DMs. They’re a nightmare to deal with. They pay late, question every invoice, nitpick your work, and have a meltdown if you even whisper about putting up your prices.
Sound familiar?
Where Do Bad Customers Come From?
Usually from our early days in business, when we’d take on anyone who asked. We’d say yes to every job, no matter how unsuitable, because it meant someone wanted us AND we’d get paid. We charged peanuts because we were “new” and lacking in confidence – we were just grateful for the business.
And even now, when you’re charging decent rates and attracting much nicer customers, you STILL hang onto these old ones. You’re scared to let them go. You have a bizarre sentimental attachment to them. “But Claire, they’ve always stuck with me!”
Why You Need To Let Them Go
They are keeping you stuck. They’re taking up time you could be selling at a higher rate. They don’t value you. They drain your energy, your confidence, and your enthusiasm. Every hour you spend dealing with a bad customer is an hour you could be spending on a GREAT customer who appreciates you and pays what you’re worth.
Your business can’t fly when it’s dragging old baggage behind it.
How To Do It Gracefully
Raise your prices. Sometimes the simplest way is to bring their rate in line with your current pricing. If they stay, great – at least you’re being paid properly. If they leave, problem solved.
Refer them on. “I’ve loved working with you but I think [someone else] would be an even better fit for what you need right now.” Kind, professional, done.
Be honest. “My business is evolving and I’m no longer able to offer [this service] at [this price]. I’d love to help you find someone who can.”
Set new boundaries. Introduce a contract with clear terms via a system like HoneyBook or Dubsado. Payment upfront. Clear scope of work. No more scope creep and late payments.
Be brave. Fire a bad customer this week and make room for an amazing one who’s waiting in the wings. Your future self will thank you.