Firing a client or customer is one of the hardest things any business owner has to do.

Chances are you have thought long and hard about cutting ties with them. Maybe they take days to respond to calls or emails, or fail to show up for meetings. Perhaps they make unreasonable demands or disrespect your employees. You bend over backwards to make them happy and it’s costing you more time and money that they are worth. Ultimately, your reason for firing a customer may simply be that you just don’t like working with them.

If you’ve decided to end the relationship, it’s important to do it without burning bridges. These tips will help you say goodbye professionally and politely.

Start by reviewing your contract.

If you have a clientagreement, review the terms you have in place for terminating the relationship to make sure you are not in breach. It is critical that you adhere to all terms and conditions, including how much notice you are required to give and how final invoices will be handled.

Clarify what work needs to be completed before parting ways. If you are in the middle of a big project, finish (or offer to finish) it. People talk, and the last thing you want is to leave a client hanging.

Set up a meeting or call.

Meeting with the client in person or virtually will give you the chance to clarify your terms and answer their questions. If this makes you uncomfortable or you prefer having a written record of all communications, you can opt for email.

Keep it professional (even if your client doesn’t).

To ensure that the termination conversation goes smoothly, decide what you are going to say ahead of time. Clearly state the reason why the partnership is no longer a good fit. Stick with neutral, objective language and keep it short. The key here is to be professional and avoid over-explaining or engaging.

I prefer what I call the “convenient excuse” approach – “it’s not you, it’s me” – which allows you to avoid causing an angry confrontation. Here are a few of my go-to lines, but feel free to create one of your own:

  • We’re moving the business in a different strategic direction.
  • We have a conflict of interest with another client.
  • We’re refocusing our business model and streamlining our revenue strategy.

It’s important to give the client a chance to respond. Hear them out, but keep the conversation brief and stand your ground. Follow up with a formal disengagement email or letter.

At the end of the day, firing a client is about recognizing the value of your business.

Tolerating difficult customers not only hurts your team, it can negatively impact your company culture and your bottom line. Protecting the value of what you offer only strengthens your brand – and frees you up to focus on the clients who actually matter.