25 Feb You’re fired!
One of the more interesting pieces of advice I received early in my self-employed career was to sack my worst client – on my birthday each year! While I haven’t done this on my actual birthday, I have learnt to end client engagements that are not working in the ways they should.
Ending a client relationship is one of the most challenging parts of running a bookkeeping practice. We spend so much time building trust, understanding the inner workings of a business, and supporting people through their financial highs and lows that stepping away can feel uncomfortable. Yet there are times when exiting a client is not only necessary – it’s the right thing to do for both parties.
Last year I had a complex situation with a client who operated his existing business as a ‘just in time’ for all things accounting; regularly creating challenges for his bookkeeper, and myself as the accountant. Then he bought a new business with little planning and forethought. I became embroiled in last minute panics and substantial missing pieces of critical information. Combined with a 4-month+ backlog of bookkeeping (that we hadn’t been engaged to do) it was time to step away!
I regularly undertake ‘rescue’ work and usually enjoy it – not this time! It became an increasingly unsustainable situation – reactive, disorganised, and fraught with missing key documents. It was time to disengage.
For me, the exit process must be grounded in professionalism, clearly documented steps, and unwavering integrity. Just as best practice steers how we operate day to day, it should also guide how we close a chapter.
Letting a client go isn’t a failure. It’s a strategic decision that protects your wellbeing, your business, and the quality of service you provide. Sometimes the fit simply isn’t right – values misalign, expectations shift, or the scope grows beyond what you can sustainably deliver. Other times, the relationship becomes draining or stressful, and that’s a signal worth listening to.
I often remind myself – if something is keeping me awake at night, it’s time to take action. Exiting a client is one of those actions that requires courage, clarity, and compassion.
The process
A structured process removes emotion from the decision and ensures consistency. It also reinforces your professionalism.
The steps I follow include reviewing the situation objectively (once I have calmed myself down with several deep breaths!), checking the client engagement agreement, re-reading documents, emails, and inhouse file notes, planning the transition, and communicating formally and respectfully. Having these steps mapped out means I’m not reacting emotionally – I’m following a consistent process that aligns with my standards.
In this particular case I was mindful of potential legal consequences and made sure I responded promptly and clearly with next steps, what I would and wouldn’t be completing and likely timeframes.
A graceful exit includes helping the client move forward. This might involve providing final reconciliations or reports, supplying necessary documentation, offering suggestions for next steps, or setting clear end dates for access and responsibilities. You don’t need to overextend yourself, but you can ensure the handover is tidy and professional. I provided helpful information and ‘how to’ instructions for things the client could do to self-help as part of the transition. Some time later the new accountant contacted me and I provided the requested records promptly; along with several spreadsheets that showed where I had got to with work-to-date, and a letter listing the outstanding items and key issues that they should be aware of.
The communication
Sometimes I can be bit blunt and tend to stick to the facts. In this scenario that was definitely the right approach. I explained that the required work was not what had been agreed and was outside our usual services.
A phrase I often use is – that at this stage, I’m no longer the best person to support their business needs. It’s honest, neutral, and keeps the focus on the future rather than the past.
Staying True to Your Values
Values are the compass that guide every decision in my business. When I exit a client, I want to walk away knowing I acted with integrity. That means not compromising on ethical standards, not tolerating behaviour that undermines your wellbeing, not continuing work that conflicts with your principles, and not apologising for protecting your boundaries.
When you operate authentically, trust follows – even in difficult moments. The clients who understand your approach will respect your decision, and those who don’t were never the right fit. It has been put to the test a few times – and on bumping into an ex-client we’ve invariably ended up in a café chatting about what has happened since we were last in touch.
Exiting a client is not just a business decision – it’s a values decision.
When you follow a documented process, communicate with clarity, and act with integrity, you reinforce the standards you want your practice to be known for. It can be an almost instant relief – and you will likely get better sleep!
Remember – it’s not what you do; it’s how you do it. Ending a client relationship with professionalism and grace is one of the strongest demonstrations of best practice in action.
“Integrity is choosing courage over comfort.”
Brené Brown – American academic and podcaster