Firing Clients
Something that I absolutely learned the hard way (more than once)… It’s okay to fire clients. In fact, I’d say it’s important to fire clients. I don’t mean fire all your clients, obviously, but when you should part ways, do it.
And you’re maybe thinking, “okay, yeah, cool, but how do I know it’s time to part ways?” Let’s get into it.
There are a lot of reasons clients might not be right for you. Some of them are pretty obvious when you step back and look at it like an outsider, and some are more subtle.
Some indications that a client isn’t the right fit:
You’re advocating for their horse and they’re pushing back. That’s crazy, right? If you’ve yet to encounter this (lucky mf), you might be thinking “lol, Jenn, if someone’s hiring a bodyworker, no way they’re arguing against doing what’s best for the horse!” Wrong-o. As much as it pains me to say this, you WILL end up with clients who want to feel like they’re doing what’s best for their horses by getting them bodywork, but don’t actually want to make necessary changes to address the horse’s well-being overall. I’ve had clients who refuse to change their saddles, refuse to change exercise programs to help their horses, and refuse to give their horses time off when they desperately need it. I shouldn’t be advocating for a client's horse against the client… Gross.
You’re being undervalued by a client. I don’t care if you charge $40 for a session (no, I actually do, please don’t do that shit), someone will claim you’re overpriced. It’s gonna happen at some point. And honestly, it’ll probably be a little subtle. They might not outright say “aw hell, that’s way too much money for bodywork.” It might be something like them saying to a friend within earshot “yeah, one hundred fuckin dollars!” Either way, the sentiment is the same, and I don’t think anyone should be in a situation where they’re being devalued or unappreciated.
Your client isn’t respecting your time. This one isn’t common for me anymore, as the majority of the time I’m working, owners aren’t present. But it has happened regularly enough that I ended up using contracts that included late and no-show fees. If you have clients who are routinely making you sit around and wait for them, whether they’re at the barn when you arrive but the horse isn’t caught, or you show up to the barn and the owner isn’t there for 10 more minutes and still has to get and prep the horse, it’s not okay. *This is actually a great reminder of why you should have clear policies that you provide for all new and existing clients to sign.
You’re dreading going to a client. I don’t mean “it’s raining out and I’m feeling like having a cozy day instead of working". I mean it’s that client that you get this pit in your stomach over every time. Where you hope that they’ll cancel when you reach out to confirm. Where you wish they didn’t ask to schedule another session after you’re done. That client shouldn’t be a part of your rotation. We don’t work for ourselves because we want to do things we dread. We work for ourselves so that we have autonomy and freedom to say “you know, I don’t actually want to do that” and move on. If you’re having pre-session anxiety over the same client each time, kick em to the curb.
Your client has unrealistic expectations. If a client thinks you’ll “fix” their horse, it’s a red flag. If a client thinks they can get their horse bodywork rather than firing their shitty farrier that’s causing their horses to have issues, red flag. If a client thinks that their horse should feel like a completely different horse when they ride after one session, red flag. I could go all day, but you get the gist. Sometimes, these expectations are up-front, and the client presents the “issues” they want “fixed” at the first session, and it’s pretty obvious what you’ve gotten into. Other times, it’s dropped on you after the fact, where 4 sessions in, they’re pissed that you haven’t turned their ass backwards backyard pony into a GP dressage horse, and you’re like…..?????? Either way, when it comes up, if expectations can’t be managed appropriately and understood by the client, then it’s time to get rid of them.
You can’t help every horse. I mean, you might want to help every horse, but it’s not fair to you. You don’t owe services to every client just because they want to work with you, and as much as you want to help the horses, you don’t belong in every barn. I think that’s a good thing. It’s like trying to be everyone’s cup of tea. Not everyone even likes tea… So, I encourage you to think about how you feel when you’re working with your clients - before, during, and after. Audit your client list. And if any of these situations I mentioned made you go “omg that’s .” then it’s time to let them go…
If you feel like you want to fire a client, but you just can’t find the right way, tap the link below and send me an email! I’ve got you!