Instructions to Clients - Short

Have a clear agreement. Value their inputs. Don't overpromise. Transparency is key. A well-scheduled plan goes a long way. Get friendly. Share updates regularly.

"Explain the problem, propose an amicable parting and offer to aid the client in the transition," Dopkiss added. "Sometimes, they'll accept your offer. Other times, the client might just surprise you by recommitting to the relationship." If you do end up parting ways, be sure to remain polite and professional about it.

Establish a human connection. Be sensitive to your client's comfort zone. Leverage your company brand. Understand communication channels2026 and when to use them. Prioritise quality over quantity. Use your marketing team wherever possible. Add a personal touch. Use your knowledge to everyone's advantage.

It's not necessary, or suggested, to include a reason for the termination. Tell the client what they need to do to move forward without you and what could happen if they don't. Termination means it's the end. Send the letter via a traceable delivery method. Be wary of terminating a client right before a deadline.

E-mail. Website. Phone Technology. Text Messaging. Web Chat. Social Media. Video Messaging. Handwritten Notes.

Check your contract. This is an important first step that's far too easy to miss. Provide plenty of notice. Clearly explain that you're moving on. Give a brief reason. Provide an end date. Express gratitude. Offer a referral. Keep in touch.

My personal preference is that the client brief is not the creative brief, rather it's a clear statement of the business problem they want to solve. Ideally the client brief includes as much context, product understanding, market dynamics, competitive insight, and customer insight as they can muster.

Say No without actually saying No When you break negative news to clients you want to soften the blow and show them you understand their concerns. Clarify things before you say No Begin with empathy. Explain things carefully. Offer alternatives. Listen to your customers. Do your best to solve the issue. Follow up.

Stay calm, rational and polite. Give reasons for terminating the relationship, but keep emotion and name-calling out of the conversation. Follow-up with a phone call. You can start the process with an email, but you should follow-up with a phone call to talk your client through the process and answer any questions.