IT and Business Insights for SMB Solution Providers

How, When, and Why to Fire Clients: Page 2 of 2

Use client metrics like profitability, tech support time, willingness to accept advice, and how they treat your staff to weed out those who pose more trouble than they’re worth. By Geoffrey Oldmixon

Be sure to follow ethical and legal best practices too. “Don’t just walk away and say, ‘I don’t care,’” Palachuk warns. “You may have a liability issue depending on how you go about it.”

Tubb agrees. “What you shouldn’t do is withhold intellectual property. I’ve seen some MSPs leave under bad circumstances, and they withheld information, withheld usernames and passwords, and [withheld] administration credentials—all those types of things to punish the client. And that just leads to ill will.”

“In New Hampshire, that can actually be a criminal issue,” Walsh points out. “The No. 1 thing is to make sure you don’t do anything to interrupt services. Even if the client is unprofessional, get out of it in a way that allows them to continue their service. If you follow the law and give them proper notice, you can shut them off according to your agreement.”

Image: iStock/erhui1979

About the Author

Geoffrey Oldmixon is a freelance writer based in Western Massachusetts.

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