How to say goodbye correctly
1.Take care of the legal aspects in advance: the contract must contain a clause that you have the right to terminate the service in certain cases. Consult a lawyer on how best to formulate this clause to protect you from toxic clients.
2. Collect information about the client: all conversations and correspondence with them, all the problems that they reported, all bad and good reviews. Make sure that the client really had a toxic influence, and it isn't that you messed up a million times and he or she is justly dissatisfied.
3. Calculate how much you spent on supporting, developing and servicing this particular client, and the hours of all employees, from support to testers. How much will you lose if they leave? Perhaps you will benefit.
4. Talk to the client. Sending them a formal email that you no longer want to do business with them is the same as breaking up with someone via SMS — it is wrong and not nice. Choose your words: explain that you're losing money on them and it is not profitable not only for you, but also for the client. Help the customer find an alternative to your product and arrange a relocation. Exhale with relief.
5. What if you can't fire them under the terms of the contract?
Limit the toxic effect of the customer. Determine clearly what is included and not included in their service, where the limits of your product and service capabilities end. To protect yourself from terrorists, make a note in the CRM for the team that you should communicate with the client in a special way: formally, on business, and no longer than 1 minute. Reduce the number of channels where they can contact you — for example, let them send their outrage letters only by email. Usually, when creating conditions where it is no longer possible to complain, the client decides to leave on their own. Or, they think about their behavior, stay and behave well.