How to break up with a service provider — nicely.
I had to break up with a business. I was working with another service provider, and it just wasn't serving me anymore. It was hard, but I had to call it quits.
As a business owner, maintaining productive relationships with your service providers is crucial. However, there are times when these relationships no longer serve your best interests. It’s essential to recognise when it's time to part ways, understand the reasons behind it, and know how to handle the breakup professionally.
There's nothing worse than getting angry, calling them out, being nasty and then they (potentially) drag you and your business through the mud. No one wants that.
So, in my experience, here's what how I've approached this exact situation.
The Rationalising
Recognise the Energy Drainers
When a service provider becomes more of an energy drain than a benefit, it's a clear sign that something is amiss. If they’re not doing what was agreed upon or not delivering results that align with your needs, it’s time to reassess the relationship.
In my case, I had to follow up multiple times across multiple months on deliverables that hadn't been sent or shared. Communication was poor and there was a lot of my time trying to piece things together that was taking me away from my clients and other priorities — which is not the point of outsourcing!
Assess Their Impact on Your Business
Consider if the service provider is genuinely helping your business. If they’re not getting results or not moving in the direction you need, it’s time to evaluate their contribution. Always seek to understand first — try to comprehend what went wrong and why. Second chances are great, but keep a close eye on their progress.
It's ok to give them the feedback and say that you're not happy with the current way of working. Understand the situation — there might be things going on that you don't know about. There's always an opportunity to improve a process or experience, but let them know how you're feeling first!
Avoid Complacency
It’s easy to fall into the trap of complacency, especially when dealing with long-term service providers. Remember, marketing and sales are your top priorities. While outsourcing can be helpful, you can’t hand over everything to people who don’t fully understand your vision or share the same level of care, detail, and drive as you do for your business.
This is where I got caught out. I was SO excited to be outsourcing something that took up a lot of my time and as I got busier, I thought perfect! They were great, had worked with a lot of businesses I liked and seemed to get great results. Then the more I stepped back, the more I noticed things slipping.
Communicate Openly
Don’t be afraid to address issues directly. Avoiding confrontation only leads to resentment. Provide clear feedback by explaining the issue from your perspective and the impact it's having on your business. Review your contract and expectations, ensuring you’ve done everything possible to support them. Be firm and clear about your expectations.
It's okay to be honest and have a conversation, even if it's difficult. Be transparent, share how you're feeling, always use examples and avoid the blame game. Just try to understand what happened and why, and work out how you're going to move forward. Also read your contracts! You might need to give a notice period for you can cancel, especially a retainer service provider.
Provide Specific Feedback
When giving feedback, focus on specific behaviours or outcomes that didn’t meet your expectations. Avoid commenting on intangible aspects like attitude. Specific examples are crucial — write them down if necessary. This approach ensures that your feedback is constructive and actionable.
This is how you stay firm, honest and unemotional. Don't go in there guns blazing and ready to fight. Be calm and approach the situation with a level head, giving them very specific information. It's a win-win — you say what you need to, and they have an opportunity to take on the feedback and make changes.
The Break Up
You've given them a second chance, now it's time to go through with it. Breaking up with a service provider can be challenging, but here’s a step-by-step guide to make the process smoother.
Document Your Concerns
Keep a record of all issues, including dates, communications, and specific instances where the service provider failed to meet expectations. Be thorough — this is the specific feedback you need to give.
Communicate Clearly
Arrange a meeting to discuss your concerns. Be honest but professional, focusing on how their performance is impacting your business. Speak clearly and don't let your emotions get the best of you!
Review Your Contract
Ensure you understand the terms of your agreement, including termination clauses. This knowledge will help you navigate the breakup process without legal complications.
Plan the Transition
Prepare for the transition by identifying alternative service providers or internal solutions. Ensure there’s minimal disruption to your business operations.
Formalise the Termination
Follow the contractual procedures for termination. Provide written notice and keep all communications professional.
It's a really shitty feeling, but at the end of the day, you need to do what's best for your business. And no one teaches you this stuff! Everyone teaches you about the fun, glitzy glam of running a business, but it takes a few frogs to find your dream match. You just got to learn all of this along the way.
Hope this helps!
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