Why Clients Fire Professional Service Firms

Professional service firms lose clients for many different reasons. Programs end, goals change, contacts leave an organization or budgets are exhausted.

Some times, however, the relationship between the client and the firm takes a turn for the worse. Over our 20 years in the client service business, we have been able to narrow the list to about 13 different issues that strain the client/service provider relationship, including:

• Expectations not met. In some cases, expectations are not even set.
• Management from the firm is not visible.
• The firm charges the client for rework and/or outright errors.
• The firm shows a lot of interest in making money, and not enough in providing service.
• The firm is slow responding to the client.
• Poor communication skills exhibited by the firm, especially with writing.
• Overstated capabilities on the part of the firm.
• Inconsistent quality.
• Too expensive.
• The client perceives that the firm is not interested enough in the company's business.
• There's overstaffing on the account, or high turnover on the firm's team.
• The client sees the firm as simply reactive (not proactive).
• Poor financial controls (inaccurate or late invoices, overcharging or underestimating, and too much nickle-and-diming).