The Art of Business: Why ‘Goodbye’ Doesn’t Have to Mean Forever

Eric J. Adams

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Business relationships have three possible endings and two of them aren’t good. The best ending comes after the completion of a successful project with everyone happy. May all your relationships end this way, or better yet, may you keep the client until your retirement.

But sometimes endings simply fizzle out. It’s hard to figure out exactly why the relationship is coming to an end. Is there truly no more work, as the client swears, or is the client less than satisfied with what you’ve done and hoping you’ll understand the silence and take a walk?

The third relationship ending is the flame out. Maybe it’s a personality clash, lack of a shared vision, or a total screw up by either you or the client, but it’s painfully clear the end has come.

As is always the case in the business world, your goal is to take a less-than-ideal situation and turn it into your advantage. There’s still much to be gained after the relationship has ended, regardless of its nature. There’s always the prospect of future work with the client, of course. But even if future work is not in the picture, your client can become a source of new contacts or at least the source of valued feedback. So when you’re sure the working relationship is truly over, follow these simple steps for a successful exit.

• Don’t Take It Personally.

Everyone hates rejection — and termination, spoken or unspoken, is exactly that. When you feel resentment or bitterness, the compulsion is to react verbally or in some passive-aggressive way. Don’t do it. The satisfaction is fleeting while the consequences are forever. Better to bite your lip and offer a polite goodbye.

• Be the first to say goodbye.

Many clients don’t have the heart or courage to say, “Thanks, but we won’t be needing you anymore,” so say it for them. Once you’re sure, say something like, “It looks like all the work is done here. I really enjoyed working with you, and I hope we get a chance to work together again soon.” Be sure, of course, that the job

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over before you say any goodbye and, keep that door open. A big thank you goes a long way.

• Be frank.

Should the relationship end on a sour note, don’t sugar coat or ignore the points of contention. Even if the problems or disagreements weren’t your fault, there’s something to be learned from every experience, and therefore something worthwhile to say to your soon-to-be-ex clients. Try: “Sorry it didn’t turn out as expected, but I learned a lot working on this job, which I’m sure I’ll be able to apply to future jobs, and I thank you for that.”

• Get feedback.

In the corporate world they call it an exit interview, whereby managers hope to glean morsels of gossip from outgoing employees. Management is right about one thing, people have a tendency to be outspoken at the end of the relationship. For you, it’s a great time to ask for feedback — specific feedback. “Was there anything I could have done better?” “In what ways could I have improved our working relationship?” “What were the highlights and low points of the process?”

• Say goodbye to everyone.

If you’re working with several people inside a company, even casually, take the time via e-mail or phone to say thank to each one. Do it individually, not in one of those “Bye-ya’ll” e-mails. You never know when that administrative assistant will be promoted, and you can be sure your gesture of a two-minute phone call will be remembered. People move on to different companies and different positions, and they take their contact files with them.

• Keep lines of communications open.

This, of course, is your top priority. It sounds like a no-brainer, but think about how many business relationships you’ve had that did

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end this way. “You have my number, please call if there’s anything I can do.” This simple phrase does so much; it informs the client that you’re not harboring bad feelings at the end of the bad relationship or expecting too much at the end of a good one. You may also want to include this tag line: “By the way, can I use you as a reference for new clients?” Your client will automatically start thinking about all the good things they’ll say about you — what a wonderful refresher course for them.

• Check in regularly.

A few months after the end of relationship, check in with your client to ask how it’s going. Talk about the project you’ve worked on together and ask for any new thoughts now that time has lapsed. You can keep in touch also by e-mailing relevant news clippings or postings about the client’s industry or interests. One reminder that you’re “available” is enough. Never sound desperate.

Why let a simple goodbye interfere with a good business relationship? Think of the end only as the chance to create a new beginning.