I got fired last week – by my doctor.
It was one of those experiences I never expected to have, actually.
I realize that as entrepreneurs – including doctors in private practice – we can find ourselves in the situation where a client’s needs exceed what we are willing or able to provide, and sometimes we must sever the provider-client relationship. This can be due to many reasons, including an incompatibility in skills, unrealistic expectations, or even just a simple personality conflict. Whatever the reason, it is sometimes necessary.
As a result, I actually guide my clients to adopt the practice of “firing” a client when it is appropriate. To be a truly productive entrepreneur, you must invoke the 80-20 rule and focus on the clients you can best serve, and dispense with those who need assistance outside of your core specialty and/or consistently take up significantly more of your time with no additional profits. For an entertainingly written lesson on the 80-20 rule, order a copy of Tim Ferriss’ book from our “resources” tab above.
We’ve all faced such a situation, and successful entrepreneurs utilize their patience and communication skills to help the client discover and ultimately agree with a parting of ways. When you invest the time and effort to help a client see this as a win-win, they’ll often appreciate your assessment and still think highly of you. You may even receive future referrals from them. I’ve seen it happen!
While I was already aware that an effective “break-up” conversation is key to avoiding further issues with the client, it wasn’t until I got fired that I realized just how important it truly is.
Last week when my orthopedic surgeon diagnosed my shattered wrist and impatiently gave me 5 minutes to decide between getting a cast or scheduling surgery for the next morning, I was not expecting him to fire me 6 hours later.
Feeling very uncertain, I chose the surgery and scheduled it for 7AM the next day. However, after speaking with two colleagues that evening, I understood that I should at least get a second opinion before proceeding. I called Dr. A’s office and asked the answering service to page him for me.
When Dr. A called a few minutes later, I explained my uncertainty and that I would seek a second opinion before proceeding with the surgery. If the second opinion agreed that surgery was the better option, I would reschedule my surgery with Dr. A for later this week.
“You’re cancelling?!” he asked. “No. If you’re cancelling tomorrow’s surgery then you’ll need to find another provider. We’re done.”
First, I was stunned. Then, I was relieved! He’s clearly not the right doctor for me. And I fully support his right to cease providing service to me since we are not a good match. And actually, I am thankful to him for his response to my needs.
I needed a skilled and trusted surgeon who also could understand my uncertainty, offer expert guidance on my reluctance regarding surgery, and perhaps even appreciate the responsibility I was taking for my own health by seeking a second opinion. He chose not to offer that, and he wasn’t exactly smooth with the “break-up” conversation. While I am now glad that he fired me, he certainly won’t be receiving any referrals from me in the future.
My lesson? That the “break-up” conversation is key. I’m am now even more committed that any client who is not a good match for my services be treated with respect, kindness, and empathy. Regardless of future referral potential! : )
