Clients getting snippy during a session is normal.  Some snap because they are tired, others dehydrated, and others due to low blood sugar. I notice, remind them to eat/drink/take meds and occasionally take the verbal bite. Then I mentally note to book a shorter session next time.

It never affects the relationship because the frustration is short-lived.  Overall they care that they said something hurtful, they may apologize or simply hug me harder when I leave for the day.  A funny story or a joke goes a long way to righting the proverbial ship so that our plan to move a senior stays the course.

That was the case until this week when a client went full anger dumping for 6 hours followed by angry texts and emails in the days that followed. She was angry with her loan officer, her real estate agent, her brother….even the moving boxes and the packing tape were getting cussed out. One of my staff and I were working Monday and by the end of the day, we were walking on eggshells. When she went after me, I shut up and left the room. I expressed concern the next day that since she was upset and lashing out that perhaps she might want to use someone else? Clearly we were not giving her the service she desired. ?

For days after, she pestered me trying to get another slot in our schedule. I declined.  For the first time in 4 years, I sent the client an email this morning invoking my “verbal abuse” clause and canceled her contract. I had to contend with numerous difficult individuals during my tenure in Corporate America and now that I own my own business, I will not tolerate
such behavior.

I advised her that I would refer her to other services who were my competitors. I gave her no additional explanation. Then I braced for my first one star ⭐️  Google review.

I expected a one star review would be horrible, but in this case I welcomed it because it would give me a platform to advise clients that I will not have an unsafe working environment either mentally or physically.  Verbal abuse is a no-no.

Instead, she sent me a letter of apology – An actual “I’m sorry” not an “I’m sorry but.” She apologized for making us uncomfortable, for dumping her anger on us and that she was in fact following the move plan I had put together for her.

UPDATE: After sending me multiple harassing emails, I canceled the contract and referred her to two of my competitors.

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