When to Say No: How and When to Fire a Client Without Hurting Your Business

You’ve probably heard it before: “The customer is always right.” Well, I’m here to tell you, they’re not. As a dog trainer running a business, one of the most important lessons you’ll learn is knowing when to say no to a client or, in some cases, when to let them go.

Whether they’re constantly late, refuse to follow your training advice, or disrespect your boundaries, not every client is the right fit. And yes, it’s hard to imagine turning down money, especially when you're trying to grow your business, but trust me—it’s not just about the income. Taking on the wrong clients can cost you time, energy, and reputation, and in the long run, those losses are much greater than any single paycheck.

Let’s break it down and get into exactly when and how you should say no or fire a client, and why it’s essential for your sanity—and your success.

1. When They Refuse to Follow Your Training Program

You’ve set up a clear, customized training plan, but after weeks, the client’s dog is still pulling, jumping, or worse, showing no signs of progress. Why? Because the client isn't putting in the work. As trainers, we know that dog training requires consistency, both during sessions and in between. If a client continually ignores your advice, refuses to follow through, or expects you to fix the problem without their involvement, it’s time for a serious talk.

Action Step:

Set clear expectations from the beginning. This means putting short and sweet information on your website, sign up for and social media ensuring they know who you are and what you expect.

Make sure clients understand that they have responsibilities in this process. If they don’t follow through, and the dog doesn’t improve, it's not on you—it’s on them. After a couple of warnings, if nothing changes, it may be time to walk away.

2. When They Disrespect Your Boundaries or Time

Ever had a client who texts you at 10 p.m. or demands extra sessions but doesn’t respect your time or availability? These are the clients who drain you emotionally and mentally. You set your hours and stick to them for a reason—so you can offer your best to your clients while maintaining a balanced life. Boundaries are crucial for maintaining a sustainable business.

Action Step:

Create clear boundaries around communication and session scheduling, and enforce them. Make it clear that you’re not available 24/7. This means DON'T RESPOND! You must train your client like anyone and anything else. If you respond on Sunday or at 10pm, you're reaching them that's acceptable.

If a client continues to push those boundaries after repeated reminders, don’t hesitate to fire them. Your time is precious, and there are other clients who will respect it.

3. When They Constantly Haggle Over Price

If a client is consistently questioning your rates or trying to negotiate a lower price for your services, it’s a red flag. Your rates are set for a reason—they reflect your expertise, the value you provide, and the results you deliver. Don’t let anyone diminish that by pushing for discounts or "special deals."

Action Step:

Communicate your pricing clearly from the start and stand by it. If a client continues to haggle or complain about your fees, it’s a clear sign they don’t value your work. Politely let them know you won’t be able to continue working with them if they can’t meet your rates.

4. When the Dog Poses a Serious Safety Risk

While most dog trainers are equipped to handle difficult cases, there are times when a dog may be too aggressive or reactive for the scope of your services. If you feel that a client’s dog poses a serious safety risk to yourself, other dogs, or even the client, it’s crucial to step back. You’re not obligated to put yourself or others in harm’s way.

Action Step:

Evaluate the situation carefully. If a dog’s behavior is beyond your expertise or safety concerns arise, refer the client to a specialist who deals specifically with aggression or high-risk behaviors. Let the client know your decision in a professional manner, and make sure to emphasize their dog’s safety and well-being.

Example: "I want to ensure you receive the support you need. I believe (insert specialist here) is a strong fit for what you and (dog's name) need. Please let me know if you have any other questions."

5. When They Are Disrespectful or Verbally Abusive

It’s an unfortunate reality—some clients simply do not respect your professionalism or expertise. Whether it's constant complaints, rude behavior, or outright verbal abuse, these clients aren’t worth the hassle. Allowing disrespect to continue will only erode your self-confidence and make your work unbearable.

Action Step:

Be direct and professional when you confront this behavior. Let the client know that their attitude is unacceptable, and if it continues, you will no longer be able to work with them. It’s your business, and you have the right to fire any client who makes your life more difficult than it needs to be.

How to Fire a Client Gracefully

So, you've decided it's time to let a client go. How do you do it without burning bridges or damaging your reputation? Here’s how:

• Stay Professional: No matter how frustrating the client has been, keep the conversation respectful and professional.

• Be Honest: Let the client know why you’re stepping away. You can phrase it kindly, but honesty is important.

• Provide an Alternative: If appropriate, suggest another trainer or specialist who might be a better fit for their needs.

• Give Clear Next Steps: Let them know how you’ll wrap up any loose ends, like final payments or outstanding sessions.

• Send a Refund: In cases where you believe they will be difficult or write a negative review, preemptively send a refund. This ALWAYS shuts them up.

Example: "Hi [Client], after reviewing our progress, I believe I’m not the best fit for your training needs. I want to ensure you get the best results, and I think [Trainer/Specialist] might be a better match for your dog’s specific behavior challenges. I will send over their contact information and wrap up our final session details by [Date]. Thank you for understanding.”

The Bottom Line

Saying no or firing a client isn’t easy, but it’s often necessary to protect your business, your reputation, and your well-being. Remember: not every client is a good fit, and that’s okay. By setting boundaries, standing firm on your values, and knowing when to let go, you’ll free up time and energy for the clients who truly value what you bring to the table.

It’s your business. Take control and don’t be afraid to say no when it’s the right thing to do.

By Brianna Dick

Owner of Pack Leader Help

Owner of Your Dog Biz Coach

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