The time I kicked out a paying client
I've never told this story publicly before. But it was a pivotal lesson on my journey to becoming a better coach. Here’s what happened: Probably a decade or more ago now… This woman joined our year-long programme… And from day one, she was trouble with a capital T. She'd wait until the end of each session, then argue with everything I'd said. Not in a curious way… In a combative way. At first, I thought it was quite funny. She seemed oddly attached to me despite the constant disagreements. But then it escalated… She started bringing random people with her to the events who hadn’t paid. And when I'd run sessions, she'd berate me with insults… But then kept showing up to every single event I ran. Eventually I couldn't take it anymore. I stood on a chair, looked her straight in the eyes and said: "Get the f*** out. Close the door. You're not welcome. Please just leave before it gets worse." She had the nerve to ask for a refund. I told her absolutely not… I'd endured far too much already. Extreme? Perhaps. But the reality is as a coach you will get difficult and even abusive clients. And just because they’re paying you it doesn’t mean you have to put up with it. You MUST have boundaries. Crystal clear ones. We often start out worrying about "being too harsh" with clients. Amy, one of our coaching clients, recently told me she was hesitant about setting strict boundaries with a potential client who seemed difficult. But she made a breakthrough when she told him, "The only way is for you to pay upfront." That's growth. On the other hand, if you don’t set boundaries… One problematic client can poison an entire group. I've seen it over and over again. When you take on someone who's not ready or not right, it hurts everyone. The other clients. Your business. And even the difficult client themselves. Point being… Every difficult client shows you a side of yourself that you need to evaluate. Setting boundaries isn't about being mean… It's about ensuring everyone gets what they came for.