How do you politely dismiss delinquent clients?

Question

We run a lawn care service where we provide weekly and biweekly service to clients. We bill upon completion of the job and after 2 unpaid invoices will suspend their service schedule until the client account has been settled in full. About 95% of clients do pay up their accounts but then we go on to chasing down those same people nearly every month. I am the bookkeeper and in 2026 I'm proposing that we dismiss several of these delinquent clients but I would like to be sure I communicate the message in a polite way and am able to combat any arguments or negative reviews that may come from this conversation. Has anyone else dealt with this and what were your steps to notify the client that you will no longer be providing service for them next season? Is it a phone call, email, or both?

julie · Answer

Hey NConway, this sounds like such a tricky spot to be in. It makes total sense that you'd want to set firmer boundaries going into the next season, especially if you're finding it's the same clients each time.

I came across this article that might help with the communication side of things: How to Fire a Client . It also includes examples of what to say in emails or calls, in case that's also helpful!

I'm really interested to hear how others here have handled this too

nconway · Answer

Thank you for this reference! I'll check it out.

judithvirag · Answer

I would try to implement a new process. We charge our cleanings after the clean.&nbsp; We do not take on any clients without a credit card on file and if they do not pay within 3 days we charge their cards.&nbsp; For the current ones I would just email the invoice out of jobber asking for payment - if they do not pay send it a letter that you will be sending it to collection. Usually pay up at this notice.&nbsp; Cash flow is king.&nbsp;

Forum Discussion

How do you politely dismiss delinquent clients?

3 Replies