What I Learned from Losing a Client (and How it Shaped My Business)

Losing a client is never easy. It can feel like a gut punch, leaving you questioning everything. But I’ve learned that with every loss comes an opportunity to grow and improve. Today, I want to share one of the biggest lessons I learned from losing a major client—and how it reshaped my business in unexpected ways.

The Reality of Technical Challenges – Internet & Power Struggles

Back in 2021, I lost a client largely due to technical problems. Being based in Zimbabwe and running an international business meant that communication was key. But I faced a persistent issue: unstable internet and frequent power cuts. There were moments where I’d be pitching an idea on Zoom, only to have the call drop mid-conversation. Even with a diesel generator, I was spending more time and resources on keeping the power going than on my actual work.

Lesson #1: Reliable Infrastructure is Crucial

No matter how great your services are, if you can’t communicate consistently, your clients will lose confidence. Ensuring reliable infrastructure is a must before scaling up your business. I learned that hard way, and it’s a lesson I carry with me every day.

Trying to Run a Business Like I Was Still in China

Before moving back to Zimbabwe, I lived in China, where I operated my copywriting and social media marketing business. The fast-paced environment in Nanjing pushed me to be highly competitive and innovative. When I returned to Zimbabwe, I tried to replicate that system—but I quickly realised things didn’t work the same way.

In China, I had access to fast internet, reliable electricity, and a tech-driven business environment. Zimbabwe was different: slow, expensive internet and an emerging market that wasn’t as ready for digital transformation.

Lesson #2: Adapt to the Local Landscape

You can’t transplant international methods into a local market without adapting to the unique challenges. It’s not just about surviving but thriving within your specific environment. Understanding local business dynamics is essential for success.

Giving Away Too Much Information Too Soon

In my eagerness to help my clients, I used to overload them with information—giving them strategies they weren’t ready for. While I wanted to help them succeed quickly, they needed time to grow and implement changes in stages. What ended up happening? They were overwhelmed.

Lesson #3: Pace Your Clients’ Growth

Clients need to grow at a manageable pace. Bombarding them with information too early can backfire. The goal is to guide them step by step, allowing them to absorb and apply knowledge effectively.

Skipping Exercise and Self-Care

I made the mistake of skipping my morning runs to squeeze in more work. I thought I was being productive, but the reality was different. Without that time to clear my mind, I became mentally cluttered and physically drained.

Lesson #4: Prioritise Self-Care

Exercise is crucial for maintaining mental clarity and energy. Successful business owners—like Richard Branson and Oprah—make self-care a priority. It’s not just about work; it’s about creating a healthy balance to avoid burnout.

Taking Losses Personally

When I lost clients or saw their engagement dip, I took it personally. I felt like I was failing them. Over time, I learned that not every fluctuation in business is within my control, and taking every loss to heart would only drain me emotionally.

Lesson #5: Maintain Emotional Distance

Business has its ups and downs. While caring about your clients is essential, taking every failure personally will burn you out. It’s important to maintain a professional, emotionally balanced perspective.

Managing Client Expectations

Another mistake I made was not setting realistic expectations. Some clients thought that marketing would generate immediate results. While I didn’t want to sound too pragmatic, I realised it’s vital to balance optimism with realism.

Lesson #6: Set Clear Expectations Early

Managing expectations is key. Be clear with your clients that marketing is a long-term strategy. While quick wins are possible, building sustainable growth takes time.

The Importance of Mentors and a Supportive Community

During tough times, my mentors—spread across the UK, China, Singapore, and India—played a pivotal role in helping me navigate challenges. But in hindsight, I realised I also needed local mentors who understood the specific dynamics of the Zimbabwean market.

Lesson #7: Build a Diverse Mentorship Network

Having both international and local mentors provides valuable perspectives. While global mentors can push you to think big, local mentors can offer grounded advice relevant to your immediate challenges.

Being Human First, Consultant Second

One of my most significant takeaways was realising that building deep, human connections with clients is just as important as delivering results. I used to focus so much on getting the job done that I forgot to engage with my clients on a more personal level.

Lesson #8: Balance Professionalism with Humanity

Clients appreciate expertise, but they also want to feel heard and understood. Building lasting relationships means knowing when to be the expert and when to simply be a supportive partner.

Asking for Feedback – A Missed Opportunity

One of my biggest mistakes was not asking for feedback regularly. I thought everything was fine until my client suddenly decided not to renew our contract. I was blindsided.

Lesson #9: Regularly Ask for Feedback

Feedback is a powerful tool for growth. Checking in with your clients and asking for performance reviews can help you meet their evolving needs and prevent unexpected losses.

Knowing When a Client Has Outgrown You

Sometimes, clients outgrow your services. I helped one client go from the idea stage to building a strong brand. But as they grew, I didn’t have the capacity to meet their new needs. Instead of gracefully stepping aside, I tried to stretch myself too thin.

Lesson #10: Know When to Let Go

It’s important to recognise when a client has outgrown your services. Instead of seeing it as a failure, maintain a network of professionals you can refer them to. This way, you continue to be a reliable resource—even if you’re not the one continuing the work.

Final Reflections: Embracing Growth

Losing a client wasn’t the failure I thought it was. In fact, it was a turning point that pushed me to refine my business and focus on sustainability. The lessons I learned shaped me into a stronger entrepreneur—and I hope that by sharing my story, you can avoid some of the mistakes I made.

Remember, setbacks are setups for something bigger. What challenges have you faced in your business, and how have they helped you grow?