Hello, This is Laura Rose, author of the business and time management book: TimePeace: Making Peace with Time, the Book of Answers: 105 Career Critical Situations and Business Marketing for Entrepreneurs is a certified business and efficiency coach. And I specialize in professional development, career management, time management, and work life balance strategies.Simply put, I give people the time to be, do and have whatever they want.
I recently recieved the following question about when to say “no” to a client. I advocate saying “YES” to everything but on your own terms. Read below for some examples.
1) When should you say no to a client?
Since you are using the word “client” and not “potential client” – I am assuming that you are already working with this person and something has come up that is not in your wheel-house or expertise. In this example, you always have your client’s best interest in mind. Saying “YES” in this example may mean that you find someone else more suited for their need. You refer him/her to one of your qualified affiliates.
You want to always give your client the best, and sometimes the “best” is someone else.
2) How do you not lose the client’s future business?
You do not lose the client’s future business but keeping their best interest in mind. If you are always doing your best (and sometimes your best is to refer them to someone else), you will be rewarded greatly. You want the client to be totally satisfied at all time. Therefore, if/when you do refer them to someone else – continue to touch base to make sure your client is totally satisfied with their results. If they feel that the referal isn’t a great fit, ask and fine-tune their exact requirements. Find out what is not working. Then recommend someone else that meets those new requirements. If you become an opportunity-agent to your client, your client will always return to you.
3) Is there a way to refuse business without offending the client?
Acknowledge that your main goal and purpose is to satisfy the client. This doesn’t mean that you have to be the one doing the work. This means that at the end of the day, the client needs to be totally satisfied. They don’t care if you are the one that solves their issue or someone else. As long as you provide them the answer (even if it’s sending them to a qualified supplier), you are servicing your client.
The key is to create affiliated partners, joint partners and business referal programs. This allows you to become the one-stop-shop for your high-profile clients. They know that you will get them what they need. You may not know all the answers, but you know where to go to get all the answers.
4) What are the drawbacks of taking on business you don’t feel is a fit for your company?
The adage “Jack of all trades, Master of none” comes to mind. If you take on a task that is outside your area of genious, you will not be providing high-quality service. It will take you longer to deliver. And you will be resenting the time spent on this task. This will affect both your demeanor to the client and your client satisfaction rating. Your client may not tell you directly, but they will tell others about their disappointment in your product or service. They will not only “not” refer you but actually recommend people to stay away from your establishment.
For every 1 official complaint you receive, that client is telling at least 10 other people. This is also true for every compliment that you receive.