This somewhat of a follow up to my last post about the “Fear of Saying No.” I realized after re-reading my post that perhaps there is a fear of saying no because people don’t know how to say it without offending the would-be client. This post is going to discuss some of the ways that I feel are appropriate to tell a client “No, but thank you” at the same time.
First off, I think a lot of it depends on how the would-be client comes to you. For example, if they have come through a contact form on your website and you are sure they weren’t referred by one of your long-term clients, a simple email can do the trick. In the email, you want to be sure to make them feel that you have really taken some time to consider your decision. Don’t shoot back and email 5 minutes after they sent the request, unless that email is to let them know you got their request and are in the process of reviewing it. After a good amount of time (at least 1 to 2 hours) has passed, respond to their request in a fashion such as:
“We appreciate you taking the time to submit your request and consider us for your project. However, after careful review of our production schedule and your project needs, we have to respectfully decline to bid on your project. We know that you have many choices when looking for a {insert type of company here}, and thank you for thinking of us in your selection process.”
This might be a little formal or too short/long, but you can customize your response to fit your needs.
Now, if the would-be client was referred to you by an existing or previous client, then I would suggest calling them and making it more personal. When you have them on the phone you can explain to them that you have structured your company to only take on a certain number/size of projects, and in a few weeks/months you will have room for a new project. This lets that company know that you aren’t just saying know to get rid of them; you are trying to produce a quality product and give each client and project 110%.
Now, I’m sure there are many more examples of when and how to say no, and if you have some to share I know there are plenty of us out there that would like to hear some different versions.
In the end, what really matters is that you say no in a professional, courteous way, and that the would-be client knows that you aren’t just brushing them off for a bigger, better prospect (unless, of course, you really are!).
