How to say “NO” and still make them happy
There are plenty of reasons why you sometimes have to turn a prospective client down. It may be that you’re already swamped with work, the job required is beyond your current capabilities, the offered payment is too low, or some other intangibles. Whatever the case, one should be careful in turning a client down. A properly made refusal means that you maintain a good relationship, and opens up the possibility of doing business at a later date. Do it the wrong way, and the bad customer experience may trickle out through word of mouth.
When you say “no” to somebody, always give them alternatives. Without it, they’ll feel trapped in a situation they don’t want. Having options give them a way out of that unwanted situation. More importantly, it makes them feel in control. Having the power to choose is a very potent thing. For example, you can refer them to your friends who are in the same line of work (so that they’ll do the same for you later on) or suggest other solutions to the client’s needs.
Sell your alternatives. Don’t apologize for them as if they are second rate options. The client will only feel that you are pushing him away. Drive home the point that they are good alternatives and keep a positive tone. For example, if you refer them to others, mention their qualifications, how long you’ve known them, and why they’d be great for that particular job.
Use the sandwich method. That is, GOOD-BAD-GOOD. For an example, the first few sentences could be for thanking the client for his interest in engaging your services. Compliment him on his vision for the project. Then, proceed to say that it would be a good challenge to be a part of it, however you may not be able to work on the project because (INSERT REASON HERE). You would still like to help the client, though, by referring him to ____________ and _____________, both of whom are excellent in their jobs. Provide their contact information and close by assuring the client that if he has further questions, you’ll be more than willing to help him.
These things have helped me immensely so far on many occasions not confined to business. Do you have other ways to go about saying no? Please share with us in the comments below.
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