How to say "No" to a Client without Ruining the Relationship (+exact script)
Establishing great relationships with customers is the most important piece of running a successful business. After all, they are your business. But how can you say "no" to a client without ruining the relationship?
Customers can definitely fire you and never repeat business. And check the main reason why customers leave a company... "They believe you don't care about them!"
Souce: superoffice
If you don't follow the right strategy to saying "no" to a client without disappointing them, they might fall under the 68% bucket.
I'm going to detail the process to say "no" to a client, show you the exact script for turning down a customer (without ruining the relationship) and even getting your customer to like you more.
How to say "No" to a client without ruining the Relationship
Step 1: Build rapport with your client
Step 2: Be honest about why you can't work with them
Step 3: Don't leave the client hanging after the "no"... offer alternatives
Step 4: Follow up with your client a few days after the "rejection"
The 4 Myths of saying "no" to client
Get the 5-step process I use to squeeze in 107 minutes of free time, every day.
How to say "No" to a client in 4 simple steps
These 4 steps will help you say "no" to a client confidently while maintaining a great relationship with them.
Step 1: Build rapport with your client
The key to maintaining a great relationship with your client (even while saying no) is appreciating their contact, trust and interest. You don't want to initiate the conversation or the email apologizing.
On the opposite side, you want to acknowledge the importance they have in your business and mention some event that shows they are important to you. After all, the main reason clients leave a company is they believe company's don't care about them. You really want to avoid your clients feeling that way.
Here's the perfect script to initiate the conversation with your customer:
Hi [name],
I hope you are doing well! How was the [event/something you know about the person]?
As always, thank you very much for reaching out and showing your willingness to work with us. It's a pleasure to work with clients like you!
Step 2: Be honest about why you can't work with them
Time is up. You must be straightforward and tell your client you will have, unfortunately, to say no. However, when I say straightforward I don't mean rude.
You can say no without sounding negative. In fact, you should. Otherwise, you risk ruining the relationship.
At the same time, writing multiple paragraphs explaining why you can't work with them, is not effective either. 2-3 lines are often enough to explain your reason.
Here's the script detailing your reasons to say no:
Hi [name],
I hope you are doing well! How was the [event/fact you know about the person]?
As always, thank you very much for reaching out and showing your willingness to work with us. It's a pleasure to work with clients like you!
At the moment, we are dealing with [overload of requests, refining the product, defining a strategy, adding features, customer research, etc]. This means that, unfortunately, we cannot satisfy your request.
If something changes, you will be the first to know.
Notice that the explanation given is not too detailed. There is one simple argument for the rejection.
The paragraph in which you say "no" should be followed by a positive one, with the intent of making the customer feel special — “If something changes, you will be the first to know.”
Step 3: Don't leave the client hanging after the rejection... Offer alternatives!
You already said no. What's next? Should you send the email? No!
In fact, after the "no", you have a great opportunity to build up the relationship. This is the perfect moment to show you really care, even if you can't directly serve them.
The best way to make your clients happy is to recommend another high-quality service from a competitor. When you do this, you have nothing to lose. When you don't do this, you risk ruining the relationship forever.
The result of a recommendation is word of mouth, a great relationship and trust.
This is how you should recommend alternatives to your customer, with the exact script:
Hi [name],
I hope you are doing well! How was the [event/fact you know about the person]?
As always, thank you very much for reaching out and showing your willingness to work with us. It's a pleasure to work with clients like you!
At the moment, we are dealing with [overload of requests, refining the product, defining a strategy, adding features, customer research, etc]. This means that, unfortunately, we cannot satisfy your request.
If something changes, you will be the first to know.
In the meantime, I would love to put you in direct contact with [business name]. They can offer you high-quality service for what you're looking for. Is this something you would be interested in?
If you need anything else, please, let me know.
Have a great day,
[Name]
Step 4: Follow up with your client after the rejection
A few weeks have passed since you said "no" to a client's project. Hopefully, you have been able to maintain a great relationship and even increase the trust they have in you and in your business.
What's next? Show them you care!
Hi [name],
I hope you are doing well!
I have recommended you [business name]. Is there anything else I can help you with?
We really want to make sure you are being taken care of.
Thank you,
[Name]
Remember, the biggest reason clients leave businesses, is they feel you don't care about them! Don't let it happen!
Follow-up and support your current and potential clients, even when you can't directly work with them.
The 4 Myths of saying no to clients
Now that you've learned the exact tactics for turning down a customer without ruining the relationship, it's time to take a look at some of the most common myths when doing it.
The worst enemy is not saying no to a client. It is the fear involved with the process that can undermine your confidence and ability to do it properly.
Let's see what are the 4 most common myths when saying "no" to a client.
Saying "no" to a Client Myth #1: I will Lose the Client Forever
This is the most common myth. Here are some of the most common phrases people use:
"My clients will hate me"
"They will never come back"
"My competitors will take advantage of me"
The first thing you need to realize is that saying “no” once to a client does not mean saying" “no” forever. It is quite the opposite. You are saying "no" because you respect the client and you want to provide the best possible outcome — you care about them.
If it is not the right timing, it is better to wait for a future opportunity and recommend them something else.
Myth #2: I hate Being Mean
Well, this is the one I've struggled with the most. It was only when I understood that I can stay connected with people who first refused my offers or requests, that I understood it does not have to be that way.
You really don't need to be mean. You want to be understanding, helpful and caring. That's exactly what you and your client want.
Myth #3: The Client will be Offended if I turn them down
Unfortunately, even when you treat people with respect and you offer them value, some are still going to be offended. You just have to accept it. There is not much you can do.
(Besides being nice, of course!)
Saying "no" to a Client Myth #4: I can't say "no" to a Client
Saying no is difficult... if you don't follow any guidelines. As long as you stick to the script above, you will be able to lead a simple and effective conversation that will make your client respect you even more.
You can (and should) practise saying no. Do it with a family member or a friend. It is totally normal if it feels uncomfortable the first few times. But with practice, you will be more prepared.
Remember, you can say "no" without ruining the relationship with your customers. In fact, you can instil trust if you do it correctly. Besides, if you can’t deal with all the work coming in, you must learn to do it.