For companies, our clients are the most important thing, and our priority is to make them happy and meet all their needs, but… is that always possible? The reality is that it isn't.
We have to learn to recognize when we can't/shouldn't do what the client says. The question here is: how do you tell that client you can't fulfill their request without putting your relationship with them at risk?
In this post, we'll analyze this topic and share some examples of how to resolve this situation.
Do You Know Why You Can't Say NO to Your Clients?
Many companies today still believe that “the customer is always right.” Today, we've realized that this isn't the case, and we shouldn't risk letting the client down or delivering poor results by taking on a task that wasn't the one that should have been done.
Check out this list of the most common reasons why companies don't say no to their clients:
1.- Ruining the relationship with the client.
One of the biggest fears is thinking that by not doing what the client asks, the relationship could be damaged. And yes, it can happen, but the point is to justify and explain as best you can why it can't/shouldn't be done and help the client understand by showing different scenarios.
This will even help the client value your experience and knowledge by resetting expectations of what your company can and can't do, which will undoubtedly help save the situation.
2.- Not losing the business.
As the saying goes, “jack of all trades, master of none.” Sometimes wanting to do every activity (even if it's not within your company's specialty) can backfire and leave clients with a bad taste in their mouth when the activity isn't done the way they expected.
Remember: your priority is to do a good job, not to solve what isn't your responsibility, so you should never regret saying “no” if it's what's best for you and your clients.
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3.- Building a bad reputation.
Being afraid that the client will complain on social media (which we already know is very powerful), influencing the opinion of prospects or even current clients, is a valid concern.
Buuut instead, keep in mind that no client is going to speak badly of you if you explain why you can't fulfill their request and, better yet, explain that you're doing it to make sure they make the right investment.
Did any of these sound familiar? These are the most common reasons, and we know that at some point we've all questioned one of these points.
4 Tips for Saying NO to Your Client.
Now, let's move on to solving the problem. The tips we share below are ones we have applied at Digitalegia, and we assure you they are an excellent option for dealing with this kind of situation.
1.- Be honest about why you can't fulfill the request.
With no lies or excuses, talk with the client about why what they're asking for can't be done, and explain the reasons.
Your duty as a professional is to inform the client that their proposal can't be carried out, with enough tact to avoid conflict.
Telling the truth and justifying your answer will make you look good to the client, and believe me, in the long run they will value that even more.
2.- Offer alternatives.
It's important that you look for solutions together; if your company can't fulfill their request, offer them an alternative.
You might rely on another service your company offers, or if not, a great option is to refer that client to a partner you have in the industry who can meet the client's need.
Having business allies is a great opportunity for your company and for your clients.
Always remember to refer the client to companies you trust and know will provide a good experience.
3.- Follow up.
Even if you couldn't fulfill the request, keep nurturing that client and sharing valuable content with them.
Send them blog posts, lead nurturing emails, videos and other sources of information that you think will truly benefit them.
This will most likely help an opportunity arise later on in which your services are considered for them.
4.- Thank them for their interest in working with you.
Something ESSENTIAL is to thank clients for wanting to do business with you.
One of the best ways to approach this conflict is to start by softening the blow with a sincere thank-you. This will show the client that you care and that you appreciate their interest.
Example of How to Say NO.
Below is an example of a message you can share with your client in this situation:
Hi, [name]!
First of all, I want to thank you for your interest in carrying out this project with [your company]. We're always motivated to have clients with innovative projects, since they make a difference in what we do.
However, at this time, we are unable to deliver [client requirements your company doesn't offer].
We propose [counteroffer], which would lead us to [next steps]. If that works for you, we can discuss the details further in a [video conference, phone call...] on whatever date suits you.
I'm always available for whatever you need, and my number one priority is for you to find the ideal solution for this project.
Conclusion.
It's normal to always be afraid of turning down a client's offer; however, it's the best decision we can make when taking on that task poses a risk to our company.
It's better to focus on achieving our clients' goals, always focused on making the best decisions, even if that means we can't be the ones to do it.
Don't forget to always give the client an alternative that helps them achieve their goals. In the long run, that will bring you many benefits and more clients.
Moral of the story: Don't regret losing that project; recognize that you couldn't have met their needs in the first place, so the business relationship probably wouldn't have lasted. It's better to end the relationship on a positive note and avoid a review that would probably be negative and hurt your brand. Take it from experience!
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