How To Say No To Your Clients.
Some clients are a dream to work with. They’re communicative about their needs, set reasonable timeframes for deliverables, and are willing to let you, the person they’ve hired, work according to your process. Moreover, they pay your invoices promptly. And then there are the demanding clients.
These clients insist you meet unreasonable deadlines. They regularly demand that you perform duties that lie outside the terms of your contract or agreement. And they micromanage your work to the point that you dread working on the projects for which they’ve hired you. It’s relatively easy to say no to the latter group. Turning down projects from disrespectful, overly demanding clients is a matter of survival. They take up too much time while delivering too little compensation for the effort and aggravation. But even great clients sometimes make requests you’re better off turning down. For example, you may lack the resources to take on a specific project. If you were to consent to the project, you’d be setting yourself up for failure. Or perhaps the time and effort required are too great, given the compensation. Or maybe it’s a good project, but you’ve planned a vacation that limits your availability.
The point is, there are often valid reasons to say no to clients, even the ones you enjoy working with. But doing so can still be difficult. You don’t want to disappoint them or hurt their feelings. You don’t want to break the relationship. And you certainly don’t want to lose their business. So how can you say no to clients in a way that’ll ensure they respect your decisions? First, recognize that turning down a client’s project isn’t a negative reflection of your service or professionalism. Showing respect and understanding helps clients feel valued and heard. Second, provide a legitimate reason for declining the request. For example, you might say: I’m going to pass on this project because I don’t have the resources (or skills) to do a good job for you.” Or you could explain: I’ll be on vacation next month, so I won’t have time to work on this for you.”
Reasons validate your decisions. A client who understands why you’re turning down her request is more likely to forgive you for doing so. Third, offer an alternative. For example, if your lack of availability is preventing you from taking on a project, suggest a deadline that’s further down the road. Or if you lack the required skill set to complete the project, refer your client to someone you trust who does. If you’re not interested in the project, suggest a qualified peer who might be willing to take it on in your stead. Saying no to clients is rarely fun. That’s especially true if you genuinely like them and enjoy working with them. But depending on your circumstances, saying no is sometimes your best option. As long as you’re communicative, candid, and respectful, you can do so without harming the relationship. As a bonus, you’ll be setting the expectation that you will occasionally say no.