There may come a time when you have to decline a client request or refer a prospect to a different promo company. If you work solo, you may not have the bandwidth to take on another client. Maybe you know the prospect has demanding or unrealistic expectations. And sometimes, it’s just not a good personality fit.
It’s not easy to say no to a client or prospect, but sometimes it’s necessary. How do you deliver bad news professionally and politely? Read on. We share tips from the Practice blog in this issue of PromoPro Daily.
Don’t jump to conclusions. Before deciding anything, it’s best to hear what the client or prospect has to say about their expectations or needs. The post recommends reframing what they say to show you understand. Always ask clarifying questions and aim to listen more than you speak.
Show that you care. There’s a reason your client chose to contact you with their request. Make sure you show that you care about them and their success. Don’t just reject them and move on – extend some kindness. When you respond with empathy, the client is more likely to return to you when you’re available to help them.
Tell the truth. People can tell when you’re being insincere. That’s why the post recommends making honesty a part of your policy in every interaction. Instead of sugarcoating things, always tell the truth. This transparency can help you build stronger relationships.
Provide context. According to the post, context is essential when turning anyone down. If you reject a client or prospect without effectively communicating, it can reflect poorly on your company. Strive to provide ample context about the circumstances surrounding your decision. This can help show the client you mean well.
Offer alternative ideas. Chances are, you know a promo pro who can help. The post says that referring your client or prospect to someone else helps demonstrate your sincerity while preserving your relationship.
Rejecting client or prospect requests is ultimately a personal decision. Whether the client is looking for something that isn’t your expertise or you just don’t have enough hours in the day to take on another account, it’s up to you to decide whether you can accommodate their requests. If you decide that saying no is the best option, let the tips above guide you.
Compiled by Audrey Sellers
Source: The Practice blog. Practice is a digital coaching platform.
