From “Yes Man” to “Empowered Freelancer”: A Guide to Saying No to Clients
Congratulations!
You finally landed that deal. Your customer base has increased by 10.
That’s amazing. However, how do you deal with customers that have unrealistic expectations?
Saying No to Clients
Clients are your biggest asset, especially as a solopreneur or freelancer.
As a freelancer, you are expected to deliver beyond the customer’s expectations. Declaring that you can’t, can lead to loss of clients.
When I first started as an entrepreneur, saying no was one of the hardest things. Promising to deliver was kind of my thing and making it work even when I knew it was going to be challenging was my edge.
As time went by, I realized that saying no might just be what I needed for mental health.
Knowing When to Draw the Line
While saying yes shows a can-do attitude, this can quickly become a negative if you aren’t careful.
You have to draw the line when;
- The client has unrealistic and unreasonable requests.
- In situations that violate your boundaries
- The client is difficult to work with.
- You aren’t qualified to do the job.
- You don’t have the time.
These cannot be avoided. You have to be assertive, polite and honest when dealing with any of the above reasons.
How to Say No Gracefully
Let me disillusion you first. Just because you say no politely doesn’t necessarily mean you retain that client.
Nonetheless, there are ways you can retain your customer base despite saying no.
Understand your Client’s Perspective
Before saying no, try to put yourself in your client’s shoes.
Imagine you are in the business of babysitting. A client wants you to care for his two kids but you have no space. He is in a pickle and has no one else to leave the kids with.
How do you reply?
Option 1: Sorry, but I am filled up. I have more than enough kids than I can watch. You should have called earlier. Try again another day.
Option 2: Mr. John, I understand what you are saying and would love to help. Nevertheless, I have filled all available spots. Let’s do this, I have a colleague who can help. I will link you both. I am sure you will find her helpful.
Which do you think will help in customer retention?
If Mr. John is satisfied with the service rendered, he will most likely recommend you.
Better still, you have created or maintained a connection with the colleague to whom you referred Mr. John.
Say No with a little bit of Positivity
Soften the blow with a bit of positivity.
Start with a yes, put in the no and end it with a yes.
You can say something like, “That’s a really good idea. I have always wanted to try something like that. Unfortunately, it can’t work for this project, but I will let you know if there is an opportunity to implement it. Thank you for being a part of our thought process. You have really been helpful”.
Starting and ending with a yes will leave your client with an overall positive sentiment towards you and your business, even when you have to say no.
Personalise the Process
Be attentive and listen to the client’s request before saying no.
Calling them by their name and answering their queries with personalised answers rather than generic ones can help in soothing a client’s ire.
Honesty is the best Policy
Say no with an honest reason. You don’t have to over-explain. Since you are going to disappoint the client, respect them by telling them why it can’t work out for you.
For instance, you were asked to complete an entire novel in 2 weeks. If you can’t achieve this, you can say something like, “As much as this project is a dream job, I wouldn’t be able to complete it in 2 weeks”.
Saying yes in that situation and failing to deliver will critically affect your credibility.
Offer an alternative
Using the example above, you can instead offer to submit the synopsis and the first chapter of the novel in 2 weeks as opposed to the entire novel.
Offering a reasonable deadline that works for both of you allows you to say no if the client disagrees or yes on your terms.
Transparency is key
When you are done negotiating the finer points of the deal, remember to carry the client along.
Since they have compromised, let the entire process be clear to them.
Say No to the Job, not the Client
Let the client understand that the ‘no’ isn’t personal.
Say something like, “Thank you so much for this opportunity to work with you. Unfortunately at this time, I have a packed schedule. Do you mind pushing this project till the end of the month? I look forward to working with you next time”.
By so doing, you have positioned yourself in a place to get another offer when you are free.
Conclusion: Don’t be Afraid to Say No
I know it is scary. Especially as a freelancer. Who knows if and when another job will come?
Don’t agree because it’s easier to. Agree because it works for you. Self-care is important.
Knowing when to draw the line sets you up for a better work experience.
If you find this article helpful, clap for me (about 50 will do).
I would love to hear all about your experiences and ways you have found to say no politely.
