Dec 15 2008
Saying No and Meaning It
That sign does not apply to me
Sometimes good customer service means saying, “No.”
We’ve all had clients who demand services we don’t provide – or customers who want products we don’t carry.
The temptation to say, “Yes, I can do that,” “Yes, I can get that,” “Yes, whatever you want,” is strong.
Maybe you can contract out some of the work. Maybe you can rearrange your day. Maybe you can say Yes now and figure out how later.
But what about the clients who you just know will never be happy.
No matter what you offer, they want something else. If you work by the hour, they want a half hour consult. If you charge for phone support, they want unlimited access via email. If you teach Microsoft Office, they expect you to diagnose their WiFi connection problems. If you can recite the whole of Paradise Lost while standing on one leg, they want to see it written out in Sanskrit – in long hand – instead.
These are the clients who will cost you money. Beware of getting entangled.
Only you can set the rules for your business. Don’t allow clients to do it.
Establish firm boundaries as soon as possible – ideally during your first transaction. Then stand firm. Do not let yourself be bullied.
And do not be afraid to say no. Sometimes turning down business is the most profitable thing you can do.
Photo by SeenyaRita Released under Creative Commons License
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3 responses so far
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Great post!
I believe people starting out in business are most prone to allowing their ‘clients’ dictate the rules because it is so counter-intuitive to turn business away.
But if you run around trying to please someone who will never be satisfied, you could miss the opportunity to work with a client who is a perfect fit and who will appreciate your services as offered.
It may well be good customer service to say ‘no’ to these type of clients. And it will definitely help you keep your sanity as well as keep your eye on the business goals you set out to achieve!
Marlene
Well said Dany- One of my business mantra’s…just because I CAN, doesn’t mean I HAVE to.
You always share great wisdom!
Very good. We all have had unrealistic clients, most of the time – as Marlene stated – is because we’re starting out and we want to build our client base. And an opportunist can definitely ‘smell’ the hungry freelancer. lol.
When I started several years ago, I had my share of BAD clients.