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How to Say NO when YOU'VE already said YES and keep your reputation...

by Oziboomer
6 replies
Now we've all been in a situation where whether it is through the goodness of our hearts or the misreading of a situation we've said YES...

I can help you...

...we may even have started providing solutions...

...but through lack of client's ability to pay or to adequately support your efforts towards achieving their outcomes you've had to break things off.

You've had to say NO....

"I can't help you."

Instinctively...you've wanted to help and in many cases you may have started to help.

In these cases where you have started...

...and I know the guys like Ewen and Claude will have vetted prospects via a disqualifying questionnaire so they may have rejected the client before they get to the situation I'm suggesting you may find yourself in.

What do you do?

How do you end a business relationship that has started with a YES?

How do you let the clients down gently that you should have really said NO to a lot earlier?

What are the best client disqualifiers to use to avoid working with the wrong people?
#disqualification #disqualify #rejection #reputation #reputation… #termination #you’ve
  • Profile picture of the author bizgrower
    I fired a client early on in the work. I simply said, "I'm sorry, I can't work for you anymore. I'll be issuing a full refund shortly." He was in another town, so we never met face to face, and this was done by telephone. He did not ask for the where's and why's, so I did not have to tell him he was
    cheap, rude, unrealistic and that I had just found out he was suing his previous marketing firm.

    A warning sign I ignored is that he put in the agreement something to the effect that he would make my life financially difficult if...

    I've found that anybody who puts, or tries to put, something unusual into a contract is probably
    someone to avoid. Such as a landlord whose lease states that you have to clean the carpet through a certain company when you leave. In Colorado, landlords usually have to allow for normal wear and tear.
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    • Profile picture of the author Oziboomer
      Originally Posted by bizgrower View Post

      A warning sign I ignored is that he put in the agreement something to the effect that he would make my life financially difficult if....
      it is these warning signs that we overlook.

      Sometimes your gut says "It's just not right" Yet you expend time and energy when the fuel is in scarce supply.

      Much like when some copy oversells the product and you are always left feeling "Empty" after you fill yourself from that cup.

      Thanks for sharing.
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    • Profile picture of the author Claude Whitacre
      I've only fired a few clients.


      When I have to discontinue a business relationship, I want to be the last one that does something good. So, I'll tell them that I've done something for them, beyond what we agreed, and that this is the way we part company.

      I want to make it very difficult for them to see me as the bad guy. Not because I care about what they think of me, but I work in niches...and it's damage control.

      I also don't fire them angry. I may let the relationship die on it's own. Usually, by giving them additional service, and then asking them for something (usually information) that I know they will procrastinate on giving. So the last action was me doing something positive, and them not doing their part. Then I tell them that I feel guilty charging them anything else, until they respond. They don't respond. The relationship is over at that point.

      It's really just damage control on my part. I don't want an angry past customer....poisoning the well.
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      • Profile picture of the author savidge4
        That that i am saying that anyone that has replied to this thread does this, but often I see in the world and here on WF, People will work out a deal and not have a clue of what to offer and how.

        A predefined set of expectations ( for both sides ), a start date, an end date, what exactly is being done, in some cases what wont be done. These are all things that I go over to ensure a easy flow to completion.

        Payment.. with the exception of my newest venture, and SEO I have always been 100% down. With CRO and SEO, I run 3 month cycles. I try to get a 1/3 up front and a 1/3 for the 2nd and third month. And if in the second month, there is no payment... well there is no work.

        Whats great for ME right now with CRO, is that I can actually sandbag results. I can test an increase and keep it as the original. I basically drip feed the success across the first 2 months and dump a bunch of success in the last month. Basically clients see results each month, but I try not to cross the threshold of "Oh they increased my conversions 100%,that's good I don't need them anymore" and screw myself out of 2 additional months of payments. ( and yes that has happened ONCE lol )

        In the OP I see terms like "goodness of our hearts" and "help" those simply are not a good place to start a business relationship. If and when I start a business relationship in those terms... and I do from time to time, I am working on a "donation" basis. I do complete the work agreed apon. I am a big believer in follow through.. you say it.. you do it. regardless of what the other side looks like, I like to start something, and see it through. Bites me on the ass more than it helps... but it lets me sleep at night!
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  • Profile picture of the author animal44
    We will never blame the customer, whatever they've done.
    We'll use a "sandwich"...
    Say something nice,
    say what you want to say,
    then say something nice again.

    Rough example:
    Dear Customer:

    Just wanted to let you know that we've really enjoyed working with you over the last months/years.

    I understand your frustration over your [issue] and I had hoped we'd been clear about how to resolve this. Based upon your most recent voice mail, it seems we've failed in making our recommendations clear and that we simply aren't making you happy as a customer.

    For that reason, we believe that it would be best to refund your money for the work and refer you to another provider in the area.

    As much as we have liked working with you in the past, our goal is to make sure our customers are happy and at this time we don't feel we are the provider to do that for you.

    Best wishes,

    Signed
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  • Profile picture of the author Slade556
    When you want to stop working with someone, the important thing is to let them down easily and not make them mad, in any way. Especially if they can leave bad feedback (like, on a freelance website or even by using word of mouth). That can be really bad for your business...

    So, one way to do it is to simply explain you can't work with the anymore, due to lack of time from your part or you could say something like there's a conflict of interests and you simply can't go on... I wouldn't tell someone to their face they are annoying and stupid (although, many times this can very well be the case), you should just think of a more diplomatic approach.
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