How to Turn a Client Down if You Aren’t a Good Fit
When running a business, we encounter all different types of people. Part of our job as business owners is to ensure that we are able to do our jobs well and deliver our clients the highest possible results from our services. If you have been in business for any length of time, you will know that there are some people that are easier to work with you than others. There are people who you are so excited to work with and others who make you question whether you want to stay in business. This is a normal consequence of running a business.
As a service-based business owner, you have the right to choose who you work with and can decline to work with anyone for a variety of reasons. If your goal is to serve all your clients at the highest level, and know that a particular person could have their needs met better by someone else, it is almost always better to pass them on.
How to Determine if a Client Is a Good Fit
Vetting clients is important to the success of your working relationship with them. Not every person is going to be good for everyone. But how do we know if our working relationship with them will be a good one?
First, we should analyze the client’s needs and expectations. Is what they are hoping to achieve and the timeline they hope to achieve it in. Next, it is important to note the client’s involvement in the project, their communication style, and whether they will be able to allow you to do your job by either trusting you to take care of it or being involved in the manner you need them to be. There might be other factors such as a lack of professionalism, an inadequate budget, or just a general gut feeling that you get while talking to them that this client isn’t right for you.
How do you determine this? I recommend vetting clients by taking time to talk with them on a call prior to moving forward with the project or sending them a proposal.
I want to be clear here that we are talking specifically about things like personality, size of project, budget, project expectations, etc. Discrimination based on gender, race, age, sexual identity, or any other legally protected category is illegal and should never be the reason you are declining a job.
How to Professionally Decline a Client
After talking with the potential client, you determine they are not a good fit. What is the next best step to take?
The best course of action is to send an email right away letting the lead know that you will not be moving forward.
Here is an example template of an email you might send. Feel free to use and adapt for your business:
Subject: Regarding Your Project Inquiry
Dear [Client's Name],
I wanted to express my gratitude for considering me for your upcoming project. After careful consideration, I regret to inform you that I am unable to move forward with your project at this time.
I truly appreciate the effort you've put into discussing the project details and your interest in having me be a part of this project. However, after evaluating your needs and desires at this time, I believe that the best course of action is to not move forward together at this time.
I want to assure you that this decision was not made lightly. Please understand that my primary goal is to provide the highest quality of service to my clients, and I feel that, given ___________, I wouldn't be able to deliver the level of excellence that your project deserves.
I sincerely apologize for any inconvenience this may cause and hope you find a suitable professional to bring your vision to life.
Thank you again for considering me, and I wish you all the best with your project. If you have any further questions or would like recommendations for other professionals, please don't hesitate to reach out.
Warm regards,
[Your Name]
[Your Contact Information]
Can You Refer Them to Another Business?
If you are passing on the client, but know that they might be a great fit for someone else based on their budget or timeline, consider still serving them by passing on the referral. Instead of sending the above email, you might also opt to send the referral directly to another business that might be a good fit for that particular client and their needs.
One of the best ways you can do this (And build your relationship with the other business as well!) is to directly introduce the client and business over a group email thread. This lets the other business know where their referral is coming from, and can strengthen your relationship with them.
In Conclusion
Turning down potential clients can be tricky based on the circumstances, but having a clear process for doing so when needed can help decrease anxiety and allow you to professionally handle any situations that come your way as a business owner.
