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15 Tips For Tactfully Turning Down A Potential Client

Forbes Coaches Council
POST WRITTEN BY
Expert Panel, Forbes Coaches Council

The prospect of working with a new client is thrilling, but not every business partnership is a worthwhile endeavor. Whether you simply don’t provide the services they truly need, or you don’t think the relationship would be a good fit, you may find you need to turn away a prospect who wants to work with you.

During their careers, the members of Forbes Coaches Council have successfully navigated the tricky waters of client relations, including the art of professional rejection. Below, 15 of them share their best advice for tactfully turning down a client.

Photos courtesy of the individual members.

1. Respond In Kind ASAP

First, return the message in the format it was received. If it was written, you can get away with an email as well. But, if you've talked with the client in person or on the phone, then use a real conversation with them. Just an email might look defensive and cold. Do it as soon as possible. Thank your prospect. Give a reason, but don't go into detail. If you can, suggest an alternative. - Inga Bielińska, Inga Arianna Bielinska Coaching Consulting Mentoring

2. Refer Them To Another Provider

When I feel I can’t help a potential client, I provide other resources for them to consider. When letting a client know we aren’t a match, I give them a direction to proceed in. Clients always appreciate clarity in the matching process. - Cindy Stack, CLS Squared

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3. Stick To The Facts

Polite and factual statements are virtually always the best way of approaching most conversations, even the difficult ones. In this particular instance, it is just as important what is being said as how it is said—conveying that a relationship may not be as productive and effective while encouraging them to find alternatives would be the optimal approach. - Kamyar Shah, World Consulting Group

4. Be Kind And Courteous

When a client is not a good fit, expressing gratitude for their interest in your firm is a great way to separate. After you have expressed appreciation for their interest or patronage, you can politely decline any further business with that customer by succinctly stating they may be best served elsewhere. When you're kind, courteous and grateful to someone, ending the relationship is less awkward. - Lori A. Manns, Quality Media Consultant Group LLC

5. Tell Them About Your New Focus

You can talk about the focus you are giving to a certain area of your business. I try not to say "no" emphatically to potential clients but I am willing to share why I think our emphasis in focus has changed. I may say, "Our focus for at least the next six months will be on corporate clients so I don't think we will be the best fit to work with you the way you need us to." It's a more gentle no. - John M. O'Connor, Career Pro Inc.

6. Decline With Gratitude

It's paramount to show appreciation when you turn down a client. They took the time to appraise your services and request a partnership. So, show your gratitude by telling them no as quickly as possible and by genuinely thanking them for considering investing in you. Articulate that you care about them and that you want them to get the most out of their coaching experience; wish them success. - Loren Margolis, Training & Leadership Success LLC

7. Tell The Truth

When a client is not a match for the services provided by my company, I let them know. I also provide them with referrals and options that might support their needs or goals. Telling the truth with grace and professionalism always makes a good conversation for all. - Bobbie Goheen, Synthesis Management Group

8. Be Of Service

It's hard—but ultimately smart—to turn away clients who aren't the right fit. If the client could get more from working with someone else, it serves both them and you to refer them to another service provider (or a book, training or other resources). The client will remember your help and that you didn't waste their time or money! - Kate Dixon, Dixon Consulting

9. Surround Yourself With A Great Network For Referrals

Thank them for considering your business and simply tell them that you are not the best fit for what they are looking for. Send an email with two or three recommendations that might be a better fit. This can only happen when you surround yourself with a great network of people. Finally, when you have sent recommendations to clients, they can do their own research and make their own decision. - Sheeba Varghese, Coach Sheeba

10. Be Clear And Upfront

Let clients know if their needs don't match your skills or offerings. Refer them to someone else or another group that does. You will be surprised by the loyalty this creates for the times your offerings do match client needs. The worst thing you can do is take on a client and try to fake your way through one way or another. Honesty begets loyalty. It's just good business. - Gary Bradt, Bradt Leadership, Inc.

11. Understand Their Needs And Reflect It Back To Them

Being others-centric is always a warm, friendly and compassionate way to work with people. Understanding their goals, purpose and desires will help you to respond with your best solution. Reflecting back what you hear them looking for, having them confirm that is accurate and then offering resources or referrals for what you are aware of that would serve them best is usually a win-win. - Christy Geiger MCC, CPCC, Synergy Strategies Coaching & Training

12. Don't Sugarcoat It

It can be a difficult conversation to have, telling someone that you cannot work with them. Whatever the reasoning, it is always best that you focus the conversation by being as empathetic, direct and honest with them as possible. Don’t sugarcoat anything, and explain that someone else may be able to serve them better. Come prepared with one or two names that you can recommend. - Jon Dwoskin, The Jon Dwoskin Experience

13. Emphasize Why They Need To Find The Best Fit

Emphasize the importance of finding the best fit to allow them to achieve their goals, and be a resource to help them explore other alternatives or professionals that will be of most benefit to them. - Tonya Echols, Vigere

14. Choose Kindness

We should always choose kindness when dealing with other people. We don’t know their story or what’s going on in their lives. Kindness doesn’t mean lying or being inauthentic, which is observable and erodes trust. If you don’t provide the service, say so. If you don’t think the relationship would be a good fit, say that. We don't need a long answer—short and to the point is kind. - Frances McIntosh, Intentional Coaching LLC

15. Only Target Your Ideal Clients

As a preventative tactic, I only work using program offers I’ve designed in a way that filter in my ideal client. My marketing message backs this up by speaking only to those who fit my criteria. For prospects that slip through my filter, I explain how I work to deliver my best impact, then say, "If this isn't the right fit now, I hope to hear from you when I can be helpful!" - Dodie Jacobi, The Consultant's Consultant

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