Have you ever worked with a difficult client? (As someone who waited tables throughout college, I know I’ve dealt with my fair share of impossible-to-please customers!)
But the beauty of owning your own business is you get to choose who you want to work with. Turning down work isn’t limited to rejecting “difficult” clients, either. Sometimes you just don’t have the bandwidth to take on the scope or scale of a particular project. Or, the project may be something out of your wheelhouse, the pay may be too low, or you might have ethical concerns about the work or company.
For me, it’s not so much working with difficult clients per se. But because the work-at-home realm is so littered with scams, I’m often faced with a judgment call. I often turn away business because I don’t feel comfortable promoting certain business opportunities or products to my audience. While turning away a potential client is something I don’t enjoy; I know it’s essential to maintain trust and integrity with my readers. Over the years, I’ve gained a lot of experience in turning down clients and work (without burning bridges or harming my reputation).
Whatever your reasons or apprehensions may be, there’s a fine art to turning away clients and customers professionally. Here are a few tips and strategies I’ve learned along the way to make the process of turning down business clients easier.
1. Be Decisive
When a job is proposed, you can often gauge from one or two conversations whether it’s going to be a good fit.
- Are they going to pay you what you’re worth?
- Does the job fit your skills?
- Is this going to be a pleasant client to work with?
- Do your values align?
If you have reservations, don’t let guilt or fear rule your decision. When you get a “gut feeling” about a client or simply feel as though the work proposed is too much to take on, listen to your intuition and trust it. Feel confident in your decision and follow your instincts.
2. Act Quickly
Make the decision as quickly as possible and let the client know right away. Many of us drag our feet on bad news, but it’s actually kinder to all parties involved to get it over with and move on. This allows time for the client to search for alternative solutions, and it shows professionalism and respect for their time. Stringing a client along for days or even weeks while you consider your response could result in an angry client who gives you and your business poor lip service.
3. Keep Perspective
Most people dread confrontation or rejection. But remember, in the professional world this is a natural part of the ebb and flow of business. You probably won’t be the first person to deliver tough news or turn down your client, nor will you be the last. It’s far better to be upfront and honest than attempt a job when you’re the wrong fit. Either the quality of your work, your attitude, or your stress levels will suffer (and possibly all three). You’re doing the client a favor by being honest so that they can find a better match for their work.
4. Keep it Short and Sweet
When turning down a client, it’s best to be polite, prompt, and to the point. A simple and direct statement should suffice. Be upfront and let them know you can’t tackle this job right now, as it doesn’t fit your skillset or workload capacity. There’s no reason to extend the conversation with justifications, excuses, or rationalization. Keep it brief, concise, and courteous.
5. Offer Explanations When Asked
If a client asks the question, “Why won’t you take me on as a client?” briefly explain why you won’t be able to assist them. Remember to be as polite and delicate as possible, because many people will take this rejection personally. Be honest, but it’s also perfectly fine (and professional) to say, “I don’t feel I’m the right fit for your project,” or “I’m not able to dedicate myself to providing the work you need.”
6. But Don’t Overshare
There’s no reason to offer extensive feedback to a client about why you can’t take on their job. Perhaps your personalities clash, you don’t like their management style, or you can tell they’re hard-to-please. Maybe you just don’t agree with or like the project. By sharing your opinions with them, you aren’t going to change their approach (or their personality). If anything, you’ll put them on the defensive. If they display a dire lack of professionalism, it’s acceptable to let them know you aren’t comfortable working with them due to their behavior and end the conversation. There’s no reason to belabor the details.
7. Say Thank You
Thank the client for the opportunity and for considering you for the project. Even if you’re not interested in the potential project at all, still thank them for the consideration. Using politeness and gratitude helps smooth a myriad of tough messages. It’s the spoonful of sugar that helps the medicine go down. Keep your interactions courteous and kind.
8. Suggest an Alternative
If possible, offer alternatives. This isn’t only helpful to the client, but it leaves them with the feeling you tried to help them. Firmly close the door if you aren’t interested (don’t give them false hope), but offer ideas for their next step. It maintains an amicable relationship with the potential client, as you never know where future referrals and opportunities will arise. If this is a desirable client, see if you can pass them to another trusted source, they will appreciate the referral and your willingness to assist them.
9. Always Remain, Professional
If a client starts to step over the line and starts name-calling or acting unprofessional, as tempting as it may be to strike back, never engage in this sort of behavior. Remember: you have the control to simply cut off communication and end it. You never want to burn any bridges or add any fuel to the fire. Sometimes the most professional action is to walk away.
10. Keep Your Opinions to Yourself
Even if the client throws a fit, seems high-maintenance, or you simply don’t like them, keep your feelings to yourself (or at least out of the professional world). Business circles often run small, and you never want to malign someone’s reputation. The client you find challenging might be a perfect fit (or a friend) to someone else, and gossip can spread like wildfire. Just move forward and put the interaction behind you.
Conclusion
Turning down a client can be a difficult undertaking and a stressful decision to make. But remember: by following these guidelines, you’ll certainly minimize your long-term stress, freeing up your mind to run your business better!
Have you had to turn down a business client? How did you handle the situation?
Originally published on April 9, 2010. Content updated November 7, 2017.
Hi, I’ve been in business for myself for almost 20 years and have had to learn how to ID problem potential clients. What you offer here is really smart advice. A client recently asked for help in declining a job, and I’m going to share this with her. Thank you!
Hi Kathleen,
Once you’ve had one or two, you can definitely begin to see personality patterns that alert you to their level of maintenance.
Thanks for stopping by and commenting!
Thank you for this! I have to turn down a friend of a friend! I knew it wasn’t a good idea to work with her – we have totally different personalities. Everyone just said to “suck it up” because “it’s business.” I shouldn’t have listened to them. Always trust your gut, no matter what.
Hi Marie,
Ohh, that’s tough! Hope the conversation went smoothly.
I am so thankful that I ran across this post. I am just starting out as a proposal writer, and recently had three potential clients. Two fell through, and the third was just not going to work out. I did not know how to turn down the client, or honestly, if I should. I reached out to a former instructor asking for help how to handle the situation, while waiting for their response, ran across this post, All the responses here, not only helped me feel secure in my decision to turn down this client , but to do it in a professional way.
After I constructed my letter and sent it I emailed my instructor and suggested to him that incorporating how to turn down a client or job would be an invaluable lesson.
Glad you found the post helpful, Tulip.
I am wondering how to turn away a graduate student who is looking for help from me on their thesis. I have answered a few questions and pointed them in the right direction (toward a colleague more in their specialty), but they have come back again with very big time-consuming industry-wide questions that it would take a degree to learn. Some questions don’t even have definitive answers yet. I can’t see any business benefit to it. I do want to be a charitable person, but I have my limits. An additional complication is that the student is in India. I don’t know if this makes the situation different than if the student was in the US? Any thoughts would be appreciated. Thanks!
Hi Jill, It’s great to be helpful, but there comes a point and time when you just have to say no. Often when I’m not able to help someone out, I offer up a couple of referrals (if you know of any) and just be honest with them, let them know that you have too much on your plate and that it’s not your specialty. Good luck to you!
I had to turn down a client yesterday and am blogging about it today. I just searched to see if anyone else had the same problem. Thanks for your insight!
Glad you enjoyed the article!
First of all Holly – GREAT article, great suggestions. I have turned prospective clients down and I do several of the things you have suggested. I do these for several reason’s: 1. Although I don’t go into an explanation of why “we cannot assist you to get to your goals & I wouldn’t want you to waste your money on a process which may not help you” – if they go further and ask why…I tell them why, nicely – yes and I do not lie or beat around the bush. I think it’s important for for them to get the truth because it could help them in their quest for their goal to be met. 2. Also, I almost always suggest an alternative, always. I believe they called us for help and I genuinely want to help them take at least a small step forward, even if our services are not exactly the entire path they should take. I also always want our company to be thought of as professional and even though I don’t own this company – I have personal and professional moral’s and standards that I stand by, always. I also have a great respect for the company owner.
I really love your suggestions and feel they are “right on”. Thank you for sharing because there are always going to be people who are “difficult” in some way and people that we simply cannot accomodate.
So glad you enjoyed the suggestions. It also gets easier over time to spot those customers who are not ideal for you and to refer them out. Thanks for the comment and stopping by!
This couldn’t have come at a better time. I’ve been trying to figure out how to handle a client who is increasingly becoming nightmarish. This might be the nudge I needed to end the problem before it turns sour. Great tips.
Hi Elena,
Sorry to hear that you have a difficult client. As Suze Orman says, every time you shut one door a new one always opens. Shut this door and make room for a new client who truly appreciates you and your hard work! Your jewelry is so beautiful and needs to fully be recognized for how unique and special it is!
Good luck with the process,
Holly