Have you ever met with a client and left the initial consult feeling like this is just not going to work out? It’s like going on a first date – sometimes you just know it’s a “no.” But what if the client still wants to work with you? How do you say no to a potential client in a way that is kind, professional, and firm?

One of my coaching clients recently found herself in that situation. Once she met with the prospective client she knew she wasn’t the best designer for the project. She needed to say “no” to the client. (Good for her for even realizing she needed to say no, and for having the courage to do it!)

So she drafted up an email that said “I would love to take on your project, but I don’t have the capacity right now.” Then, since I’m her coach, she sent me the draft email for my review. Right away I noticed she’d set herself up for a potential problem. Do you see it?

See, if a client really likes you and your work, and you say “I don’t have the capacity right now” you might find yourself in an uncomfortable position when the client writes back and says: “No problem! I’m happy to wait!”

Uh oh!

Even if you really meant it when you felt you were not a good fit for this client, you might be tempted to soften the blow by saying you’re too busy. In doing so, you may create a situation where they hire you anyway, or you have to find another way to say no.

*Awkward!*

Yes, it’s a total compliment when someone wants to work with us! But if that’s not the best outcome either for you or the client, then lack of availability as a strategy for a soft let-down may not be your best option.

Another tactic I see folks try is overpricing the project (contractors seem to do this a lot!). They think “Okay, I’ll do this project that I really don’t want to do if the client pays me a million bucks.”

If you really aren’t a fit for the project, not only will you likely hate the experience but, no matter how well-intentioned you are, the client won’t get the best possible results. Overpricing is not the answer. No amount of money can suddenly turn you into the right designer for a client and project. You’ll have more money, but you’ll still be miserable and the client still won’t get the best work for their money.

So what is the right answer?

If you need to say no to a client, do it as clearly, kindly, and honestly as possible. If there is nothing that would change how you feel about the project fit, leave no room for the client to misinterpret your words.

Try this: “It was so great meeting you. You have a great project and I am so excited to see it become a reality for you. Unfortunately, the project isn’t a great fit for my service structure. I would love to connect you with a few of my colleagues who might be a better fit! Would you be okay if I share your scope with a few designers I know and trust?”

Obviously you would tailor the phrasing to your situation. You can be more specific if you want, but be careful – you don’t want to sound defensive, or give the client room to negotiate (unless you are okay with that). And that is the key: make sure whatever you write leads to an outcome you are okay with.

Most importantly, don’t feel badly about saying no. If the client or project isn’t a fit then you’d be doing both yourself *and* the client a disservice taking on the project. Instead, do yourself *and* them a favor and find a kind way to say no. #lessonsIvelearned 🤓

May your business always make you seriously happy!

❤️ Rebecca