What’s on the iPod: Life by The Avett Brothers
Good day yesterday. Finally. I felt good enough to finish a client project and start another. I got an article pitch out, as well. Things are starting to look up.
Except possibly customer service. I’d called our trash company and asked for a spare recycling bin. Our recycling far outpaces our trash these days, so I wanted to get another small bin so we could keep the recycling from blowing all over the neighborhood.
It was a simple request. Too bad the company didn’t honor it. Worse, they had no viable explanation for why I was limited to one bin. Instead, they suggested I use my own cardboard box. That’s great — if I have a box lying around. And if it’s not raining.
This isn’t the first case of my trash company coming up short in the customer service department. In two cases, we’ve run that can to the curb (everyone forgets sometimes, right) only to take it back inside later and notice the note scrawled on top of the can “Out by 6 am.” Really? You have the balls to admonish a paying customer? That means I have the balls to let your superiors know what a colossal jerk they’re employing.
Then there was the Christmas tree incident. My daughter called and asked if they’d pick it up. No, they said. Huh? Okay… my husband called. He said “I need it picked up.” They did it the next day. So why turn down my daughter’s request? Because it was a question and not a demand? Who knows?
It’s becoming a frequent complaint — customer service isn’t there. In some cases, there’s the pretense of it existing, but in more cases than I’d like to count, I’ve seen companies that simply don’t bother to accommodate customer requests. It’s why I’m now looking for a new trash company and writing a letter expressing exactly why I’m firing them.
There are times when we have to say no to clients. It’s not pleasant, but it doesn’t have to be confrontational or blocking. I had to tell a client recently that I wasn’t taking on his project for less than I’d quoted. It happens. Clients and writers don’t always agree or come to good terms. Here’s how to let them down gently:
Offer options. The rate they’re willing to pay is too low for you, but that doesn’t mean you can’t still find an agreeable arrangement. Offer payment options. Two or three installments should be sufficient, and sometimes it’s what clients need in order to fit it into tight budgets.
Reduce the work. Why not take on part of that large project? I had a client once who couldn’t afford a full resume rewrite, so I offered him a quick refresh. It meant he kept his formatting and much of his wording, but I gave the entire thing a more active voice where I could. It was half the work for me, so I was content with half the pay.
Find alternatives. You may not be able to finish that project within their budget, but maybe you know a writer who would be okay with that rate. Not every writer charges the same rate and sometimes it’s okay to refer work to someone you trust in hopes it will fit for them and the client.
Explain gently why it’s not a fit for you. Sometimes, it’s just going to be no and you can’t do anything about it. It’s okay to say “I understand your budget constraints. I wish I could help. I can’t because I have so much work right now that I can’t drop for a lower-paying job. I wish you well.” It’s honest. It may sting a little, but being honest is the only way to handle a delicate situation.
You may find situations in which a hard, firm no is in order. Some potential clients will push boundaries and go out of their way to insult you, guilt you, or cajole you into lowering your rate. Obviously anyone who would resort to nasty talk or tricks to get you to reduce your rate isn’t worth working with. That’s your cue to be firm and direct — “No, my rate is XXX. I can’t and won’t work for less.”
How do you either get past no or deliver no?
6 responses to “Getting Past Your Own No”
You have to contract for your own trash removal? Here the city negotiates the deals and we're stuck with whatever company they choose.
Twice within six months the collector managed to rip the rim off my trash can. That's two cans that no longer fit (much less hold) their lids. When I called, they said they only replace cans that have been run over by their trucks. I've since learned to complain to the company and to the city. The city can pressure them more than individual homeowners can. Boy, does that clear problems up fast!
As for saying "no" to clients, I try to keep it as professional and objective as possible. It only gets ugly when people take rejection personally. So when I'm told no, I remind myself that it's nothing personal.
No contract, but they act like we're their personal servants — not the other way around.
Paula's right. Staying professional and objective is key. That's tough to do when you're talking money. It seems so personal.
I give myself the pep talk about it being business. I see if there is room for compromise (e.g., narrowing the scope of services), but I do not compromise on my bottom line.
We don't need to justify our bottom line, but we owe it to ourselves to have one.
P.S. So glad to hear you're feeling better, Lori.
I have to say, of all the Phoenix city services, trash collection is pretty good & responsive. In my MA hometown, we had to pack the Wagoneer with bags and take them across town to the transfer station — which was seriously disgusting duty during bluefish season!
As far as saying no, I've gotten far more comfortable with it over the years. Any or all of your tactics will work; I have no patience for people who insist that something is a "great opportunity" if it doesn't fit my business in scope, content, or pay rate.
Glad you're feeling better, kiddo.
Ahhh… I just had to do this; let a client go. It was a really hard decision because who wants to turn down income?
It was a client I hadn't worked with in about 5 years too. At first I was honored that he came back to me but after hearing the scope of the project, I had to tell him goodbye. He wasn't budging on 2008 rates and I wasn't about to cut my bottom line down to an unlivable wage just to keep him. I was polite but firm, I even tried a compromise ("Gee thanks for thinking of me for this project! For you I can do it for X/hr instead of my current X/hr rate.") but he refused to meet me in the middle.
I was sad about it for about a day and even felt guilty! Then I realized that I needed to be good with the decision because I knew I'd hate myself for taking such a low budget job when I knew I could be leaving the door open for better paying and more satisfying opportunities.
"We don't need to justify our bottom line, but we owe it to ourselves to have one."
Amen, Cathy Miller. That's the quote of the week. 🙂
Jake, I think I've had no troubles with no lately, either. It's never pleasant, but it becomes easier with practice. And you're right — hauling fish guts in your car IS seriously disgusting!
Nikki, you outgrew him. That's sad, but it happens. He has the choice now — either pay you what your new rates are or try to find someone as good as you are. Luckily, you're one of a kind. 🙂 I bet he comes back and tries to negotiate that rate.