by Danielle Andrews Sunkel
We’ve all been there. You get a phone call from a potential client, you have a great conversation, you’re completely on the same page, you book an Intial Meeting and then you meet the fiance and BAM! you know this client is not for you.
Or maybe they have a completely different sense of style or want a type of wedding you are not comfortable working on. Do you ignore the warning signs or are you brave enough to let these clients go?
There are many reasons you may need to refuse clients. The beauty of owning your own business is that you get to CHOOSE your clients. A bad client can be toxic to your business and your personal life. They drain your time and mental energy. If you see the signs of an energy-sucker or drama queen, it is best to refuse the wedding. Working on a wedding that you wouldn’t be proud to put your name on can hurt your brand, is not worth the paycheck, and you may not give the client the attention to detail they deserve. The wrong clients take you away from other clients and opportunities.
Unfortunately, saying no can be incredibly awkward and uncomfortable.
How to say “No” gracefully:
- Put it on Yourself- “This type of wedding is not in my area of expertise. Someone else would be a better fit to give you the wedding you deserve.”
- Be Thankful- Thank them for considering you.
- Express Regret- “I wish this could have worked.”
- Be Clear & Concise- Don’t beat around the bush or waste their time. If you know you do not want to work with this couple, let them know as soon as possible so they can find someone who is right for them.
- Be Polite & Professional- People do not like being told no, even if they get rude, stay polite and professional, you don’t want them writing a bad review about your lack of professionalism.
- Suggest an Alternative- If the clients are not a nightmare, suggest another planner from your network who may be a better fit.
- Part on Good Terms- Wish them well and the best of luck.
Have you ever refused a client? How did you handle it?
Fantastic piece of advise – thank you for this message.
Thank you Debbie!
Great advice Danielle! Thank you! I’ve been starting to realize lately, that it really just isn’t worth it sometimes!!
Once you clear out the energy-suckers, you make room for the dream clients!
Oh, love this! I love your point about professionalism. I find some much that as soon as someone doesn’t get the job, or doesn’t want the job how they act totally changes and that really just stinks. If I were the customer, I wouldn’t go back to them, or refer them out.
Thanks Amanda, you are so right!
Thank you for all the good advices! Your posts are always really helpful for us!
Vanessa Noel, certified wedding planner
http://www.heramariage.com
Thank you Vanessa!
Great advice!
I do have a question though, as a planner, when is the appropriate time to tell the potential clients you don’t want to take them on? Do you refuse them at the end of the initial meeting, via email/phone that evening you get home, or do you wait 24 hours or more before saying no?
I think the quicker, the better, but you want to give it some thought as well (or look like you did). A follow-up phone call that evening or the very next day would be appropriate.
Thanks so much for this, Danielle! Especially for including examples of what to say!
Thanks Mariel!