Did you ever have a suspicious feeling that a client who’s about to subscribe to one of your services or buy a product would be more trouble than the value of the service or product?
When I say “more trouble,” I’m referring to a person or corporate entity that is perceived to be high maintenance. That perception can come in many forms, such as:
1. The harsh sound of a person’s voice as they rapidly fire questions at you by phone.
2. A request to be billed in one place but send a very-simple product (CD or written report) in separate packages to three other locations.
Some of these situations are understandable, but in your mind, you know that this person will need a lot of hand holding and will still not be happy.
One of my solo business friends just decided to decline an order last week after a prospect asked her to make multiple substitutes to a product that was packaged with specific items.
At first, my friend was willing to make the substitutions, but then the prospect called three more times to ask for other changes. My friend finally told the prospect that the product was out of stock.
Making a sale isn’t just about money; it’s also focused on providing value to individuals and businesses that recognize, through your descriptive text, how what you offer solves a problem or enhances an existing service.
If the would-be client already seems problematic, you may be derailed by defending a chargeback or spending too much time coaching the person by phone or Email on how to insert a CD into the drive and press play.
It’s tough making a no-sale decision, but it’s even more tough to spend an inordinate amount of time cleaning up a mess that you had a feeling would occur.
What situation has happened in your business that made you say “no” to the order?
{ 2 comments… read them below or add one }
Talk about lessons that small businesses need to learn! I’ve had to do this a couple of times, and the way I handled it was to say that I didn’t believe I could provide what they wanted. That way, no one’s the wiser, and I saved myself a lot of back end consternation.
Same here, Mitch, when my gut check reveals that a great opportunity may not be so great.
I know I’ve stopped anticipated grief, and that’s a terrific comfort.