{"id":8464,"date":"2021-10-19T14:34:45","date_gmt":"2021-10-19T14:34:45","guid":{"rendered":"http:\/\/TheNextWeb=1370418"},"modified":"2021-10-19T14:34:45","modified_gmt":"2021-10-19T14:34:45","slug":"how-to-say-no-to-your-customers-and-still-provide-great-service","status":"publish","type":"post","link":"https:\/\/www.londonchiropracter.com\/?p=8464","title":{"rendered":"How to say \u2018no\u2019 to your customers and still provide great service"},"content":{"rendered":"\n
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I\u2019ve worked in customer-facing roles in the retail and hospitality industries, and now I\u2019m a freelance writer. In all three roles, I quickly learned that there are plenty of times when the customer is most decidedly not always right.<\/p>\n

But even when they\u2019re dead wrong, what do you do?<\/p>\n

As a service-based business owner, I pride myself on delivering exceptional customer service, and I\u2019ve learned how to create a strong client experience while also standing my ground. Here are my tips for how to walk that fine line as a service provider.<\/p>\n

1. Don\u2019t fall for an ambush<\/h2>\n

In order to stand your ground, you need to be prepared. Being caught off guard is a one-way ticket to being taken advantage of.<\/p>\n

Here\u2019s an example. I had a contract to write some website copy. I followed all of the instructions (including vague and frankly strange ones like \u201cwrite sexy like James Bond\u201d). I got great feedback from the client, and the project was complete.<\/p>\n

Then the client \u201cwanted to talk.\u201d They insisted on a phone call at a ridiculous hour and refused to talk by email. I woke up at 6 a.m. for the call, and they promptly informed me they\u2019d been working with two copywriters at once \u2014 and they liked the other person\u2019s copy more. Ok, no problem. Except they didn\u2019t want to pay me what we\u2019d agreed upon, even though I\u2019d completed the work exactly as specified.<\/p>\n

It was an ambush. I knew it then, but I was too flustered to do much about it. They demanded an answer right away, and because I was still building my client base, I wanted to be agreeable. I said yes, I would take a discounted rate, and walked away with only half of the amount I had rightfully earned.<\/p>\n

It was a mistake: the correct and only answer was no \u2014 to the call initially and to the request of a discounted rate. We had a contract, I delivered, and I even got positive feedback. I hadn\u2019t been participating in some competition; it was a job, and I did it.<\/p>\n

Since then, I\u2019ve had a few (now ex-) clients try to rattle me with last-minute calls or Zoom meetings to try to increase the scope of work without payment. I stick to email, and it prevents an ambush.<\/p>\n

If you\u2019re ever caught off guard, try saying something like: \u201cLet me consider it, and I\u2019ll get back to you through email later today.\u201d Maybe you\u2019ll decide they\u2019re being reasonable \u2014 and that\u2019s fine \u2014 but it puts you back in control of the decision.<\/p>\n

2. Communicate standard policies upfront<\/h2>\n

If you communicate your policies right off the bat, you\u2019ll have something really clear to point to when standing your ground, which makes it a lot less fuzzy.<\/p>\n

For example, one of my standard policies is that my prices include one round of revisions that allows for up to 15% changes in the text. I made this policy because I had clients who would approve outlines and then ask for multiple rounds of edits that completely revamped the entire post \u2014 they didn\u2019t know what they wanted, and even if they were well-intentioned, it ended up losing me money.<\/p>\n

Sometimes clients still ask for multiple rounds of edits. But I stick to my policies and let them know we can either use the existing edit or I can charge more for additional revisions.<\/p>\n

For your most important policies, I\u2019d suggest reminding clients a couple of times: once when they first sign on and then again when you start your first \u201cproject\u201d with them (for me, that\u2019s when I submit my first draft).<\/p>\n

3. Put everything in writing<\/h2>\n

I essentially run my entire business through email. There are a few reasons for that:<\/p>\n