It’s all fun and games running your own business until you reach a point where you need to have those not-so-fun, extra difficult conversations with a client.

(What do you mean I can’t just ignore the problem until it goes away?!)

Don’t worry, because not only will every business owner at one point or another have to go down the road of having these difficult conversations, but also this blog post is here to help by giving you some advice on exactly what to say in these tricky situations.

Difficult Conversation #1: Rejecting an Enquiry

AKA “it’s not you, it’s me.”

Rejecting a new enquiry or telling a client you can no longer work together, feels a bit like a break-up. Similarly to the dating world, even the most amicable rejections are never fun conversations to have. But, just like you might go on a first date and not feel the spark, you might hop on a discovery call with a prospective client and not feel aligned to work together. (Or you might receive an enquiry and know right away, it’s just not a good fit and not want to waste your time or theirs.)

While you technically can go the route of an excuse, honesty is always the best policy.

For a rejecting an enquiry:

• Thank them for their interest
• Let them know it’s not an aligned fit (you can give them a specific reason like, you don’t work with their industry, or you could keep it vague)
• Point them in the direction of someone who is a better fit
• Wish them all the luck with whatever they’re looking for

This way, you don’t hurt their feelings, and still support them by giving them a list of recommendations of those who may be better suited for them.

(P.S. Want to know exactly what to say when rejecting an enquiry? Or better yet, have someone else write out the whole email for you? Pop into The Behope Studio Shop and check out the canned email templates that cover this situation and a million more.)

Difficult Conversation #2: Receiving a Rejection

Oof, it’s one thing to reject an enquiry as a business owner – but receiving a rejection stings just as bad, if not worse. We’ve all been there, you have a super excited prospective client jumping on to book a discovery call with you, they sound very keen to get the ball rolling, you’ve sent off a beautifully presented proposal with tailored service options, and then BOOM. Radio silence followed by a ‘Sorry, XYZ reason we can’t proceed working with you.’

Obviously, it sucks to pour time and energy into the enquiry process and get nothing back. Sometimes it’s not your fault either – you can do everything right and be the best fit but clients simply change their mind or don’t need your services at this time (or at all).

The best way to handle this is to be gracious:

• Thank your prospective client for reaching out and considering your services
• Wish them luck
• And let them know that they are welcome to reach out if they need help in the future

Relationships are everything, especially in business. Try to avoid burning a bridge whenever possible. You never know how something may pan out later!

Difficult Conversation #3: Late or Unpaid Invoices

(BRB, typing an email to say ‘pls pay me asap or else’ – okay, just joking.)

The key to handling late or unpaid invoices is keeping a delicate balance of being firm and kind. You’re the expert in your field providing a top-notch service. I know nothing feels scarier as a business owner than following up with a client who hasn’t paid their outstanding invoice but you’ve got this.

Though it may feel like you’re being too mean or pushy, it’s extremely important to set these boundaries, as early on in your working relationship as possible, so that your limits are not to be pushed. The more you let things like late invoices slide, the more likely your clients are to take advantage of you – even unknowingly – because they know you’re ‘super chill.’ 

To handle this type of difficult conversation, put on your boss hat:

• Inform them that their payment of X amount which was due on X date is now overdue or hasn’t been paid yet
• Let them know how much longer they have to make this payment
• Let them know what the consequences will be if they do not make this payment on time (late fees, project start date changes, etc.)

And if you’d rather just copy-and-paste a word-for-word email that will get your clients to pay those overdue invovice, check out The Behope Studio email templates made for these exact kind of situations.

Difficult Conversation #4: Out-of-Scope Work

Oh, the dreaded scope creep – every service provider’s nemesis.

It’s hard to know when to draw the line between completing ‘one extra thing’ as a good-faith gesture to a client taking advantage of you and your time. Approaching this conversation can feel daunting, but you’ll feel more confident if you come prepared. Whether you chat with your client face-to-face or via email, I recommend handling the conversation by:

• Referring to the services outlined in your contractual agreement
• Providing clarity on your revisions process – including how many
• Setting clear boundaries on client expectations, and
• Your hourly rate or quote for additional work

Remember, you’re the person in charge, so don’t be afraid to let them know your rules.

Difficult Conversation #5: Raising Your Prices

Every business owner should increase their prices eventually. As you grow in your business, upskill and the quality of your services improve, you should be paid what you’re worth. But, how do you kindly tell your clients you’re increasing your prices (i.e. they’ll have to start paying more)? It can feel like a difficult conversation to have, but the way you approach it is everything. Here’s some advice:

• Provide explanation and context, but avoid over-explaining or apologising. You’re the expert here, and raising your rates is not only allowed but expected eventually

• Give your clients enough notice – communication is key! Good timing might be waiting until the new financial year, the new year, or before beginning a new service agreement period. Your clients would usually expect your prices to increase as your business grows and your services improve

Difficult Conversation #6: Reminding Clients Who the Expert Is

Maintaining a healthy dynamic between business owner and client in a working relationship can be tricky to work out at first. This can sometimes lead to unfavourable situations where the client is holding all the cards and you don’t feel you’re being respected as the service provider you were hired for.

Instead of letting it sour your working relationship or harbouring any resentment, approach the conversation in a friendly manner and remind your client of the processes of how you operate your business.

• Let them know you appreciate their attentiveness
• Give them an explanation behind the certain choices you have made
• Make it clear you recommend the following expert advice
• Leave room for them to ask questions

Prefer to have someone else handle these tough situations for you, instead?

It’s possible.

Thanks to the email templates I created that have 60+ copy-paste emails for every situation imaginable (except maybe actually breaking up with your no-sparks Hinge date). From what to say in your onboarding emails to how to kindly remind clients who’s in charge, there’s a template for every scenario you’ll find yourself in as a business owner.

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