Declining business.
WHEN TO DECLINE
The buyer cannot afford what it costs to serve them The requirements exceed what you can deliver The relationship is already difficult The terms are unacceptable Something about it is dishonest
WHY DIFFICULT BEFORE THE SALE MATTERS
It does not improve afterwards.
WHAT SIGNS APPEAR EARLY
Demanding beyond the process Disrespecting your time Pressing repeatedly on price Refusing to put things in writing Unrealistic expectations
WHAT TO DO ABOUT THEM
Address them once, and observe the response.
WHAT TO DO IF NOTHING CHANGES
Decline.
HOW TO DECLINE
Plainly, courteously, without extensive justification.
WHAT TO SAY
That it is not a fit, and why briefly.
WHAT TO OFFER
An alternative, where you can.
WHY
It is helpful, and it preserves the relationship.
WHAT DECLINING COSTS
Revenue you would have had.
WHAT IT PRESERVES
Capacity, margin and morale.
WHY MORALE MATTERS
Difficult customers consume disproportionate attention and damage teams.
WHAT TO CALCULATE
What serving them would actually cost.
WHAT TO REMEMBER
Revenue that costs more than it earns is not revenue.
WHAT TO DO AFTERWARDS
Note the signs, for next time.
