When a client asks you if you provide a certain service and you say no do you think the client will remain with your business or go to another where they know more services are offered?
I have learned over the years that I cannot be everything to everybody. When first starting a consulting business, it's very tempting to try to change yourself in order to meet the needs of everyone. If you do that, your skills will be diluted, and you will end up being "expert" at nothing (or not much)!
Instead, decide what services you have expertise in, and what services you will offer. Network with other consultants in your field who may have specific skills that are outside your expertise. You will refer customers to colleagues, and they will refer customers to you. Networking is essential when you are a self-employed consultant!
Nope, they don't go anywhere. However if you take on a job outside of your abilities and screw it up they will leave.
This is an opportunity to help them. Be a consultant and interview people for them, You know the market better than they do. When you help them by finding 3 potential companies and filter through the sales pitch to get to the brass tacks they will love you and you will keep the client for what you do. ALSO I charge a management fee. Many of our clients have other vendors, but I am the "Marketing Consultant" so the PPC guy answers to me, as does the social media company, and web designer.
I would answer same as Alex Romero; and depends on the services to be provided: quantity, type, price agreed upon, that our capacity will cover it! Our client must be enthusiastic and understandable with us, when we say we are not be able to provide services for the time being, hopefully, in the near future and up to our schedule, or may be our price and schedule to provide the services for the is not acceptable to the client
When it comes to services offered, sometimes there can be complimentary services a client may need. The thing to keep in mind is if you try to be everything to everyone you are unable to be the best at anything. I recommend finding your niche and building strategic partnerships with those who offer complimentary services if you are a small business. Having too many services can complicate your offers, your messaging, and if you have really identified who your ideal client is, AND if you are awesome at the thing you do, you should not need to add a ton of ancillary services to retain your clients. Don't say, "no," but rather bring one of your trusted partners in to help and make the client's experience seamless while providing an expert at whatever the additional need may be. Not all will agree with this train of thought, but I determine if a service is something I can do for my clients better than someone else, does it need to seamlessly integrate with something I already offer, would it be profitable, and do I have the capacity to do it. Sometimes it just doesn't make sense and a referral is the best option for all involved.
Business from Amherst, NY
Answered on Sep 17th, 2018
I have found that if we truly can't provide the service they are inquiring about, that if we are honest that we can't do it, but we give them a referral to a different company or brainstorm with them some ideas to get the work done, that eventually they come back to us for services we can provide. Just don't want to leave them hanging without a solution . . .
Business from Sharon, MA
Answered on Sep 17th, 2018
I'd like to think that I'd first ask "Tell me more about what you're trying to accomplish." That allows me to hear more about the problem, but more importantly, gives me a few seconds to consider if it's something I want to pursue and if I have related experience. If it's not something I want to do, I would tell the client that it's not one of the services I offer, but give me a day to go through my network and see if there's someone I can refer. That can be just as valuable and maintains the relationship.
Many of the people who have already answered are right on point.
Do what you're best at in your wheelhouse, and if not, consider people or businesses that are in your network and refer your existing client to someone you know, like, and trust.
For example, in Gold Star, we have a lot of insurance companies represented. Sometimes representative for "Insurance X" can't help the client. Fortunately, they know the representative for "Insurance Y" can. The customer is happy for the coverage and thankful that Rep X took care of them by putting their needs first and making the referral to Rep Y.
If you need a larger network, look around for the company/companies that could provide the service you are asked for and don't handle. Get to know them and how they do business. If it matches, there may be a way for you to refer to them. Down the road, they might be able to refer to you should they bump into something they don't handle.
Instead of just saying no, I'd recommend refering the client to someone who can help them. Be sure your recommendation is to someone appropriate and follow up with that person so they know you referred them. It's the right thing to do for your client and you improve your reputation with the client and within your industry or marketplace. That may lead to return referral business or maybe a referral agreement that is mentioned in another response to your question.
We offer many services to our members, but the one service we do not provide is a nutritionist. However, some of our trainers have a background in nutrition and they are allowed to give guidelines, but cannot type up an actual plan. If the client wants an actual plan, we will refer.
I'm not a huge fan of saying yes and figuring it out later. If you don't provide a service, then you should at least be able to provide a referral. I think your customers (customers that really are your ideal customers) will value your services when they know they can trust you to point in the right direction.
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Answers (1-10)
I have learned over the years that I cannot be everything to everybody. When first starting a consulting business, it's very tempting to try to change yourself in order to meet the needs of everyone. If you do that, your skills will be diluted, and you will end up being "expert" at nothing (or not much)!
Instead, decide what services you have expertise in, and what services you will offer. Network with other consultants in your field who may have specific skills that are outside your expertise. You will refer customers to colleagues, and they will refer customers to you. Networking is essential when you are a self-employed consultant!
Nope, they don't go anywhere. However if you take on a job outside of your abilities and screw it up they will leave.
This is an opportunity to help them. Be a consultant and interview people for them, You know the market better than they do. When you help them by finding 3 potential companies and filter through the sales pitch to get to the brass tacks they will love you and you will keep the client for what you do. ALSO I charge a management fee. Many of our clients have other vendors, but I am the "Marketing Consultant" so the PPC guy answers to me, as does the social media company, and web designer.
I would answer same as Alex Romero; and depends on the services to be provided: quantity, type, price agreed upon, that our capacity will cover it! Our client must be enthusiastic and understandable with us, when we say we are not be able to provide services for the time being, hopefully, in the near future and up to our schedule, or may be our price and schedule to provide the services for the is not acceptable to the client
When it comes to services offered, sometimes there can be complimentary services a client may need. The thing to keep in mind is if you try to be everything to everyone you are unable to be the best at anything. I recommend finding your niche and building strategic partnerships with those who offer complimentary services if you are a small business. Having too many services can complicate your offers, your messaging, and if you have really identified who your ideal client is, AND if you are awesome at the thing you do, you should not need to add a ton of ancillary services to retain your clients. Don't say, "no," but rather bring one of your trusted partners in to help and make the client's experience seamless while providing an expert at whatever the additional need may be. Not all will agree with this train of thought, but I determine if a service is something I can do for my clients better than someone else, does it need to seamlessly integrate with something I already offer, would it be profitable, and do I have the capacity to do it. Sometimes it just doesn't make sense and a referral is the best option for all involved.
I have found that if we truly can't provide the service they are inquiring about, that if we are honest that we can't do it, but we give them a referral to a different company or brainstorm with them some ideas to get the work done, that eventually they come back to us for services we can provide. Just don't want to leave them hanging without a solution . . .
I'd like to think that I'd first ask "Tell me more about what you're trying to accomplish." That allows me to hear more about the problem, but more importantly, gives me a few seconds to consider if it's something I want to pursue and if I have related experience. If it's not something I want to do, I would tell the client that it's not one of the services I offer, but give me a day to go through my network and see if there's someone I can refer. That can be just as valuable and maintains the relationship.
Many of the people who have already answered are right on point.
Do what you're best at in your wheelhouse, and if not, consider people or businesses that are in your network and refer your existing client to someone you know, like, and trust.
For example, in Gold Star, we have a lot of insurance companies represented. Sometimes representative for "Insurance X" can't help the client. Fortunately, they know the representative for "Insurance Y" can. The customer is happy for the coverage and thankful that Rep X took care of them by putting their needs first and making the referral to Rep Y.
If you need a larger network, look around for the company/companies that could provide the service you are asked for and don't handle. Get to know them and how they do business. If it matches, there may be a way for you to refer to them. Down the road, they might be able to refer to you should they bump into something they don't handle.
Best of success!
Instead of just saying no, I'd recommend refering the client to someone who can help them. Be sure your recommendation is to someone appropriate and follow up with that person so they know you referred them. It's the right thing to do for your client and you improve your reputation with the client and within your industry or marketplace. That may lead to return referral business or maybe a referral agreement that is mentioned in another response to your question.
We offer many services to our members, but the one service we do not provide is a nutritionist. However, some of our trainers have a background in nutrition and they are allowed to give guidelines, but cannot type up an actual plan. If the client wants an actual plan, we will refer.
I'm not a huge fan of saying yes and figuring it out later. If you don't provide a service, then you should at least be able to provide a referral. I think your customers (customers that really are your ideal customers) will value your services when they know they can trust you to point in the right direction.