In my last post, I blabbed all about what a HUGE BUMMER discount requests can be for professional service providers…
Does this scenario sound familiar? You asked 17,000 colleagues (Tom, Dick and Harry all told), friends (including that dopey guy from high school) and family members (even Grandma Pearl) their opinion about 37,000 different pricing structures. You finally “made up your mind,” only to second guess yourself roughly a bazillion more times all in an effort to formulate the perfect price.
Then after tearing out (what’s left of) your hair out to solve this mental Rubix Cube, a prospect casually sidles up to your proverbial cash register, and asks: “Hey, can I get a discount?”
If you’re like most small business owners in the professional service realm, this is the moment when <=BOOM=> your head explodes in pure frustration.
So what do you do? Again in my last post, I stressed the importance of empathy. Displaying an angry, indignant or indifferent attitude to financially strapped prospects is likely to get around among your prospect pool (welcome to the interconnected internet age!). And that’s the last thing you want. On the other hand (oh yes, the omnipresent other hand!), a constant stream of empathy-driven client discounts is destine to drive you into the poor house.
So what’s the solution that bridges the gap? The trick here is to…
Turn Prospects Down Gently
The most effective approach is a firm, resolute tone, tempered with empathy and compassion…
== > Start by reflecting meaning. In other words, repeat back to your client the hardship they’ve described, in your owe words, and ask for clarification. This communicates that you understand their situation.
== > Affirm your empathy for their plight. This reinforces that you understand their feelings.
== > Thoughtfully and respectfully decline their discount request. Explain that your prices are fair, and accurately represent the value of your services. And moreover, it wouldn’t be just to other clients, many of whom are saddled with similar hardships, to extend a discount.
== > Suggest they return to you when their situation improves. This keeps the door open to a future relationship.
Is This Strategy a Panacea?
Nope. When someone doesn’t get their way, regardless of whether they’re your child, significant other, or prospect, there are likely to be hurt feelings. It’s human nature. But at least with this approach, you made an effort to be respectful, caring and compassionate.
Struggling With Some Particularly Thorny Discount Requests?
Some hardship pleas can be VERY compelling. And in some cases, you just want to “do right” by a particular person, but realistically, you can’t afford it. If you’re torn about how to handle a particular request, swing by my Google+ page. We’ll put our noggins together and hammer out a strategy!