All businesses have them. Whether you are as large as Boeing or just a shop owner, we all are faced with the client or potential customer who you just do not want to deal with. They are a pain.

These people come along in different disguises. For example:

• They ask for one last discount, again and again.
• They ask for price quotes on many related items, without every deciding on what they want
• They raise irrelevant issues about the quality of the service or the product in question.
• They compare you to your competition
• They demand to know a breakdown of your costs, forcing you to justify your price.

And so the list goes on.

What links all of these points is that they keep nagging at you. This forces-encourages you to change your stance, just to please them. And that only leads to more exasperation.

What prompted me to write this blog was because a friend of mine in the Jerusalem area posted a plea for help yesterday. He was going through this very issue. What should they do?

Most of the responses centred around the theme of telling the potential customer to go away. If they could find a cheaper alternative elsewhere and that was what was important, so be it. Let them walk. And my friend would feel so much better, if only because he would be rid of the troublesome problem.

My work, as a business coach and mentor has led me to help out in many similar situations. I consistently argue the following two points. First, the client probably has yet to realise what they want. Therefore, especially when dealing with a customer in-the-making, a sale in unlikely to eventuate for you. They are projecting their uncertainties on to you, the seller, and thus making you feel worse than them. Both sides are now annoyed at the situation and with each other.

Second, and most important, you need to make a decision as early as possible that you neither want nor need the business. In addition, there may be future hassles as well for all you know, if this is how you have started out.

But, how should you say NO? In the above scenario, most of the advice offered was to be outright. Tell it ‘to their face’.

I argue that you should stick to your original or updated proposal. You can explain that this reflects a fair price for a great product, and that is why many others purchase from you. This allows you to maintain your pride and your branding.

The point is that you show to yourself just how professional and commercial you are. It enhances your self-confidence for when you have to face a similar ordeal, which will come along sooner or later. The alternative method, mentioned above, does not put the emphasis on you and your skills.

And you never know. Sometimes, occasionally, the customer comes back to you and apologises……..and accepts your offer! Yes, it has happened.