Three ways to say no to a request without losing the customer: no availability, outside your area, or too small, each with an alternative.
Ignoring a request you will not take is the most common approach, and the most expensive one: people remember the silence, and they talk about it. A clear no, on the other hand, is remembered as a sign of professionalism.
A good refusal fits in three sentences: thank them, give the real reason in a few words, and point them somewhere. That pointer is what turns a no into a referral.
Within 24 hours, just like a request you accept. A quick no gives the customer time to find someone else, and that is exactly what they will remember.
"I am fully booked" when you are not gets found out the moment the customer sees your truck on the next street. The real reason, stated plainly, never needs defending.
Written with these trades in mind
Template 1 of 3
When to use it : You would like the job, just not right now. Say when you could do it: some customers are glad to wait.
Subject : Your request for [job]
Hello [first name], Thank you for reaching out about [job]. My schedule is fully booked until [date], so I will not be able to do the work in the timeframe you need. If your project can wait, I could start on [date]. Otherwise, I hope you find the right person quickly. Best regards, [your first name]
Template 2 of 3
When to use it : Send them to someone you trust. The favor often comes back later, from the colleague and from the customer.
Hello [first name], Thank you for thinking of us. [Your town / this type of work] is unfortunately outside what we do, and I would rather tell you now than keep you waiting. I can recommend [colleague's name, phone], who I have worked with for years. Best regards, [your first name]
Template 3 of 3
When to use it : Without ever writing "too small": explain the constraint and offer what is still possible.
Hello [first name], Thank you for your message. For a job this size, the trip and setup would make up most of the cost, which would not be a good deal for you. If you have other work planned soon, I can combine it into a single visit. Otherwise, [name of a handyman service or colleague] would probably be a better fit. Best regards, [your first name]
With Standin
Standin reads your clients' messages while you work, fills in their record and drafts the reply in your words. You read it over and send. Free to start, no card needed.