A client you worked with 10 or 15 years ago reaches out because they loved working with you and want your help again. Sounds like a dream, right? But what if your firm has changed, your pricing has evolved, and the small project they’re requesting no longer fits how you operate?
In this episode of DesignDash, Laura Umansky and Melissa Grove discuss how to navigate returning clients, communicate changes in your business, and recognize when saying no is actually the best decision for everyone.
They get into:
- When returning clients no longer fit your business model: Why the small projects you once accepted may not make sense as your firm grows, and how to recognize when a returning client needs something different.
- Managing expectations around pricing, billing, and repairs: How to explain changes in your firm’s structure and costs while continuing to stand behind your previous work.
- Why a thoughtful referral can be better than saying yes: How connecting past clients with another trusted designer can preserve relationships and ensure their projects receive the attention they deserve.
- Overcoming the fear of saying no: Laura shares her struggle with FOMO, a difficult experience with an unhappy returning client, and why setting boundaries is part of running a successful business.
Whether you’re a solo designer or leading an established firm, this conversation is a reminder that you can appreciate your returning clients without accepting every project they bring you. Sometimes, the best way to honor those relationships, protect your team, and keep your business moving forward is knowing when to say no.
