How to Respond to Customers Who Want Your Work for Free

Do you want to sell your products or your work for free? I’m sure you don’t. But it happens all the time. Customers want what you have to sell and pay you nothing for it. What should you do when customers want your work for free?

Be ready with a response. This recently happened to a client of mine. My client prepares very well for prospect meetings. He uses some expensive business analytic tools to generate reports about their business. Prospects are very impressed to learn the breadth of his knowledge about their business.

These analytic tools allow the prospect to see exactly how their business is performing or in many cases underperforming. My client's recommendations lets business owners see what he can do to help their business. It shortens his sales cycle because he can demonstrate his expertise.

These tools are expensive. He wants the prospects to buy his service so he can continue to use the tools and generate useful information that they can act on to increase their sales.

Recently a client asked for his reports for free. My client was stumped. That’s when he called me. I told him that the next time he needs to be ready with his response.

Allow them to save face. Your answer cannot make your prospect feel guilty. I always say, “Don’t blame anyone for asking. You can always say no.” Your answer cannot be angry or abrupt. Your answer has to be a plausible reason of why you say no.

Because… You need to give a reason and use the word “because.” Why? “Because” is a persuasive word.

Here’s what I recommended to my client.

"I'm so glad you noticed that the reports were so valuable. That's how I choose to work with my customers. Too many of my competitors overpromise but under deliver. They leave a great deal of disappointed customers. What I do is demonstrate a considerable amount of expertise because I want to show my customers what they can typically expect after we work together. You saw some of the power of those expensive analytic tools that I purchased. I’d be happy to answer some of your questions, and the analytic reports are for when we’re working together."

It’s only a matter of time before a prospect or customer asks you for something for free. I’m not against giving product or service away. Just be clear that what you’re offering has value.

Let it be your choice if you want to give it away for free.