But before we walked away from the deal, we asked him what his concerns were, and if there was a way to make the numbers work. Upon further discussion, we learned that the company’s selection committee was skeptical about working with us because we were a small boutique firm and our pricing was very close to what was being quoted by bigger, established firms. Our contact told us he needed a basis to justify choosing us, so he needed a lower quote. He also said if we did a good job, there was significant potential for follow-on business.
Hence it was not difficult for us to offer a refund in the event the client was not satisfied. By working to understand our clients’ concern, we were able to offer a win-win solution. The key here is, we did not give up on our own interest, but worked very hard to maximize the benefit for our client as well. Once we won their trust in this way, they showed no hesitation in signing on the dotted line … on our originally quoted price.