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Client_Who_Came_Back_Leading_On_Purpose-resized-2ef9f67d Learning to Set Boundaries and Say No

Learning to Set Boundaries and Say No

25 September 2024

I failed a client... And that client came back.

About 8 years ago, I messed up an event. I made a series of decisions that, in hindsight, were missteps. I actively chose to take on more than I normally would have. Beyond planning the activities, I agreed to plan transportation and meals for attendees. This was an event where anything that could go wrong, did go wrong, and mistakes compounded. I didn't have the experience I have now to ride the waves and make adjustments as needed.

This was an UH-OH moment for me.

Ultimately, my pricing was too low for what the organization was asking for because I was not confident enough to charge what was necessary. I was eager to secure the business, so I spread the margin over all the activities and sent the proposal as a package deal. The organization ended up canceling 2 out of the 3 activities, so I lost 2/3 of my margin. The most expensive activity, the one with the highest costs, was the only one left.

Over the past 8 years, I’ve learned a lot about properly pricing our offerings. I’ve learned to walk away if I cannot charge what the event truly requires to be successful. It's not worth taking on a project that compromises quality or puts unnecessary strain on my team. Setting the right price ensures that the experience meets the expectations and standards I want to deliver every time.

Back to the event... Anything that could go wrong, did go wrong. The hotel changed, and I lost an additional hour due to the new commute. The attendees had to build rafts out of bamboo and paddle them back and forth. For this Huck Finn adventure, I wasn’t as knowledgeable about tides and the current speed of change as I am now. I had tested the activity two weeks prior, unaware how much the conditions could change in such a short time. Today, I’m much more experienced, thanks to lessons learned from both Nature Adventures and On Purpose Adventures!

Lastly, I allowed the group to add more teams, trying to be accommodating. This addition cut down our inventory, making the rafts less buoyant. Needless to say, we had a lot of folks in the water, soaking wet, and feeling scared (even though everyone wore life jackets and we had rescue workers on paddleboards and kayaks ready to help).

All of this happened because I was stretched too thin, said yes when I should have said no, and ended up in a situation where, though no one was in real danger, the event certainly didn't feel safe or fun for the participants.

People were wet, nervous, and the day didn’t go as planned. I owned up to it. I gave refunds. I took the blame, because it was mine to take.

It was a hard lesson, but one I learned from.

Fast forward eight years and that same client has come back.

This time, I’m grateful. Not just because they’re giving me another chance, but because I’m a different business owner now. I’ve grown, evolved, and matured. I know when to set boundaries, how to say no, and what to look out for in every detail. I didn’t just learn about tides or rafts, I learned about myself and my business. I learned when to push back, and when to offer solutions rather than accepting every request.

When I got the opportunity to work with them again, I was firm. I said no to some of their requests that would’ve pushed the limits. I explained what could be done and what couldn’t. This time around, there were no big surprises, no mismanaged expectations. We worked together to create an amazing experience, and I’m proud of it.

Business is about learning from mistakes. Whether it’s knowing when to take on a project or when to walk away, it’s crucial to set boundaries and stick to them. Eight years and hundreds of events later, I’ve grown in confidence, not just in my ability to plan and execute great experiences, but in my ability to say no when necessary.

The client is happy, and so am I. That’s our goal: to walk away from every project, not just with a job well done, but with a high five at the end.

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