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Instead of ?No, we don't have that,? try phrases like, ?I can see how that would be useful, but I'm afraid we don't have plans to add that functionality,? or ?While there's currently no way to do that, we appreciate you taking the time to let us know what you're looking for?most of the improvements we make come from ...
Be polite, but direct People today appreciate honesty and directness. Make sure that you're upfront and simply state your case. You don't owe them anything more than a ?Sorry, I can't help you,? but if you feel the need to explain, keep it simple and focused.
Dear {Salutation}: In response to your request when you contacted this firm, I have reviewed the information you provided regarding possible representation in the matter of:________________. I appreciate the confidence you have expressed in our firm; however, the firm has decided not to represent you in this matter.
After you left our offices yesterday, we performed a formal conflict-of-interest check and found that our firm does indeed have a conflict of interest involving your intended adversary in this case, [Name]. Unfortunately, this conflict cannot be resolved in a manner that would allow us to represent you in this matter.
Communicate your decision in writing as soon as you decide to refuse their case. You should also recommend the potential client visit another lawyer who can assist them with their case. A written letter serves as a factual record that you turned down the potential client's case and explains the reason for the decision.
The opening paragraph states the legal issue the letter is addressing followed by the facts, a discussion of the law as it applies to the facts and a conclusion which is essentially the advice to the client. Often attorneys include headings to lead the client through this process to arrive at the same conclusion.
Send rejection letter. If taking on the client seems like too great of a risk, protect yourself by notifying the client in writing so there is no confusion about representation. Be polite but firm, and abundantly clear. Send the letter by certified mail and retain a copy for the firm's records.
A guide to politely declining requests (with examples) Thank you, but no, thank you. ... Say no to an existing client. ... Bookend your "no" ... Saying no when there are unknowns or a conflict of interest. ... Know when to compromise. ... Don't be vague. ... Turn the request down, not the client.