Why we say no to roughly 40% of prospects
A bad-fit client is expensive for both of us. Here's how we screen inbound inquiries — and why saying no is often the most honest thing we can do.
About 40% of prospects who reach out to Orbit end up getting a "no" from us. That's higher than most agencies, and it's intentional.
Why we say no
1. Budget mismatch
If someone's budget is $800 and they want a custom marketplace, we're not the right shop. We could try to force-fit it, but we'd do bad work for an unhappy client. Better to point them toward Wix + MemberStack or similar, and wish them well.
2. Timeline mismatch
"Can you have this live by next Tuesday?" for anything beyond the simplest Launch-tier site: no. Our timelines are short (2–4 weeks) but we need 2–4 weeks. Shortening that means cutting corners, and we'd rather not.
3. Scope confusion
If someone can't articulate what they want to change on their site, or what success looks like after launch, they probably aren't ready for a project yet. We point them toward our free audit or a competitor with a more consultative model, and check back in 3 months.
4. Values mismatch
We want clients who value good work, communicate clearly, and treat contractors like partners. If the initial conversation is adversarial — trying to grind us on price before we've even scoped the work, complaining about the last five designers — the project will be painful. We pass.
5. We're not the right tool
Someone needs a Shopify theme customization. Or a WordPress plugin built. Or a mobile app. All of these are valid needs — just not our specialty. We refer them.
Why this is good for both sides
Every "no" we give frees us up to do excellent work for the clients we say "yes" to. And every "no" frees the prospect up to find a better fit. It's not a loss; it's triage.
The alternative is accepting every client that can afford the minimum, then doing bad work because the fit was wrong from day one. That's how agencies build bad reputations, and it's why the industry average NPS is abysmal.
How we actually deliver the no
Every "no" includes:
- The specific reason (budget, timeline, scope, fit, specialty)
- A recommendation — either a competitor, a product, or a DIY path that would work
- An invitation to come back if circumstances change
People remember how you treated them when you couldn't help them. Often those prospects come back 12 months later with a different project, a bigger budget, or a referral to someone who's a better fit.
