[StavrosK]

Really? I say "our agency is so busy at the moment that someone else will handle your project, but I will personally oversee and QA it. Our customers not only seem to not mind, but they're extremely happy after the project has completed.

[pallandt]

I think you mentioning that you'll personally oversee and QA their project has a big impact on how positive the news is received. In fact, that's a great approach!