It’s often hard to accept a “no” when we ask for something. Many of us have an equally hard time saying no to client requests, even when we know we should. Saying no is usually tough. In some cultures, for example, there are hundreds of ways to say no and, confusingly, many of them involve the word yes.
For service providers, no can be one of the most valuable words in your vocabulary. If you’ve ever been bogged down in a profitless project, you understand how important it is that you could have said no when you agreed to the terms.
If you’ve ever kicked yourself because the client’s team isn’t meeting expectations, you know how much more productive you could have been if you had refused to accept low-performing people onto the team.
Too often, we say yes to client requests and then rationalize how it will all work out for the best. Sadly, as soon as you say yes when you should have put your foot down, the problem usually compounds itself. Agreeing to take that low performer onto the team can easily lead to schedule slips, budget problems, and morale issues.
Remember, it’s easy for clients to ask for whatever. They may be thinking, “All she can do is say no, so why not ask?”
I’m not suggesting that you say no and simply walk away. But when your instincts tell you that you should say no, listen. Then search for alternatives with your client. Chances are good that you’ll find a better solution when you both focus on the issue.
If you’re fearful that the relationship will sour if you say no, then you have an obligation to reevaluate your position with that client.
