Comments on: The Art of “No”

By: Todd Defren

Todd Defren — Mon, 02 Jun 2008 18:57:22 +0000

@Jonathan – I totally agree that every client SHOULD feel like the only client. The problem arises when this approach to service is abused (knowingly or not); at which point, pushback is appropriate.

By: Jonathan Heit

Jonathan Heit — Mon, 02 Jun 2008 18:46:38 +0000

While I agree with much of this post, I have to say your clients are far more “reasonable” than any I’ve worked with if the main reason you indicate for not having enough time to allocate is your other client’s worthy efforts.

I’m of the mindset that every client needs to feel as if they are your only one, and any argument for more time, resources and dollars needs to be independent of work being done for others. It’s unreasonable for us to think otherwise

By: Christine Perkett

Christine Perkett — Fri, 30 May 2008 19:35:06 +0000

Amen! Well said, as always, Todd.

By: Gabriella

Gabriella — Fri, 30 May 2008 13:08:28 +0000

Great post! As we are relatively new online marketing company, saying ‘no’ to a client’s demand embodies the fear that they may cut the project off and go the opposite direction. At this point, every penny helps to fund and spread our name. But by not saying no, you create a spoiled child who feels that they can get anything for free, as we’ve already seen up close and personal. My new theory of the day goes like this: clients are like children, they deserve reasonable boundaries, clear communication and consistency to foster a healthy relationship between both you and them.

By: David Ko

David Ko — Fri, 30 May 2008 11:35:55 +0000

Wonderful post. One of the most important (and popular) internal training courses we have for consulting staff is Client Negotiation Skills. The art of saying “No” or “No, but…” is a basic survival skill especially in today’s world of scope creep and limited budgets.

By: Mike Santoro

Mike Santoro — Fri, 30 May 2008 03:01:08 +0000

Great post. We have similar intersting demands made upon us so your Today Show reference made me chuckle. Being in Chicago, all our clients want to get on Oprah. It’s a five block walk from our office and I think people assume that you can just walk in and she’ll put whoever on the show.

Saying no is a very hard thing to do but it’s necessary and clients usually get it. You just have to be prepared with an alternative or a solution when saying no. That seems to make it all the easier to do.

By: Libby S

Libby S — Thu, 29 May 2008 23:02:47 +0000

Wonderful post. Many of us have trouble saying no. We recently had an internal meeting to discuss a client who was doing exactly what you expressed. By saying NO to some unnecessary projects we saved the client money, and our agency saved time and resources (that could be used on a more productive/profitable venture). Win – Win. Thanks!

By: Lori R

Lori R — Thu, 29 May 2008 22:29:07 +0000

Todd – couldn’t agree with you more. We are counselors, after all, and sometimes that means we have to tell clients things they don’t want to hear. In the long run it makes for a healthier relationship with a client who better understands our business.