It's a common belief that saying "yes" to everything was the fastest way for business owners to grow, you guessed it - their business! It's simple, isn't it? Say yes, and you'll please and keep everyone happy. But after a while, making too many exceptions can wear you and your team out. There's the client who gives you an unrealistic deadline or the one who ignores your policies. After dealing with all this, you'll start to realize that saying no is actually the better choice.
Let's talk about why protecting your business sometimes means saying no.
1. The customer is always right?
You've probably experienced something like this where you open your inbox and see a client asking for "just one little thing" outside your usual services. You pause and think to yourself if this is even possible, when suddenly, you're pushing your own resources or boundaries. You don't want to seem unhelpful, so you say yes.
The myth of the customer always being right has been a saying in business for decades. This phrase can entice more clients, but it can be very toxic if taken too literal. It can empower unreasonable demands and possibly encourage entitled behavior. You've got to understand that not all requests are equal.
You have every right to assess whether a request is fair or even fits into how you run your business. After all, it is your business. Respect isn't a one-way street and you have the right to draw your own lines too ✍️!
2. When it's time to say no
Knowing when to say no starts with understanding your own abilities, including your time, resources, and most importantly, your emotional wellbeing. The time to say no should naturally come to you when it does show up. Assignments that are rushed, extra services or even discounts to keep your clients happy in the moment will only cost you in the long run.
We've got a couple of examples here on when to turn it down 👎:
🎯 They're asking for something you don't do, but they expect you to do it anyway." If it's not possible, don't stress yourself on a promise.
💰 Pushback on your prices. Your clients may enjoy your products or services, but want a cheaper offer. Don't undercut your value.
⏰ They want something done last minute, but don't offer anything extra. Sometimes, it just seems like there's no consideration for your time.
🔧 If your clients are adding on more stuff than what you originally agreed to, they may be slowly maxing you out.
3. Saying no without losing a client.
More often than not, you'll be surprised that clients will respect you more for having clear and confident boundaries. The way to say no comes from how you say it. You should always avoid being defensive or dismissive. Instead, thank them for the request and explain your reasoning.
Many clients understand that receiving the quality of service from your business comes with time and effort, factors that shouldn't be negotiable. Many times, you can also offer an alternative. This kind of response shows that you care and have a process for a reason. Transparency is important and most of your clients will appreciate it. If they don't, perhaps they weren't a great fit in the first place.
Your business is a part of you and that part deserves to be protected. That means your energy, time and values should always be considered. Saying no doesn't automatically mean you're difficult to work with; it just means you're intentional. You're here to build something sustainable and with that, comes boundaries. Stand by your standards and the right clients will come to you.
Author: Gary Wong
💬 Has there been any requests that you had to turn down before?
Feel free to let us know in the comments below!
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About Stingray Advisory Group LLC: Stingray Advisory Group LLC is based in Grand Rapids,
Michigan, and is a proud member of People First Economy and the West Michigan Hispanic Chamber of Commerce. We help businesses thrive. By improving our client's sales over 60%, reducing their expenses and boosting their engagement by 40% or more, we enable our clients to refocus on what they love.
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