Written by: Vickie Sullivan | April 21, 2022
When Someone Makes an Uncomfortable Request
Let’s face it: Everyone has their favorite people. It could be a favorite client, favorite collaborator, and perhaps even favorite family members. So, it’s tempting to say “yes” to every request they ask of you.
The problem is, however, the first “yes” can quickly spiral into more favors. And the next thing you know you are putting your efforts far outside your scope of work or comfort zone.
How to Say No to a Request
Here are two ideas to head this unfortunate dynamic off at the pass:
• Focus on expertise. Clients who trust your opinion assume you know everything. For requests too outside your lane, it’s up to you to be honest about what’s in the client’s best interest. My typical response: “I appreciate the confidence, but trust me, this won’t end well. I can give you overall direction and advice, then let’s get you someone who is great at (enter new duties here).” This response limits the help you can provide without leaving clients without a solution.
• Focus on availability. I had a recent situation where one personal errand was about to become three or four. What I said to stem the tide: “Oops, just got back. I got what was available. We can make it work with what we have.” In business situations, clients assume your availability. Discuss how the delays of your involvement will throw a bigger wrench into the system.
Listen: How to Charge More in the Middle of a Project
If you’re like me, you probably worry about how your refusal will impact the person making the request. You might even feel guilty. But by shifting the focus away from that relationship and squarely on the request, your refusal feels less personal. If you offer solutions outside your direct assistance, you provide more help than you would be able to if you honor their request.
Now Read This:
- Fear Factor: How to Go Outside Your Comfort Zone
- Competitive Branding for B2B Professional Service Firms