Client communication skills: The Power of saying 'No'

One of the most important client communication skills soloists need to master is the ability of saying ‘no’ to certain requests.

how clients see you?

Most soloists are fortunate, in that they are surrounded by clients and suppliers who respect their boundaries. However there’s always one or two of them are likely to try and push their luck.

Rather than just agreeing to put yourself out for your client when they ask you to “go the extra mile” for them, take a minute to decide the impact of taking it on.

When doing this, put yourself first and ask ‘how will agreeing to this short-notice job affect me/my business/my other clients?’ This is as opposed to automatically being empathetic with your client’s predicament.

The problem is you may decide the job’s not right but still find it hard to say ‘no’. This is a really common issue, especially for soloists, many of whom acquiesce to unreasonable requests because they worry their clients will think badly of them if they turn them down.

In reality, their client’s reaction is more likely to be “that soloist’s really got her act together” than “it’s unprofessional of her to turn down work”. With any luck they will take on board a fact your saying no has taught them, e.g. “Next time I need her to do a job I ought to bear in mind she needs more notice.”

‘Yes’ often means you want to be amenable and to please, whereas ‘no’ shows you’ve taken control of your business. Bending over backwards to please not only sends signals that you’re a pushover, it ultimately saps your energy which is obviously counterproductive for all concerned.

If the thought of saying harsh-sounding ‘no’ distresses you, surround it with a comforting phrase, like '”I'm going to have to say no to that, but thank you for asking me” or “I'll have to say no on this occasion as I'm double booked already, but please ask me again.” This way you'll find that you can still sound positive or open to an idea, even when declining someone's suggestion or request.

It’s liberating when you realise that saying ‘no’ doesn’t mean you’re a negative person. Having effective client communication skills and the confidence to say ‘no’ is a real asset, so take control, be clear-headed about your policies, know your limits and when you need to… just say no!

Sam Leader is a director of Flying Solo and its editor. She is the co-author of Flying Solo - How to go it alone in business.

2 comments | Add your own

I couldn't agree more. I've just started a new home-based business and, this thime, I'm in control.
Sixteen years ago I had another home-based business and I just wore myself out, working 24/7, literally, and until all hours of the night/morning.
And what did I get for my trouble? One client after the other who decided that I made the project look so easy, seamless and painless (for them) they decided to move the project in-house. Of course, they all fell over. They just couldn't find anyone who had the range of skills, or was prepared to put in the hours. Did they come back to me? Of course not. Eventually, I took a long term contract job.
Now I say no when a client's need will mean exhausting hours and hassle for me. It's certainly not that I don't need the money. It's just that now I've got my priorities sorted around my needs. This time around, clients have learned to appreciate that my services are in demand, and that they simply cannot just drop a load of work on me at will. In short, I have gained more respect than I had when I accommodated clients' every need at my own expense. Sandi Marks from Perth WA
Hi from the US!
I so agree with Sam that I wrote a book on the subject. "The Positive Power of NO: How that little word you love to hate can make or break your business." It's available on Amazon.com, of course.
It was written mostly for small to medium sized business owners, but mostly for anyone who has limited resources. Nobody ever told us thet "FOCUS" meant saying "NO" to everything else we weren't focusing on.
I've actually worked in Perth with the Caterpillar Dealer there establishing a "Power of NO" prospecting call center, where they talk to dozens and dozens of contractors per day for very short calls allowing them to DISqualify themselves quickly so the sales team can follow-up on the more eager ones. This works amazingly well for Soloists who can learn how to do it! Kim DeMotte from St. Louis, Missouri, USA

2 comments | Add your own

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