The power of "No"

[oldkevx]

Themes
Every year I have an overarching theme that I use to as a filter for everything. This year I have two themes and I would like to share how they guide decisions in business. First off, my two themes of 2016 are:

1. Abundance
2. If it is not a "hell yes", then it is a "no." - borrowed this from Derek Sivers

These two themes guide all personal and business decisions. I share these themes with my employees, contractors, family and friends each year so they know where I am coming from.

Historically I would say yes to almost every meeting, client, project and other things that use my most precious resource...time. That changed this year.

Themes in action
I was interviewing a potential customer for our business last week and realized immediately that we were not going to be a good fit for each other. Awesome guy, awesome company, but I could tell that he may not let us dig in and kick a$$ for him. Kind of like a patient who wants to be involved in conducting the surgery...not happening.

This would have been a $10K-$15K engagement for the service side of our business but I knew it would have cost us way more in mental fatigue and employee morale....so I said "no."

The key to saying no gracefully to a customer or anyone is to then offer another solution. In this case I was honest and told them why we wouldn't hire him as a client. Then I gave him some resources that could help him...our competition. Furthermore I offered to review the work of the top two companies he may partner with. This will take me 10 minutes max.

Results

1. The prospect appreciated our honesty and really appreciated our offer to help them with an alternative.
2. That same day we said yes to a similar opportunity with a much better customer.

No is a very powerful word. If you are on this forum you value the only non-renewable thing we have....time.

"No" creates time for the things worthy of your focus.

 

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[Andy Black]

Themes
Every year I have an overarching theme that I use to as a filter for everything. This year I have two themes and I would like to share how they guide decisions in business. First off, my two themes of 2016 are:

1. Abundance
2. If it is not a "hell yes", then it is a "no." - borrowed this from Derek Sivers

These two themes guide all personal and business decisions. I share these themes with my employees, contractors, family and friends each year so they know where I am coming from.

Historically I would say yes to almost every meeting, client, project and other things that use my most precious resource...time. That changed this year.

Themes in action
I was interviewing a potential customer for our business last week and realized immediately that we were not going to be a good fit for each other. Awesome guy, awesome company, but I could tell that he may not let us dig in and kick a$$ for him. Kind of like a patient who wants to be involved in conducting the surgery...not happening.

This would have been a $10K-$15K engagement for the service side of our business but I knew it would have cost us way more in mental fatigue and employee morale....so I said "no."

The key to saying no gracefully to a customer or anyone is to then offer another solution. In this case I was honest and told them why we wouldn't hire him as a client. Then I gave him some resources that could help him...our competition. Furthermore I offered to review the work of the top two companies he may partner with. This will take me 10 minutes max.

Results

1. The prospect appreciated our honesty and really appreciated our offer to help them with an alternative.
2. That same day we said yes to a similar opportunity with a much better customer.

No is a very powerful word. If you are on this forum you value the only non-renewable thing we have....time.

"No" creates time for the things worthy of your focus.

Awesome post.

"No, but" is very powerful.

I've noticed that when I get rid of clients that aren't a good match, it leaves room for good things to happen, and for good clients to appear.

Abundance.

Rep+

 

[JokerCrazyBeatz]

Themes
Every year I have an overarching theme that I use to as a filter for everything. This year I have two themes and I would like to share how they guide decisions in business. First off, my two themes of 2016 are:

1. Abundance
2. If it is not a "hell yes", then it is a "no." - borrowed this from Derek Sivers

These two themes guide all personal and business decisions. I share these themes with my employees, contractors, family and friends each year so they know where I am coming from.

Historically I would say yes to almost every meeting, client, project and other things that use my most precious resource...time. That changed this year.

Themes in action
I was interviewing a potential customer for our business last week and realized immediately that we were not going to be a good fit for each other. Awesome guy, awesome company, but I could tell that he may not let us dig in and kick a$$ for him. Kind of like a patient who wants to be involved in conducting the surgery...not happening.

This would have been a $10K-$15K engagement for the service side of our business but I knew it would have cost us way more in mental fatigue and employee morale....so I said "no."

The key to saying no gracefully to a customer or anyone is to then offer another solution. In this case I was honest and told them why we wouldn't hire him as a client. Then I gave him some resources that could help him...our competition. Furthermore I offered to review the work of the top two companies he may partner with. This will take me 10 minutes max.

Results

1. The prospect appreciated our honesty and really appreciated our offer to help them with an alternative.
2. That same day we said yes to a similar opportunity with a much better customer.

No is a very powerful word. If you are on this forum you value the only non-renewable thing we have....time.

"No" creates time for the things worthy of your focus.

This is powerful

 

[rick912]

"No" creates time for the things worthy of your focus.

Amen brother. Your business is in a great spot when you vet clients, or as you put it "hire" clients.

Last week as I was saying no to someone that wanted a Shopify SEO specialist I was unknowingly giving him tips on finding a company that specializes in it and becoming an affiliate for them.

What gets my attention is when someone asks for your expert help, you lay out the overall game plan and the first words out of their mouth is "ok but how about we do it this way". Immediately not a good fit.

My best clients are the ones that stay out of my way and let me run with it.

 

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[Andy Black]

Amen brother. Your business is in a great spot when you vet clients, or as you put it "hire" clients.

Last week as I was saying no to someone that wanted a Shopify SEO specialist I was unknowingly giving him tips on finding a company that specializes in it and becoming an affiliate for them.

What gets my attention is when someone asks for your expert help, you lay out the overall game plan and the first words out of their mouth is "ok but how about we do it this way". Immediately not a good fit.

My best clients are the ones that stay out of my way and let me run with it.

Yep. As soon as they ask "how" (or "how much" when you've not even talked about what needs done) it's a given they're going to be a PITA..

 

[Leo Hendrix]

@oldkevx

I like how you re-frame situation to open up another opportunity or solution to your client you just said no to.

Reminds me of what I read in Choose Yourself, how James talked of referring people to your competition and being the go to guy for valuable information, for example: Google.

 

[Andy Black]

I also like @IceCreamKid 's advice to get the client to say "no".

Maybe by pricing it so high they go elsewhere, and priced so you're delighted if they say "yes".

 

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[Rawr]

Yep, those customers that are pain in the a$$ aren't worth it. If they start asking too much right away, they will keep on doing it later.

another good one I read yesterday:

"if you don't want to charge the full service fee for whatever reason, don't charge anything."

 

[oldkevx]

Thanks for all of the feedback. We call our approach internally (situational alpha). We act and recommend like surgeons. Anyone who is not comfortable with this approach will not be a profitable or enjoyable client to work with. I think so many service companies are afraid to take a stand but ultimately it is in the best interest of the person you are saying no to. When spoken honestly we have found the mutual respect rises.

 

[oldkevx]

I also like @IceCreamKid 's advice to get the client to say "no".

Maybe by pricing it so high they go elsewhere, and priced so you're delighted if they say "yes".

We have a name for this....the a-hole tax. Price it so high that if they bite the extra tax will make it worth it.

 

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[tux]

Great advice! Currently, I'm working on building a business as I Freelance and the word no has impacted my life in a huge way. When a client wants me to work at a certain rate per hour and I say no, sorry its not possible, they either ask what I'm looking for or walk away. These no's have led to better clients, and higher rates.