In the world of client services, there are two kinds of people: the "Yes" folks, who bend over backward to accommodate every request, and the "No" folks, who guard their boundaries with the tenacity of a honey badger protecting its den.
I, my friend, am neither.
You might call me a "Yes, But..." person.
Let me explain.
Early in my career, I was a classic "yes" person. I said yes to every project, every deadline, and every outlandish idea.
Why?
Because I wanted to be seen as helpful, reliable, and eager to please, but guess what? It backfired.
I ended up overworked, stressed out, and resentful. My clients weren't happy either because I was spreading myself too thin and couldn't deliver the quality of work they deserved.
Then, I swung to the other extreme and became a "No" person. I learned to set boundaries, avoid unreasonable requests, and protect my time and energy.
But that didn't feel right either.
I wanted to help my clients succeed and be a true partner.
That's when I discovered the power of "Yes, But..."
Here's how it works.
When a client comes to me with a request that's outside the scope of our agreement, I don't immediately shut them down with a "No." Instead, I say, "Yes, I'd love to help you with that. But here's what we need to consider..."
Then, I explain the potential challenges, the additional resources required, and the impact on the timeline or budget. I offer alternative solutions that might be more feasible or efficient. And I always make sure the client understands the trade-offs involved.
For example, a client once asked me to create a comprehensive social media campaign in just two weeks. Instead of saying "No," I said, "Yes, we can do that. But it will require a significant investment of time and resources on your part.
We'll need to prioritize which platforms to focus on, create a streamlined content calendar, and potentially bring in additional support. Are you willing to commit to that?"
The client was initially hesitant, but after hearing my explanation, they agreed to adjust their expectations and work with me to develop a more realistic plan.
Ultimately, we created a successful campaign that met their goals, and our relationship grew stronger as a result.
So, how can you become a "Yes, But..." person?
Here are a few tips:
Listen actively: Truly understand your client's needs and goals before responding.
Set clear expectations: Communicate your capabilities and limitations upfront.
Be transparent: Explain the reasons behind your "But..." and offer alternative solutions.
Collaborate: Work with your client to find a win-win solution.
Be flexible: Be willing to adjust your approach based on the situation.
Remember, being a "Yes, But..." person doesn't mean you're a pushover.
It means you're a strategic partner committed to helping your clients succeed, even when their requests are a little (or a lot) out of the box.
So, the next time a client throws you a curveball, don't panic. Take a deep breath, channel your inner superhero, and say, "Yes, But..."
I'd love to hear from you: What's the most challenging client request you've ever received, and how did you handle it?
Poetry Slam…
The "Yes, But..." Way
Say "yes" too much, you'll be a wreck,
Say "no" too often, your clients you'll neglect.
But a "yes, but..." friend is the one to keep,
They'll help you climb while you soundly sleep.
When clients ask for the moon and stars,
Don't just say yes and lower the bars.
Say "yes, but..." with a clever twist,
A solution found, a problem dismissed.
So be a helper, but not a fool,
And watch your business rise like a swimming pool.
Did you know?
Did you know that 56% of projects experience scope creep? (Source: Project Management Institute) This means that over half of projects end up expanding beyond their original goals, often due to client requests and shifting priorities.
Did you know that 71% of agencies report experiencing client conflicts due to misaligned expectations? (Source: HubSpot) Clear communication and boundary-setting are crucial for preventing these issues and maintaining a healthy client-agency relationship.
Did you know that the most successful freelancers are those who know how to say "no"? (Source: Forbes) While it might seem counterintuitive, saying "no" to certain projects can actually help you focus on your strengths, deliver higher-quality work, and ultimately grow your business.
Motivational Quote
!["You teach people how to treat you by what you allow, what you stop, and what you reinforce." – Tony Gaskins "You teach people how to treat you by what you allow, what you stop, and what you reinforce." – Tony Gaskins](https://substackcdn.com/image/fetch/w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F6ee916a8-842c-40ae-b6cf-938a7412a479_1000x1000.png)
Marketing Quick Tips
Set Crystal Clear Expectations: Clearly define your services, deliverables, and timelines in your contracts or agreements. This helps prevent scope creep and ensures everyone is on the same page from the start.
Practice the Art of the "Gentle No": Don't be afraid to politely decline a client request that falls outside your scope or expertise. Offer alternatives or redirect them to someone who can better meet their needs.
Value Your Time and Expertise: Charge appropriately for your services, and don't be afraid to negotiate when necessary. Remember, your time and expertise are valuable assets.
Overcommunicate: Keep your clients updated on your progress, challenges, and potential project scope changes. Regular communication fosters trust and prevents misunderstandings.
Know When to Walk Away: It might be time to part ways if a client relationship becomes consistently draining or toxic. Prioritize your well-being and focus on clients who value your contributions.