Has a client ever asked you for something you didn’t have the resources to provide? Have you ever had a request to do something that’s against company protocol? Do clients want you to bend over backward on a task that isn’t worth the ROI? On these occasions, you are perfectly justified in saying no. But clients rarely like being turned down, so it’s important to learn to say no without losing a paying customer.

Offer Alternatives
Maybe a client has asked for something you don’t traditionally offer. Unless this is a rare opportunity to branch out and begin offering a new service to all clients, it doesn’t make sense to run yourself ragged fulfilling a niche request. Avoid the fear of letting your client down by referring them to another place where they can get what they need. This way, you get to say no while still being the person who helps the client get what they want.

Ask for Clarification
If you have changed anything in your company, be it the software interface on your website or your pricing structure, you may have frustrated clients who demand things go back to the way they were before. Since that’s not an option, try to determine exactly what they are upset about. By asking a client why they prefer the old way, you might learn that they are having trouble accessing important information in your new software or that the new price increase is beyond their budget. Armed with this information, you can hopefully find a solution for what’s really troubling them. This is also a good time to explain the reason behind the change, if possible. Clients can be more accepting when they understand something better.

Make Clients Feel Heard
In every interaction, people want to feel listened to. Even when you have to say no to a client, making sure they feel heard and respected can go a long way toward maintaining that goodwill. Acknowledge the issue they are having, empathize with their frustration, and make sure your client knows you are listening by using their name and saying, “I understand.” You can’t say yes to every request, but you can remind clients that you value their support and appreciate the effort it took for them to contact you.

Saying no is not bad customer service. When you take the time to say it the right way, you’re actually doing the client a favor because it means you aren’t wasting their time.