When a client asks me to do something that, I feel, would kill what I am building for them, I have to say No, of course, but you can’t bite the hand that feeds you.
Being a 24/7-foot-in-mouth, I try not to respond on call. In fact my managers ensure I am never alone on call with clients, so that there is someone to change the topic when I put my foot-in-mouth. They also sense when I am invariably going to say ‘No’ with no cushioning and they immediately ask for time to respond.
Which means, I write back to the client later once I have thought it over. The mail begins like this:
Hi [client],
Good morning!
Regarding the topic we were discussing the other day, my final answer is No… (The direct route)
…the idea is stupid… (The true-feelings route)
…it is so hilarious even to think about it… (The sarcasm route)
…I can’t believe you suggested that… (The disbelief route)
…it will really kill the whole thing…(An artist’s disbelief route)
…do you really think it would work… (The professional disbelief route)
…it is a good idea but not practical… (The ‘I-sympathize-but’ route)
…I will try to accommodate… (The servile agreement route)
…we strongly disapprove the idea since it is sure to cause problems like… (The worried professional route)
Having decided that I have done my best, I send it to my senior who checks if it would cause any offence and makes “minor” edits: 🤣
Hi [client],
Good morning!
I hope you are doing well. Regarding the topic we were discussing the other day, Thank you for attending our last call and the thought-provoking idea. We have discussed the idea internally and concluded that it is technically possible. However, we strongly disapprove suggest against the idea since it is sure to likely to cause problems like… (The expert professional route)
Please let us know if you wish us to continue on your idea.
Thank you!
With the cushioning in place, my manager forwards the mail to me, so that I can drop the bomb on the client knowing they won’t take it well anyway but, now, at least they might forgive us for being human.
I also know that I will never be able to write emails like that on my own 🤣
How do you manage to say No to your clients/spouse/in-laws?
Short Stories | Fish-eye Perspective 