When it is OK to say NO to a customer?
Have you ever gotten to the point where you've decided to fire a customer (refuse to work for them)? If yes, what reason you should say and what is a good process of saying NO?
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- Hoa Dang Ngoc PMP®1316143356
Fact: No single company has unlimited resources, so no company can execute every single customer or stakeholder request. Nor should they
Agree with Ms. THANH NGUYEN, and would like to add more in view of the limited resources of a company, you should say "no" in case:
- When saying “yes” would be illegal or unethical;
- When saying “yes” would fail to solve the customer’s true need;
- When saying “yes” would fail to meet the strategic goals of your product. ( this same as Ms Thanh idea )
Remember: No one likes to be told “no” and you should give them at least offer an alternative :)
If you can’t meet their requested timeline, offer a timeframe that could work. If you can’t presently provide the feature they’re looking for, and have an understanding of what their core issue is, what can you offer them instead?
Good luck-
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It is not easy to say no to a customer (especially big revenue customer) is tough and it is the right thing to do if serving them is going to cause a conflict with core values of the company especially when the relationship is no longer a win-win for both parties.
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