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It’s Okay to Draw The Line

It’s okay to say NO to a customer / client request. It’s not the end of the world.

Actually, you HAVE to. In the past 2 years, we’ve had numerous clients that have come and gone. With each onboarding, there’s an adjustment period as we learn to work with each other and find a way to be in sync.

In each client, past, current or new, we’ve also experienced getting requests that we’re not used to or have not done before. Most of the time, we are able to accommodate these new requests but there are some instances where we can’t. Just recently, we’ve had some of these requests and reflecting on these, we realized that there’s a pattern or warning signs when what the client wants is beyond what we can provide.

  • There’s so much resistance when doing the task.

  • There’s a lot of miscommunication.

  • The flow is not smooth.

  • We are unable to deliver excellent work.

We dug in deeper so that we can better understand what was happening and in the course of digging deeper, we were unable to learn more about our business model. We are IMPLEMENTERS. That’s who we are. That’s what we offer. That’s what we’re good at. We are NOT marketers, sales experts or strategists. We are here to implement what YOU want to happen but we are not here to decide and come up with what you want to happen to your business. That was a light bulb moment and it provided us with better clarity on who we are and what we can do. It also gave birth to a few more realizations:

  • As your company continues to grow, so will you and so will your understanding of what you are and who you are.

  • Honing in on what your business is, who you serve, your mission and your vision will never stop - it evolves and it changes as time passes by.

  • It’s okay to say NO to a customer / client request. It’s not the end of the world.

So go ahead and keep digging, keep learning and keep growing.



Image by Kristopher Roller


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