Businesses face difficult situations when a customer asks for something and the answer should be no. The human emotions that make these situations difficult are most often fear, greed and the need to please. The need to please is simple to deal with, learn that no is an ok answer. Fear and greed are more difficult for a business to address when saying no to a customer, because they manifest themselves through two concerns: The loss of immediate cash flow The loss of potential future referrals (loss of future cash flow). The key to protecting the business from saying yes is to prepare for difficult questions, and protect the business from yourself. Developing a brand means clearly defining the services or products a business offers, and sticking to the definition through every aspect of the business. Define your services at a time when cash flow is not an issue. Write… Read more!