Let’s talk about the expression “push-back”. Push back is the thing that happens when a client asks for something that can’t be done given the time or budget remaining in a project. No one likes push back. People prefer “Yes, not a problem.”
But sometimes, there really isn’t enough time or money to make the changes a client is asking for. The answer is truly ‘no’, isn’t it? Nope. Never. No is never a good enough answer.
“Remember client’s are reasonable people. They ask for things because there is a business need to make the change. This business need doesn’t go away when you say no.”
The reason why no is never a good enough answer is because the client has a reason for the request. The fact that you said no, doesn’t take away the reason they asked in the first place. Remember client’s are reasonable people. They ask for things because there is a business need to make the change. This business need doesn’t go away when you say no.
An agency’s job is to understand ‘why’ the client is asking for the change. And to take that reason seriously. Maybe you won’t be able to give the client exactly what he or she is asking for, but perhaps there is a way to do something that will help solve the business need at hand, even if it is an interim measure that will suffice for a while until the real solution can be implemented.
It is the agency’s responsibility to help the client solve business problems. A simple “no can do” is not helpful.
That is why at Ike we live by the “anything is possible” saying. We may not be able to get you exactly what you want this minute, but we will work hard to get you a solution that fits the bill. We’re not ‘yes men,’ but we are ‘how about we do this instead?’ people.
Interested to learn more of the rules we live by? Read more of our Rules of Client Service.