When the Job is Not Your Thing
Sometimes in discussing a job with a client, you realize that this job is not really what you do or that an alternative solution would be more satisfactory to your customer. In this case, it behooves you to suggest this alternative and explain why you think it would be better. For many years, I sold instruments for chemical analysis. Often a customer had a problem that could best be solved by a type of instrument I did not sell. As a chemist, I would explain why the other technique would be better, simpler, less expensive, more accurate, or whatever. The customers invariably appreciated this. I would always follow up by phone a few months later to learn how they were coming along with the analysis. My honesty and consideration ensured that these customers steered referrals and future business my way.

When You Can't Reasonably Handle the Work
Sometimes, the job is right up your alley, but you are so booked that you cannot meet the client's deadline. The money is always tempting, but you need to ask yourself, "Will my business suffer in the long run if I accept another job now?" For half a decade I have used the services of a free-lance graphics designer. One day I had a bright idea for a mailer that I wanted to implement right away and phoned Cynthia. She listened to my idea and asked me some questions about the job and then asked when I needed it. Cynthia groaned and told me she was in the middle of two big projects and that it would not be fair to any of us if she took on a third project right then. She said she would love to do my job if I could possibly reschedule my direct-mail program and gave me her earliest available date. My respect for Cynthia skyrocketed. I thanked her and hung up. Driving home that night I thought about how snappy Cynthia's graphics invariably were, and how much I always enjoyed working with her. I decided to reshuffle my programs. By the way, Cynthia trained me so that now I give her as much notice as possible.

When You Can't Make Any Money on the Deal
Buyers always want the best possible deal, but they don't know what your price structure is. They frequently ask for prices that you cannot extend and still make a reasonable profit. They sometimes make ridiculously low offers on the chance that you would take it. View this as the first step in a give and take price negotiation which, depending upon your product or service, might continue over a period of weeks or months or even years and may end up involving teams of people from both organizations. Your counter to this demand is a polite no and you must explain that the price is too low. It is then your responsibility or perhaps the responsibility of a team from your headquarters to produce a counteroffer.

When it is Illegal or Immoral
It is a sad fact that sometimes buyers or sellers offer incentives, sweeteners or bribes that are counter to accepted business practices. What is acceptable depends somewhat on the business and the organizations involved. In the scientific instrument business, it was standard procedure to take academic and industrial customers out for meals. However, it was illegal for government employees to accept this hospitality. Familiarize yourself with your company's policies and the common practices in your industry. Then never, ever do anything that would sully your professional reputation or land you in the clinker! If a customer makes an offer that is out of line, borrow a line from Nancy Reagan; "Just say NO!"

Knowing when and how to say "NO" can result in satisfied customers, increased referrals, repeat business, and improved relations with the folks at the plant. Otherwise, stay positive!