It’s not them; it’s us (sometimes)
I once worked in retail with a fellow whom customers loved. His trick seemed to be found in how often he said “yes”. A customer would come in with an outdated coupon and he’d accept it. When people wanted something done in a rush, he’d smile and find a way to do it. As a result, people started to ask for him by name. The company sold more product due to his accommodating disposition.
Clients love to hear that something isn’t a problem. Just starting with a “yes” opens things up. This is helpful should you find that their approach doesn’t accomplish what they had hoped, and you need to sell them on another possibility. A mistimed “no”, on the other hand, can sometimes result in a tug of war.
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