{"id":6929,"date":"2017-03-17T11:35:56","date_gmt":"2017-03-17T15:35:56","guid":{"rendered":"http:\/\/www.naylor.com\/associationadviser\/?p=6929"},"modified":"2017-03-17T11:35:56","modified_gmt":"2017-03-17T15:35:56","slug":"the-power-of-no","status":"publish","type":"post","link":"https:\/\/www.naylor.com\/associationadviser\/the-power-of-no\/","title":{"rendered":"The Power of ‘No’"},"content":{"rendered":"
\"Sarah
Sarah Sain, Naylor Association Solutions<\/em><\/figcaption><\/figure>\n

The customer is always right. Give the customer what they want.<\/p>\n

We\u2019ve all heard those lines before. Well, the customer may always know what they want, but whether it is right may be up for some debate. And sometimes giving them what they want may not get them the best results.<\/p>\n

Most associations, especially those with smaller staffs, partner with third-party vendors as a way to accomplish more with less people and possibly even bring in new sources of non-dues revenue. It\u2019s a solution that makes sense: Find an area where your association needs help and bring in an expert. The right vendor partner will become an extension of your staff and value your success as much as you do.<\/p>\n

While it\u2019s easy to think that saying \u201cno\u201d could ruin that association-vendor relationship, the opposite can be true. In order to help an association exceed its goals, sometimes a vendor needs to say \u201cno,\u201d particularly if what\u2019s being requested is costly, doesn\u2019t provide your members with a return or isn\u2019t a service that it offers in the first place. By providing honest feedback about a request, an association will begin to see its vendors as trusted advisors who have their best interest in mind.<\/p>\n

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Here are some others things to keep in mind when it comes to saying \u201cno,\u201d whether you\u2019re a vendor or association.<\/p>\n

Vendors: Don\u2019t Say \u2018No\u2019 Without a \u2018Yes\u2019<\/strong><\/h3>\n

It\u2019s important to set boundaries and standards at the beginning of a partnership \u2013 whether that\u2019s a clear budget or deadline \u2013 that both sides agree to follow. Be upfront about what will happen if those guidelines aren\u2019t met; after all, you don\u2019t want to promise something that you can\u2019t deliver. Plus, if you do have to say \u201cno,\u201d it won\u2019t come as a surprise.<\/p>\n

If you must say \u201cno\u201d to a request, no matter how big or small, don\u2019t let that be the end of the conversation. Take a closer look at what you can<\/em> do along similar lines. If you must say \u201cno,\u201d come to the table with a solution that will help get you toward the same eventual end goal. This might sound something like, \u201cWhile we can\u2019t do this, here\u2019s what we can do\u201d or \u201cA better solution might be \u2026\u201d<\/p>\n

Coming up with an alternative might take time or brainstorming with your team, and it may force you to be creative or step out of your comfort zone, but it will show the association that you\u2019re willing to work with them toward a successful outcome. Plus, by creating a new solution that solves a problem for one association, it may create a new product or service that you can offer to others as well.<\/p>\n

If you find yourself in a situation where you have to tell a customer \u201cno,\u201d make sure you do the following:<\/p>\n