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Goyo Aranaga

Process to people: the "Yes, But"

by Goyo Aranaga

Process to people: the "Yes, But"

Want to upset a client, guaranteed? Just say No.

Clients hate hearing No. Even if they arrive with unreasonable requests, off-strategy direction or ill-conceived feedback, they demand three things: 1) to be heard; 2) a satisfying response; 3) appropriate action.

Essentially, they want to hear Yes. Yes, you heard them. Yes, you understand. And Yes, you’re on it.

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