Ever find yourself stressed, overwhelmed and overloaded. Scheduled into a corner, and wishing you hadn’t said yes to a handful of your current commitments? It’s natural to want to please everyone, however, we are less likely to have the time and ability to help people, when we overwork or over-commit ourselves.  Understanding how to respectfully decline requests, get over ‘saying no guilt’, and identifying which opportunities are just not a good fit for you, free up time for you to deliver a higher level of client service across the board.  

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The Art of
Saying “No”
- A Smokeball Business
Coaching Program

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The Art of Saying ‘No’
Ever find yourself stressed, overwhelmed and overloaded. Scheduled into a corner, and
wishing you hadn’t said yes to a handful of your current commitments? It’s natural to
want to please everyone, however, we are less likely to have the time and ability to
help people, when we overwork or overcommit ourselves.
Understanding how to respectfully decline requests, get over ‘saying no guilt’, and
identifying which opportunities are just not a good fit for you, free up time for you to
deliver a higher level of client service across the board.

3. WWW.SMOKEBALL.COM
Chelsey Lambert
Vice President, Clients and Communication
Co-Chair, ABA GP Solo, Technology Green Team
Chelsey.Lambert@Smokeball.com
312-667-1768 office
847-702-2774 cell

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BEING NICE VS
SELF PRESERVATION
• What do you wish you had more time for?
• What are your life & career goals?
• What is your time really worth?
• Do you value your health?
• Can you prioritize?
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BENEFITS OF RECLAIMING
YOUR LIFE / SCHEDULE
• Increases productivity
• Minimizes stress
• Protects your home life
• Preserves your energy levels
• Makes time for ‘positive accomplishments’
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REASONS WHY WE CAN’T
SAY NO
• Don’t want to hurt other people’s feelings
• Desire to give a good impression
• Fear of appearing incompetent
• Afraid of what the client might think
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BEING
PRESENT
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THE TRUTH IS:
• We are more likely to cancel / reschedule
• Unable to dedicate full attention
• Builds resentment of client or relationship
• Increases risk of failure
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KNOW WHAT’S BEST FOR YOUR PRACTICE
• Practice Areas
• Types of Cases
• Profit Margins
• Payment preferences
• Be weary of discounts
• Emotional distress is a factor
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FIND YOUR YES
• What is your reward for saying no?
– More family time
– Growing your business
– Working on your health
– Less money, doesn’t mean less wealth
– You want others to value and respect your time!
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VIEW YOUR TIME AS SACRED
• You can’t get it back!
• What is stress worth
to you?
• How much more
money will you really
make?
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MANAGING REQUEST OVERLOAD
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WRITE OUT YOUR LIST OF MUST-DO’S
(IN HOURS / TIME PER DAY)
THEN CALENDAR THEM
• Time for client
meetings &
appointments
• Business Development
• Family commitments
• Me time
• Time for Real Work
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ALLOCATE TIME TO YOUR GOALS
for what & who you love
• What is your reward
for saying no?
– Taking on better clients
– More family time
– Working on your health
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EMPLOY A TO-DO LIST
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THE NO RULE
• By default say no to 80-90% of requests?
– Ask yourself: What the benefit would be to you, and
the other person?
– Avoid meetings without goals, agendas or actions
– Don’t entertain clients you’re not interested in
– Defer colleagues’ requests who just want to chat
– Know the difference between a favor, and an
opportunity
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NO EMOTIONAL DECISION MAKING
• Set your schedule
• Do not be swayed by
outside forces
• People select from the
options you provide
• If I were alone would I
change my plan?
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CONFIDENCE IS KEY
• Would you question a definitive no?
– I’m not sure
– Let me check
– I’ll get back to you
– Maybe, I’ll let you know
• Repeat yourself when necessary?
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NO ALTERNATIVES
for clients
• Your situation is unique, and I am not the best person to
help you. (Refer out if possible)
• I am not able to take on any additional cases right now.
• Offer ONLY the options or times you would be
comfortable with delivering.
• Ask more questions, if you’re unsure.
• Have a red flag list running in your mind / take notes.
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NO ALTERNATIVES
for personal requests
• I have too much on my plate right now, I wouldn’t be able to
give you the time you deserve.
• I promised my family I would be home more during the
week.
• We can’t make it, but we are having a get together next
month, and we’d love to have you.
• Your situation is unique, and I am not the best person to help
you. (Refer out if possible, or advise a second opinion)
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SLEEP ON IT
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SAYING NO
• Don’t feel obligate to
commit
• No emotional decision
making
• Be realistic and honest
• Avoid setting yourself
up for panic, anxiety or
last minute bail outs
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ASK FOR HELP
• Seek out assistance
• Deliver on time
• Give staff the chance
to grow
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RECOMMENDED READING
Chicago Bar Association Article:
Two words you need to use more often.
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Q & A

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Chelsey Lambert
Vice President, Clients and Communication
Co-Chair, ABA GP Solo, Technology Green Team
312-667-1768 office
847-702-2774 cell
Chelsey.Lambert@Smokeball.com
@ChelseyLambert