“When a client asks if you can do something in a meeting or on the phone, don’t say yes or no immediately, even if you think you know the answer. Listen to the problem to get a full understanding of the issue. Repeat the problem back to the client to make sure you’ve got it straight, then respond that you need time to review the request. By reviewing the suggestion after the meeting, then explaining your recommendation — including proposed alternatives if the original request can’t be implemented — you set the precedent that there’s a process to follow.”