If you are in the services business and your success depends on servicing customer needs I am sure your day to day life is pleasing customer demands. In today's recession hit economy you are dumped with requests for service that you don't own or not paid for as part of your contract. You might be servicing these request that are border line cases as there is no option for you to push back or say "No" to such requests.
It is important to learn the art of saying "No" to a customer in a manner that the customer can accept. It is hard but you need to think of ways you can convey the message based on your situation. I can think of few a here
1. Show them how the future would look if this precedence is set
2. You as an individual might have the competence today but may not be so if other individuals in your organization take over to do the same job. Since this is not part of your contract the new person may not be skilled to do this additional work
3. Extra time that will be spent on this new activity how it will affect the deliverable committed as part of your contract
4. Tell the customer that you may need to get approval from your supervisor
5. You may put it across in such a way that you are bending to accommodate this request one time but not every time it happens
6. Project it in such a way that you are working outside of your boundary to meet this request and get some extra credit from the customer for the work you are doing
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