2026-1-27 Is it better to say “no” directly to customers, or give a soft answer?

Is it better to say “no” directly to customers, or give a soft answer?

I think this question should depend on different situation.
Sometime it's better to say "NO" directly to the customer, such like if the customer ask for some impossible conditions or impossible prices again and again.
But sometime it's better to use some soft and thoughtful answers when they ask some questions such like not acceptable, but not break the princeple.
For example, Peter, we have deal the rolls with 1.95/kg when the exchange rate is around 7.2, and quantity around 17tons per design, but he asked to support him with same price for the new design with 2000kgs per design.
For the first time, we considered that it's OK to support him, just for a new customer and new project.
But after that he ask like this again and again, it's really a over requirement. So we refused him, get the price back to be normal level against the quantity. He agreed after several complaints.

Depending on the situation, I think sometimes it's best to directly refuse customer, because that's the best course of action. For example, some customers don't consider the actual situation and just want the lowest price.
However, some customer simply want to know what the maximum level of sincerity you can offer. We can politely decline in this way, showing respect to the customer while maintaining professionalism.

Well, personally, I don't think you  always say soft words, just like Bruce said, it's essentially communication between people, if you always say soft answers, it will make you look like a fake person.like AI and Too easy to handle.
Some situations it can directly say no when you need to be tough, which will make people feel more lively and have own demands.