Situation: A CEO has observed an increase in the frequency of demands for last minute meetings from an important foreign client – sometimes with 12-18 hours’ notice. Requests for these meetings are often the evening before the requested meeting and with no regard to preexisting calendars. The client always says that they have sound reasons for the request. What are the likely consequences of push-back? How do you respond to unreasonable client demands?

Advice from the CEOs:

• While allowance must be made for specific circumstances, there is a tendency within some cultures to press for special consideration. Part of this may be a negotiating tactic. One CEO has found that when he pushes back, the side requesting special consideration often yields to his needs and backs off the special request.
• Treat these as you would similar requests from a domestic investor or client. Point out the late call and that you are already booked for the time requested. Ask whether there is any flexibility to the requester schedule and offer available time alternatives. Listen closely to the response and proceed accordingly.
• Depending on the importance of the client and individual calling, some CEOs prefer to comply with requests like this, at least the first few times that such requests are made. However, when the requests become a regular occurrence, as described above, they rely on the recommendations outlined above.

[like]