thomas,

in our role play, some feedback for you, what worked for me was the explanation of why you said you couldn't take me on as a client, that you offered to spend the scheduled time to answer any questions i may have and to refer me to other advisors.

what didn't work for me:  coming up blank.  felt good about the "positive no" on the receiving end.

...........

we got cut off, but i was going to say...

"i appreciate the urgency of the request, but in an effort to scale and grow, one of company priorities this year is to move from being "reactive" to more "proactive".  i would really appreciate at least 1 week advance notice for those kinds of requests, and/or perhaps we schedule a daily and/or weekly check-in time to help address any open questions or foreseeable needs.  my goal and commitment to you, is to help build a process and system so that you feel well supported to address any/all questions that may come in."

thanks,
stewart