How is it, that you can go to a restaurant and order 2 eggs and they say : sorry sir, we are not making eggs at this time! Or go to a bar and they say : sorry, we don’t have that kind of drink ma’am! And they are in the service business ?
If you are in a people business or service business ( by the way all businesses are), you should never say no to anyone who comes in.
Some organizations spend a lot money to get people to have any kind of transaction with them and by the time people get there, those organizations have forgotten why they are there.
LL : Figure out a way to say yes, make it happen!