[magicalhippo]

If the customer has people on the other end that knows about their processes and cares, you can push back.

We landed our largest customer by gar a few years back, and we pushed back hard. However we had good arguments why, and explained why changing their workflow would be much better or offered some other approach to solve the problem that didn't involve a new bespoke and brittle feature.

On the other side were a team that knew the processes well and understood our arguments.

After they went live, the management thanked us for helping them improve their organization.

On the other hand there have been cases where decisions is made by leaders so high up they have no idea what's going on by those that need the tool, and aren't interested in spending time or effort on it. Not much you can do then.

edit: Though sometimes they learn. We've had a few customers who we said no to since their wishes were not really feasible, and who selected others and failed, and failed again, before finally ending up with us, on our terms.