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How to Never Say ‘No’ Again

The one word every customer hates to hear is “no”.  In this article I present four creative alternatives to giving the dreaded “no” response to your customers.  

1. Tell the customer what you can do.  Instead of flat out telling the customer ‘no’, start off with a positive statement of what you are able to do.  “I can give you a gift card for the value of the merchandise and you can use this at any of our locations.”

2. Diplomatically explain why you cannot honor the customer’s request. Sometimes the only answer to a customer’s request is ‘no’, but we must use diplomacy and tact when refusing requests. Try this approach:  “I can certainly respect your desire to speak with our president. My president has me in this position so I can work with customers like you. Will you please give me an opportunity to solve the problem?” this response politely explains that there will be no escalation to the executive office and it offers a sincere interest in helping the customer resolve the problem.

3. Offer a pacifying solution. Give the customer another solution to get them to back down while you carefully consider their request. Try this response: “We see this differently, and I am going to have to put more thought into the perspective you have shared with me. It’s helpful for me to understand how you see things. In the meantime, here is what I can do to solve the immediate problem.”

4. Find a way to say “yes” instead. Is there some way you could simply say yes? “ I can refund the Widget without a receipt if I can get you to sign a new 1-year contract with us.”

Go out of your way to avoid saying “no” and your customers will love you!