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One of the most negative situations one can create with a customer is to say “no.” In general, people hate to be told “no.” It starts when we are little kids and our parents constantly scream “NO!” at us. But sometimes, saying “no” is unavoidable. In Karen Leland & Keith Bailey’s excellent book, Customer Service for Dummies, they cover a

Reasons you have to say “no.”

Let’s cover some major reasons why we would have to say “no,” and what we can or cannot do about them. It is the law Sometimes you are asked to do something and agreeing to do it would break a law. This one is simple. Most customers should be comfortable with the reason. It is company policy I hate being told someone can’t do something because of “company policy.” One Saturday evening, my wife and I ventured to a restaurant known for great food at reasonable prices. I decided to try the pork special, which included potatoes and vegetables. I asked what the vegetables were. The waitress told me string beans and corn. Well, I love corn but hate string beans, and I asked if I could have extra corn instead of the string beans. The waitress said they do not substitute. So, I asked her just to leave the string beans off. She told me she couldn’t do that either. I asked why. She said it was their policy. I told her that at Mcdonald’s, if I don’t want a pickle, they leave off the pickle. She looked at me like I was nuts! The dinner came with the string beans and we never went back. We are out of it A company can be out of a part. The bookstore can be out of a best-selling book. A movie theater can be sold out of seats. It is all the same. You have to tell the customer you don’t have anymore. So, what do we do? Let’s take a lesson from Nordstrom. Legend has it that a customer wanted something that Nordstrom was out of. The employee asked the customer to come back in fifteen minutes. Meanwhile, the employee ran to another store in the mall, paid retail for the item, and brought it back to Nordstrom’s, where it was sold to the customer as if Nordstrom’s had the item all along. Great solution when you can, but sometimes it is not that easy. One of my retail clients will actually send the customer to the competition, but not before they call the store and have it held in their customer’s name. Most of the time, customers are appreciative, seeing that the store’s more interested in taking care of the customer than making sales. In the long term, the store gains the customer’s loyalty and trust. Sometimes you just have to tell the customer when the item will be back in stock. Just make sure you honor your promise. If you say it will be in next Tuesday, it had better be in. It just can’t be done Sometimes a customer wants something that just can’t be done or is impossible to get. It is that simple. Your goal should be to educate the customer why you can’t get them what they want. However, if you are really good, you could try to help find it somewhere else, or maybe find a replacement. Yes isn’t good enough Sometimes giving the customer what he/she wants doesn’t ensure the customer will be happy with you. I remember pulling into a parking lot with some open spaces I could see from the street, only to find out they were full. I argued that I saw open spots. The attendant argued that there weren’t any. He refused to look, even though I told them exactly where they were. After five minutes of arguing, he finally agreed to look. Sure enough, he saw the spaces I had seen from the street. He angrily waved me in. Even though I got my parking space, I was mad. He “gave in,” but he did it too late. Saying “no” isn’t so bad No, it might not be so bad. One day I went into one of my favorite places, Baskin Robbins, the well-known ice cream parlor. I was excited to order my favorite flavor, Quarterback Crunch. To my disappointment, they were out of that flavor. The girl dishing out the ice cream told me what her favorite flavor was and asked if I wanted to try it. I did, and guess what? I now have a new favorite flavor! Substitution is a viable alternative to many situations. Sometimes it may be obvious, while other times, you may have to take a creative approach. With the right attitude, you may find that saying “no” is an opportunity to show how good you are. So the next time you feel you must say “no” to a customer or client, think of the above. Delivering great service and creating Moments of Magic have always included common sense thinking and flexibility. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at Connect with Shep on LinkedIn. (Copyright ©MMXII, Shep Hyken)

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