The one word every single customer “hates” to hear is “NO”. But sometimes, the only appropriate response from the company is "NO." Perhaps, it’s good to realize that at the risk of compromising your work ethics, losing money or breaking the law than losing a customer is a necessary evil in order to keep the balance.
Here are some good things that can come out of saying "no":
1. You have more opportunities to say "yes" to the right customer.
Here are some good things that can come out of saying "no":
1. You have more opportunities to say "yes" to the right customer.
2. You have more time to do the things you want to do rather than serve inconsiderate people.
3. Saying “NO” expresses how you really feel. You are taking responsibility for your own feelings and letting others take responsibility for theirs.
4. Someone else who really wants this customer's business, has a chance to get it
Learn how to say "NO" gracefully:
1. Use non-verbal cues to underscore the "NO"-shake your head; use a firm and direct voice, use eye-contact.
2. "Sir/Madam/ Name, I am unable to do that." Don't beat around the bush.
1. Use non-verbal cues to underscore the "NO"-shake your head; use a firm and direct voice, use eye-contact.
2. "Sir/Madam/ Name, I am unable to do that." Don't beat around the bush.
3. Add an explanation if you want, but don't apologize: "The reason is because it would be against company ethics if that were to be done."
4. Be empathetic if the situation calls for it: "I know how hard it is to have that happened."
5. Recommend an alternative if one is available: "Let me refer you to..."
Saying “No” to the customer is not something bad. It is a necessity for business survival.
Saying “No” to the customer is not something bad. It is a necessity for business survival.
5 comments:
Yes and No are probably the shortest words in the English language. However, they require the most thought.
We heard a lot "No" from clients. However, we can say "No" to them when we found they are unreasonable. But many have no guts to say so to their client, because they care most deal or not deal of the business.
You can always say NO to clients who are arrogant and do not treat you with respect.
yes and no are equally important...but to determine whether to say yes or no, we need to think throughly.
I always ask myself, why saying Yes is just so easy to me but to say NO is really hard to come out from my mouth when i meet clients.
Slowly i am learning to say No to some unreasonable clients. I just found out, in fact a lot of service providers that i know always say NO to their clients no matter they are conglomerate or small organization.
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