Telling a customer ‘no’. Some people dream of this day, others not so much. Then there are people in professions who absolutely dread even the thought of telling a customer ‘no’. That’s because a lot of companies have a ‘never say no’ policy. Or even worse ‘the customer is always right’ policy. Or because it sometime easier not putting up a fight and giving the customer what they want and when they want it at your companies expense.
Most customers do not like being told ‘no’.
Whether or not this is caused by the ‘get it now’ existence some are lucky enough to live or from children being raised to be the center of the universe… Customers just don’t like to be told that they cannot have what they believe is their due.
Personally I try for a method of saying ‘no’ that implies ‘you have my complete condolences but sadly that there really isn’t anything that can be done’ to the customer. Note that trying and succeeding are very far apart but fortunately if it gets to this point my voice can sound as if they have put the fear of god into me. I will generally sacrifice my dignity over the phone to have an easier time going about saying ‘no’.
But sometimes you get the more… determined customers will ask (see: demand) to talk with a supervisor, manager or even owner to get their way. This can be easier to deal with as it’s no longer on your head if they tell the customer ‘no’. Sometimes it can even be therapeutic when after your boss finishes talking with them, they agree that you were right in sending the customer their way.
Unfortunately if you ever get comfortable saying ‘no’… then you could be in for a whole lot of trouble. It is a double edged sword that should be wielded with caution.
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