How many times have you heard “the customer is always right” in business and services arena.
For those who know me 99% of the time I agree and honor going above and beyond for a customer (right or wrong). It physically pains me to say no or disappoint clients – hey without customers you can’t have a business.
For the most part you will find this concept true in any venue of business whether it is brick or mortar or online, but the truth is customers are not ALWAYS right.
There are points of pressure that companies have to deal with from time to time. Overly feisty patrons can cause disruptions in business, as individuals that feel wronged will voice their opinions on any outlet that they can. In a social media saturated world, this becomes a major threat to commerce and should not be taken lightly.
The truth is you can’t always say “yes” to customers. Sometimes you just have to say no. – Ellie Parvin
The following are a few effective ways to say “no.”
Answer Fast and Do Not Be Mean
It’s easy to tell off customers or client, especially when you feel that you’re in the right. Instead of admonishing them, take time to reply without mincing words. Refer to policy, information, and terms of service politely and firmly. Do so as soon as you can, because if the customer doesn’t feel that their voice is not being heard, they will become even more upset with the situation. It’s best not to rock the boat further. When you have to say no, also make sure to watch your tone weather that is verbally or written: Think before you speak and/or re-read before you hit the send button.
Don’t Apologize Via Form Letter
A canned response of apology adds fuel to a fire. Do not do it. It’s too easy to have an auto responder send out an apology or a note that the client’s message has been passed through. However, when the issue just applies to one or a few customers, Instead of apologizing through an automatic response, try to resolve the issue within appropriate parameters. Answer in accordance to the policies that are listed on the company website or within a user agreement (if applicable). These policies are there for a reason, don’t leave them hanging. Do not copy and paste the response either, try to answer everything personally or within the framework of a customer service response.
Sincerity at All Costs
You’re going to have to deal with tough customers from time-to-time. Even if your answer is “no” and you cannot oblige a refund, exchange or anything along those lines, you’ll have to remain sincere. Do so without insinuating that they’ll come back or that consumers cannot go elsewhere. Finding a way to acknowledge disappointment and issuing sincerity in your response can go a long way. Further, maybe you have to say no now, but collect their information and if you can do something for them in the future you can go out of your way and surprise them.
At the end of the day, when it comes to communicating and maintaining relationships with your customers, it’s best to think about potential issues, be proactive and prepare ahead of time.
Telling customers “no” is hard, but it is sometimes necessary, especially when you exhaust your options to help them. Don’t get run over or you may find that your losses can become insurmountable.
Remember, you’re an expert in your business. Trust in your experience to figure out how to best communicate with your customers.
*** Hey could you please do me a favor? If you found this article helpful, please communicate and share with others you know that may find it helpful. I would be truly grateful!
