Go ahead, say it! I dare you!
Last week we learned why it’s so important to say no. Today, we need to figure out how to say yes. I’ve been wrestling with this a bit as I’m helping a company develop a customer service initiative.
I know this sounds simple, but it’s really not. Anyone can say yes when you actually have the power and ability to do so. But what happens when you can’t say yes?
Nothing annoys me more than going someplace and not being able to get what I need. Case in point, places like the DMV, Enterprise Rental Cars, United Airlines, and maybe from people like the guy at the County Clerk’s office who tells you you’re missing some obscure document that he needs to title your car. What doesn’t help is when I hear:
“I’m sorry there’s nothing I can do for you.”
Here’s a newsflash: NOBODY CARES WHAT YOU CAN’T DO FOR THEM! THEY WANT TO KNOW WHAT YOU CAN DO FOR THEM!
I’ll accept no if I know you’ve actually tried to help. I think most customers would. If you have to tell a person no, then try it this way:
“Hmmm, I’m not sure we can do that, but let me tell you what we CAN do for you.”
Now granted, there may not actually be anything you can do, but this is where you might want to think a little creatively. Give a customer the choice of yes. Present three alternative options and have them choose. They might not get the answer they want, but they sure a heck will be happier if they have some other options.
No is one of the most definitive words in the dictionary. It shuts off communication and interaction. Yes opens doors and builds rapport. Both are healthy and unhealthy depending on the issue and it’s up to us to decide when and how to use them.
This week, figure out how to say yes when the policy says no, only of course if you can do so legally, ethically, and effectively. It may be the first step to better relationships, both personally and professionally.
