Business Communication Tip

But how do you say ‘no’ to someone when you just cannot agree to what they are asking for? How can you manage client expectations?

HOW you say ‘no’ can make all the difference to a relationship and between keeping or not keeping a customer.

Here is a 4-step process using the example of a customer wanting you to extend an expired warranty on a camera so it can be repaired at no charge:

Step 1.

Never say 'no', instead express a wish you could do what they ask…

‘I wish I could . . .

OR SAY

I know you would like . . .

‘I know you would like us to  . . .


Step 2.

Repeat what your customer is asking:

 ‘I wish I could < extend the warranty on this camera so it can be repaired at no charge >

OR

‘I know you would like us to < extend the warranty on this camera so it can be repaired at no charge >


Step 3.

Use the word ‘But’ and blame it on a third party:

'. . . but the manufacturer doesn’t allow us to . . .'


Step 4:

Use the word ‘but’ again, and this time tell them what you CAN do, (offer an extra effort on your part)

'. . . but what I CAN do is < arrange for a quote from the workshop at no charge, so you only pay if you decide to go ahead with the repair >.


Step 5: Then, diarise to do what you say you are going to do.  Deliver what you promise.

 
Remember to:

-  have empathy . . . and sound empathetic

-  avoid using the words ‘unfortunately’, ‘can’t or ‘no’

-  diarise the action you promise

Most reasonable clients know it isn’t always possible for you to say ‘yes’ every request. 

If you give them a reason, explaining it in friendly fashion, with empathy, then they are more likely to accept a ‘no’. (And be careful with the 'blame' part.  Make sure you are not derogatory.)

I use this over the phone and in e-mails, with co-workers, friends and family as well as with clients.  Whenever I find myself considering a ‘no’ answer, I revert to the template.

It sounds better and feels better.

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Copyright Nina Sunday 2011.  All rights reserved.  Published in Sydney, Australia.

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