The phrase “Yes, and…..” is the most popular term in customer service. But does this statement really help our business? We’ve all heard the statement, “The Customer is Always Right” and I think this is a very misleading and potentially damaging statement. I think, instead, we should be saying “The Customer is Always Right…..Until They Are Not.” We don’t like saying no to a customer because we are afraid of offending them and possibly losing their business. Saying no can cause disagreements that, sometimes cannot be avoided or rectified. There are, however, real, valid reasons that you should be saying no to a customer.

1. When it goes against Company Policy

     Does the employer or company allow such requests? Is there any mention of such requests in the policy manual? Would this be a request that would be honored for other customers? If not, it is time to tell the customer no. Policies are in place for a reason, weather we understand those reasons or not. Policies must be followed or the effectiveness of the Standard Operating Procedures could be decreased, which in turn can result in inferior product or service.  

2. When the Customer request isn’t realistic

The nature of any business is change for growth. We all know that if your business becomes stagnant, you will end of out of business before too long. However, people don’t like change, especially when the change directly impacts them (i.e. a new design, new look or new process of getting things done). You will have some customer that you you until the end when you change things. If your customer insists that you revert to older styles or halt your growth, it might be time to find another vendor for them that might be more accommodating.

3. When you need to exercise self-preservation

There are many different times that you might need to exercise self-preservation in a business setting. We’ve all run across that one customer who is just very difficult to even think about dealing with; the one who zaps your energy or somehow interferes with your emotional well-being. It is completely acceptable to refuse service to such customers. Of course, if a customer is abusive or threatening, it is necessary to turn them away. Also, business owners need to be willing to give their employees the authority and ability to also refuse service to such customers. These customers, if entertained can cause a mental and emotional virus to run through your business. Once that happens, it is very difficult to get rid of it.

In the situation where you must tell your customer no, there are some guidelines to help you. First, make sure you are the one to set the tone and remain in charge of the situation. The last thing you want to do is give an upset customer control of the situation. Next, be honest and direct with them and explain exactly why you cannot honor their request. Being firm and empathetic will typically appease the customer.

Additionally, ask for clarification as to what they are really upset about. Is it possible to work towards a middle ground or offer a work around in the situation. If it is a new product design or process, is it possible to improve the onboarding of the new product or offer extra training? Including the customer in a search for an appropriate outcome will allow them to feel heard and understood. If need be, offer an alternative vendor for similar products. You may lose the customer, but you will maintain your integrity and peace of mind.

Beacon Virtual Assistants, LLC is able to assist, not only with most of your regular administrative needs, but also writing your Standard Operating Procedures and assist with onboarding and training. Located in St. Charles, MO, Beacon Virtual Assistants, LLC can take care of your non profitable processes.