I’m Not Saying No. But I’m Not Saying Yes, Either.

By: Katlin Botsford

What if I told you, as a business owner, to stop going above and beyond for every customer that walks through your door?

Are you kidding me? Of course I’m going to do everything I can for all of my customers!

Let’s dig into what I’m saying.

There is no doubt that high customer satisfaction is of utmost importance to keep your business running. But fulfilling all needs can hurt your business more than it helps your customer satisfaction levels.

As a business owner or customer service representative it’s important to understand the difference between saying “No,” and “Not Saying Yes.”

Don’t Tell Me No

As a consumer, I certainly don’t like being told no. I’m sure you agree that being told no doesn’t feel good. It makes you feel like a business doesn’t value you, your time, or your business. Chances are you won’t be a returning customer.

The Dangers of Saying Yes

Working in the customer service industry, I’ve learned the word “yes” can be as dangerous as telling someone no.

If you promise something even slightly outside your typical services or go above and beyond, you now have a customer expecting services you aren’t always able to provide on a regular basis.

Failure to meet these expectations results in an unhappy customer. The time and resources needed to please a customer when the expectation is too high can break your business model if you’re not careful.

Honesty Goes A Long Way

If you know you, or your business, can’t do something for a customer, it is best to be upfront and honest about it. But, that doesn’t mean you have to leave them high and dry!

Satisfy the End Goal, or, Saying No, Without Saying No.

Figure out why your customer wants what they asked for. It’s possible you can provide an alternative solution. They may not know your business well enough to be aware of all your solutions. The key to keeping the customer happy is to provide them with a solution. If your resolution gets them to their end goal, you still have a happy customer!

The end goal for you: time, money and resources saved, and one happy customer.

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