Customers are an important part of every business and we’ve talked a lot about maintaining strong customer relationships and satisfaction. As a business, you want to ensure you’re providing the best service and meeting your customer needs. However, sometimes customers may ask for too much or something that is unfeasible, and that’s where it becomes important to learn how to say “no” to your customers.
Approaching the situation
Saying no can be difficult. Especially when it’s to a customer who you don’t want to upset or let down. There’s always the fear of breaking your relationship with the customer or the thought of them no longer doing business with you.
It doesn’t always have to be so scary and difficult, though. When saying “no” to a customer, it is important to articulate why you’re saying no and maintain professionalism throughout the conversation.
Tips on how to say no to customers
- Lead with an apology
It’s important to lead with empathy and let the customer know you understand their wants and needs. A simple “I can understand why this is important to you and I’m sorry we’re unable to do it.” can go a long way. Although you can’t provide exactly what they want, it’s important to show them that you appreciate them contacting you and you care for their needs.
2. Explain why their request isn’t possible
Rather than just denying their request and saying no, explaining why the specific request isn’t possible provides transparency which customers value. Perhaps their request is too large and you don’t have the resources to manage it. You can say “I’m sorry we’re not able to accommodate this request because of . There are some alternatives that I’d like to provide you with so we can move forward.“
3. Offer alternatives
If you’re not able to accommodate the specific request, it’s always best to offer alternative options. Create a plan with the customer in which you outline the specific wants and goals and go through the different options your team can provide to achieve that goal. Even if you can’t reach exactly what they wanted, there’s always alternatives available to achieve the best possible outcome.
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