There’s one word that everyone hates to hear: “No!” This is especially true in a business setting – when your client needs that product in his hands by tomorrow and you say “No”, prepare yourself for one unhappy customer.
The truth is that ‘no’ is a word that should rarely be heard in a successful business. The best businesspeople know how to work around that word so that even though the principle of ‘no’ may be present, the word itself is never spoken.
Unless it involves a matter of principle, saying no to a client is hardly ever a good idea. Your customers want you to be capable of meeting their every need, so when you tell them no it undermines the trust.
Rather than outright denying a client, seek to work around the issue and you will increase your chances of maintaining the relationship as well as keeping the trust.
When a client asks you to perform an impossible task or provide a product that cannot be obtained, your first instinct may be to say no. Don’t! Instead, tell the client what you will do – for instance, you may not be able to finish Mr. X’s monthly accounting before Wednesday but you should tell Mr. X that you will be working on it around the clock to get it done.
Focus on the positive side of what can be done rather than what cannot. When a client comes in and wants to purchase twelve handmade photo frames but you have only ten in stock, make it clear that you will do everything in your power to get the other two frames to the client as soon as possible.
Avoid saying no and not only will you retain your customers but you will appear to be the hero thanks to all your extraordinary efforts on their behalf. That’s a win-win situation all the way around!