The Two Things That Should Happen When You Have to Tell A Customer "No"

photo credit: lanterradevelopment.com

At Engaging Inspiration, our training programs and courses are based on the content we co-wrote for the Academy of Special Event Professionals, our own professional training with the Nordstrom brand and service model, infused with some Zappos culture and sprinkled with a heavy dose of the Disney service and business philosophy.

While professionals in the service industry are widely trained for the ability to try and say "yes" as much as possible to a client, there are times we have to say "no".  We've all been there.  One of the worst things a customer can hear as an excuse for "no" is, "Sorry, but there is nothing further I can do."  This statement- or the "feel" of a statement similar to it - does more than just aggravate a customer and elevate their frustration or anger level; it seeks to destroy the relationship completely.  And that's where most in customer service go askew - they focus on trying to reconcile the "issue", rather than the relationship.

In order to help repair the relationship, here are two recommended first steps:

1.  Educate the customer and explain the reason for "no".  Studies have found that customer's anger and frustration levels drop when they are included on the reason behind the situation. It also shows you as sensitive, treating them as a human being with the greatest ability humans have to connect and get along: the ability of reason.

2.  Offer the customer something else to offset their dissatisfaction and disappointment. This is the real step in making an effort to repair the relationship.   For every business, this step may look differently.  For hotel/hospitality businesses, it may be an upgrade to another room, a special package, a pass to an area that they wouldn't normally be able to have; for a caterer or other type of business, it may be another special service or touch on their wedding day or service with you. This action will only work if you invest in training your team, communicate a clear policy and empower your staff on the front lines to implement this whenever needed.

If you remember to shift trying to repair the "issue" into trying to reconcile the relationship, you are investing in long-term clients and revenue. A happy customer is a repeat customer  - and/or a "walking billboard" of endorsements and referrals to you for others to book you, too.

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Engaging Inspiration provides sparkling training, marketing and social media solutions for the wedding & hospitality industry designed to engage and sparkle.