WHEN YOU CAN’T SAY YES 3 Ways to Say No Without Losing a Customer
to the way they were before. Since that’s not an option, try to determine exactly what they are upset about. By asking a client why they prefer the old way, you might learn that they are having trouble accessing important information in your new software or that the new price increase is beyond their budget. Armed with this information, you can hopefully find a solution for what’s really troubling them. This is also a good time to explain the reason behind the change, if possible. Clients can be more accepting when they understand something better. Make Clients Feel Heard In every interaction, people want to feel listened to. Even when you have to say no to a client, making sure they feel heard and respected can go a long way toward maintaining that goodwill. Acknowledge the issue they are having, empathize with their frustration, and make sure your client knows you are listening by using their name and saying, “I understand.” You can’t say yes to every request, but you can remind clients that you value their support and appreciate the effort it took for them to contact you. Saying no is not bad customer service. When you take the time to say it the right way, you’re actually doing the client a favor because it means you aren’t wasting their time.
Has a client ever asked you for something you didn’t have the resources to provide? Have you ever had a request to do something that’s against
company protocol? Do clients want you to bend over backward on a task that isn’t worth the ROI? On these occasions, you are perfectly justified in saying no. But clients rarely like being turned down, so it’s important to learn to say no without losing a paying customer. Offer Alternatives Maybe a client has asked for something you don’t traditionally offer. Unless this is a rare opportunity to branch out and begin offering a new service to all clients, it doesn’t make sense to run yourself ragged fulfilling a niche request. Avoid the fear of letting your client down by referring them to another place where they can get what they need. This way, you get to say no while still being the person who helps the client get what they want. Ask for Clarification If you have changed anything in your company, be it the software interface on your website or your pricing structure, you may have frustrated clients who demand things go back A trim piece can make or break a good metal roof. Well, it might not break the roof, but it can make all the difference in a project. Anyone can slap some metal sheets on a roof and call it good. A successful roof is one with an appearance that matches the effectiveness of the material. In the case of our post-frame base angle trim, it does that and more. Here are two distinct features. Support Since this piece of trim is nestled at the bottom of a structure, it’s not uncommon for it to also hold panels of siding. The piece is fastened one inch from the bottom of the skirt board, and the second set of screws or nails will go through both the panel and the trim, effectively making them appear as one piece. Aesthetic By fastening the trim at the bottom of the skirt board, your eyes have a seamless transition to the base of the building. Sometimes called a “rodent guard,” this piece has also TRIM SERIES Post Base Angle Trim
been known to protect the bottoms of structures from Michigan’s rodents. However, the piece is mostly used to provide a clean look to the building. Any trim piece you need we can custom make at our shop with
ease. We specialize in the fabrication of almost every type of trim and can have it ready for you in no time with our signature 24–48 hour turnaround time. Contact us at the office for more information today.
Central Michigan Roofing | (269) 758-3330 2
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