WHEN YOU CAN’T SAY YES
3Ways to Say NoWithout Losing a Customer
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. 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. 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 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. 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. Offer Alternatives Ask for Clarification Make Clients Feel Heard
An Agent With Four Decades of Experience At Risk Services/Insurica, the connections our agents form with the clients they serve are measured in years and decades, not months or dollars. Certainly that’s the case with David Feild, one of our producers who’s been on our team for more than 20 years. “My customers are my true friends,” David says. “Seriously! I’m not about to make a recommendation to a client to bump up my commission a few dollars. If I suggest anything, it’s to make sure they have the precise coverage they need.” David has always had a passion for the insurance field, but it took him some time to realize the perfect fit for his unique skill set and personality. “I went to work for Prudential Insurance right out of college, selling life insurance, and just detested it,” he says. “Being a 23-year-old guy telling a man 18 years his senior that he ‘needed to take care of his family’ just didn’t go over so well. From there, I went on to a couple smaller agencies with which I didn’t see eye to eye — I never got the warm and fuzzies. But when I came over to Risk Services of Arkansas, I got nothing but warm and fuzzies.” “The people I work with are all extremely knowledgeable; Brad and his predecessor Steve Russell have always been fantastic. My coworkers and I genuinely care about one another and the clients we work with — it’s just a wonderful environment.” Outside of the office, David loves to hunt deer and travel around the world. He enjoys visiting his children around the country as often as possible, but he also enjoys vacationing in more exotic locales, like Cancun. Whether he’s relaxing on the beach or providing his clients with top-tier service, David brings a keen passion, level head, and dry sense of humor. We’re thrilled that he’s stuck around Risk Services/Insurica for so long, and we look forward to his many contributions to come.
2 • www.insurica.com • Specialized Insurance Programs for Specialized Industries.insurica.com
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