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INSIDE THIS ISSUE From the Desk of Karen PAGE 1 The Hopeful Beginning and Catastrophic End PAGE 1 The Secret to Lead Conversion PAGE 2 Why Labor Day Is Indebted to the Pullman Strike PAGE 3 Take a Break PAGE 3 Inside-Out Grilled Ham and Cheese PAGE 3 Can You Say No to a Client? PAGE 4
WHEN YOU CAN’T SAY YES 3 Ways to Say No Without 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.
what they need. This way, you get to say no while still being the person who helps the client get what they want.
possible. Clients can be more accepting when they understand something better.
MAKE CLIENTS FEEL HEARD
ASK FOR CLARIFICATION
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 towardmaintaining that goodwill. Acknowledge the issue they are having, empathize with their frustration, andmake 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.
If you have changed anything in your company, be it the software interface on your website or your pricing structure, youmay 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, youmight learn that they are having trouble accessing
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
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
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
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