{"id":37495,"date":"2021-03-08T11:05:05","date_gmt":"2021-03-08T10:05:05","guid":{"rendered":"https:\/\/www.targettraining.eu\/?p=37495"},"modified":"2021-03-08T11:08:24","modified_gmt":"2021-03-08T10:08:24","slug":"how-you-can-turn-saying-no-into-a-win-win-situation-with-your-customer","status":"publish","type":"post","link":"https:\/\/www.targettraining.eu\/de\/how-you-can-turn-saying-no-into-a-win-win-situation-with-your-customer\/","title":{"rendered":"How you can turn saying no into a win-win situation with your customer"},"content":{"rendered":"<p><strong>Saying yes to a customer request often results in an instant meeting of their expectations. \u201cYes, I\u2019d be happy to do that for you\u201d, is one of the more powerful statements that conveys that your customer has come to the right place. Hearing yes makes them feel how they want to feel, it will make their life easier, it will give them what they want. Naturally, yes is what we want to say when our customers approach us. Customer satisfaction is almost guaranteed after a yes, hopefully without much additional effort. Saying no to a customer is much more difficult, especially when your no was not what they were expecting to hear. No means \u201ca possible problem\u201d, to them at least. Everybody knows that saying no sometimes makes complete sense, it has to be done. \u201cNo, we wouldn\u2019t recommend that\u201d, is also a very powerful statement that conveys that your customer has come to the right place, though in this case, they might not appreciate your (expert) service as much. <\/strong><\/p>\n<p><strong>There\u2019s a lot to be said about saying no to customers. In this post, we\u2019ll explore how you can turn saying no into a win-win situation with your customer. <\/strong><br \/>\n<!--HubSpot Call-to-Action Code --><span id=\"hs-cta-wrapper-79f311d1-d808-47a9-81e7-bffa6d17b671\" class=\"hs-cta-wrapper\"><span id=\"hs-cta-79f311d1-d808-47a9-81e7-bffa6d17b671\" class=\"hs-cta-node hs-cta-79f311d1-d808-47a9-81e7-bffa6d17b671\"><!-- [if lte IE 8]>\n\n\n<div id=\"hs-cta-ie-element\"><\/div>\n\n\n<![endif]--><a href=\"https:\/\/cta-redirect.hubspot.com\/cta\/redirect\/455190\/79f311d1-d808-47a9-81e7-bffa6d17b671\"><img decoding=\"async\" id=\"hs-cta-img-79f311d1-d808-47a9-81e7-bffa6d17b671\" class=\"hs-cta-img lazyload\" style=\"border-width: 0px;\" data-src=\"https:\/\/no-cache.hubspot.com\/cta\/default\/455190\/79f311d1-d808-47a9-81e7-bffa6d17b671.png\" alt=\"DOWNLOAD THE CAN-DO TOOLBOX\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" \/><noscript><img decoding=\"async\" id=\"hs-cta-img-79f311d1-d808-47a9-81e7-bffa6d17b671\" class=\"hs-cta-img\" style=\"border-width: 0px;\" src=\"https:\/\/no-cache.hubspot.com\/cta\/default\/455190\/79f311d1-d808-47a9-81e7-bffa6d17b671.png\" alt=\"DOWNLOAD THE CAN-DO TOOLBOX\" \/><\/noscript><\/a><\/span><\/span><!-- end HubSpot Call-to-Action Code --><\/p>\n<h2>Why do you need to say no?<\/h2>\n<p>Most customers select a service provider based on knowledge and expertise. Money plays a role, but most customers really do care about working with a service provider who has knowledge and expertise. It\u2019s the balance of this perceived expertise in combination with your fees that led them to choose you. This means it\u2019s important to say no to customers when you think that:<\/p>\n<ul>\n<li>the request is based on their lack of understanding or knowledge<\/li>\n<li>they are asking you to do something which would not be beneficial to them<\/li>\n<li>they are asking you to do something that would not be worth the associated costs to the customer<\/li>\n<li>you have a better solution to the challenge they are facing<\/li>\n<\/ul>\n<h2>Be prepared for what comes after the no<\/h2>\n<p>As a rule of thumb in customer service, not meeting someone\u2019s expectation requires an explanation and the setting of a new expectation. There\u2019s never a need to say \u201cyes, I can do that because it\u2019s a completely normal request within the limits of our contract\u201d, a simple \u201cyes, sure\u201d is enough. When it\u2019s a no, you\u2019ll need to add the why \u2013 in a way that your customer can understand it. Spell it out (nicely): The answer is no because of\u2026 Depending on your customer, an explanation is much more than a sentence, it can take two or three conversations for someone to understand why no means no.<\/p>\n<p>The last impression that you DON\u2019T want to leave the customer with is \u2018they said no because of a bunch of reasons that I don\u2019t understand\u2019, because accumulated impressions of doubt can damage the long-term relationship quite easily. The last impression that you DO want the customer to have is something along the lines of \u2018they said no, but I trust them\u2019. To achieve that, you have to adapt every \u201cno\u201d conversation to their level of knowledge, their expectations, their situation, etc.<\/p>\n<blockquote>\n<p style=\"text-align: right;\"><em>\u201cIt might be uncomfortable for your customer to hear it, but as soon as they get over the initial shock of the no, most customers will appreciate the fact that you&#8217;re applying your experience and judgment.\u201d<\/em><\/p>\n<\/blockquote>\n<h2>What happens when people hear no?<\/h2>\n<p>Think about how you have reacted when you heard no instead of yes. Depending on the impact, as the recipient of no, we might question the other party\u2019s ability to understand the request (rejection), or verbally express our unhappiness in no uncertain terms (frustration), before we can accept that no means no.<\/p>\n<p>The SARAH model outlines our typical response to bad news in a linear fashion. For example: after expressing shock at hearing no, somebody will experience anger and\/or anxiety which can then become resentment and\/or rejection. With your support they will then accept the situation and begin to look for solutions which they hope will mitigate the bad news. The SARAH model is more relevant to most business scenarios and provides a simple, linear framework.<\/p>\n<h5>S &#8211; shock, surprise<\/h5>\n<ul>\n<li>\u201cI thought this was covered by the contract\u201d<\/li>\n<li>\u201cI just don\u2019t understand \u2013 this was obviously important to us\u201d<\/li>\n<\/ul>\n<h5>A &#8211; anger, anxiety<\/h5>\n<ul>\n<li>\u201cI\u2019m not happy\u201d<\/li>\n<li>\u201cI\u2019m really frustrated\u201d<\/li>\n<li>\u201cThis isn\u2019t what I would expect from a business partner\u201d<\/li>\n<li>\u201cI\u2019m really worried this is going to set us back at least 2 weeks\u201d<\/li>\n<\/ul>\n<h5>R &#8211; resentment, rejection<\/h5>\n<ul>\n<li>\u201cI don\u2019t think you understand the impact this will have on us\u201d<\/li>\n<li>\u201cThis might not be a big thing for you, but it is for us\u201d<\/li>\n<\/ul>\n<h5>A &#8211; acceptance<\/h5>\n<ul>\n<li>\u201cI suppose we just need to \u2026\u201d<\/li>\n<li>\u201cWell if that\u2019s the way it is, that\u2019s the way it is. I guess we need to \u2026\u201d<\/li>\n<\/ul>\n<h5>H &#8211; hope<\/h5>\n<ul>\n<li>\u201cSo what can we do then?\u201d<\/li>\n<li>\u201cWhat kinds of workarounds have other customers used?\u201d<\/li>\n<\/ul>\n<p>You can use this model to help the customer accept what is happening, by moving them forward during your conversation. Use SARAH to steer the conversation with your customer, now that you know how they typically react to hearing no.<\/p>\n<h2>What to do when you need to say no?<\/h2>\n<p>When you tell your customer what you think, you&#8217;re doing what you&#8217;re paid to do &#8211; sharing knowledge, expertise and experience. Your expert perspective gives you everything you need to give the customer what they need. The question they asked results from a direct need. Indirectly, your no should address this need. If you successfully uncover their need after your no, you are creating a possible future yes. It can be helpful to see saying no as not just one isolated word but as a six-step process. This process is further explained in our eBook\u2026<\/p>\n<p><strong>1 Prepare them<\/strong><\/p>\n<p>Indicate you have difficult news. Don\u2019t just drop it on them. \u201cWe need to talk about something you won\u2019t want to hear.\u201d<\/p>\n<p><strong>2 Say no<\/strong><\/p>\n<p>Use clear and straightforward language. Avoid over-softening, hiding. Be aware of cultural differences.<\/p>\n<p><strong>3 Explain why<\/strong><\/p>\n<p>Inform them why something has happened and, if you don&#8217;t understand the reason, be honest (and build credibility). Avoid making excuses.<\/p>\n<p><strong>4 Convey understanding and empathy for their situation<\/strong><\/p>\n<p>Show that you understand the impact on them (both the business dimension and the human dimension).<\/p>\n<p><strong>5 Explore possible futures<\/strong><\/p>\n<p>Explore possible impacts. Impacts you\u2019d like to avoid, solutions, workarounds, measures etc.<\/p>\n<p><strong>6 Follow up<\/strong><\/p>\n<p>Make the effort to follow up with the customer both after you\u2019ve said no and once the solutions or measures have been implemented.<\/p>\n<h2>How to say no<\/h2>\n<p>You don\u2019t say no to a customer request every day, so make it count. Own your \u201cno\u201d\u2026don\u2019t be fluffy about it by saying things like \u201cwell, if it was up to me\u201d, and don\u2019t distance yourself with phrases like \u201cI wish I could but a third party is being difficult\u201d. The message of no has to be clear: \u201cNo. I\u2019m very sorry, but that\u2019s just not possible\u201d is the strongest message you can give your customer in their time of need.<\/p>\n<p>Express empathy, apologize if needed but don\u2019t overdo it. If you continue making excuses and apologizing you run the risk of looking indecisive, being open to being convinced otherwise and not owning your no.<\/p>\n<p>In his book \u201cThe Power of a Positive No\u201d, William Ury introduced the world of customer service to the \u201cpositive no\u201d. The process has 3 basics steps:<\/p>\n<h5><strong>Express your yes<\/strong><\/h5>\n<p>There\u2019s a reason you\u2019re saying no, and that\u2019s because you\u2019re actually saying yes to something else (your project plan, your experience, your customers budget limitations). Focus on expressing your commitment to your yes e.g. \u201cWe are committed to our system being reliable and secure\u201d.<\/p>\n<h5><strong>Add your no in the context of your yes<\/strong><\/h5>\n<p>\u201cWe are committed to our system being reliable and secure. This is why we need to say no to the idea of integrating remote access via this 3rd party app. It will be costly, and our experience is that it will create problems neither of us can work with.\u201d<\/p>\n<h5><strong>Propose a yes<\/strong><\/h5>\n<p>\u201cWe are committed to our system being reliable and secure. This is why we need to say no to the idea of integrating remote access via this 3rd party app. It will be costly, and our experience is that it will create problems neither of us can work with. We can evaluate remote access solutions which will give some of the functionality without the risks. Let\u2019s talk more about what is important to you and how we can help you find the budget.\u201d<\/p>\n<h2>Don\u2019t focus on the no<\/h2>\n<p>I have done many training sessions on customer service and I never leave the room without saying \u201cif there\u2019s an emotion involved, address it\u201d because it\u2019s the easiest road to customer satisfaction. It\u2019s also, in my experience, one of the most difficult things for people to focus on, when in the midst of a no conversation with a customer. Perhaps it\u2019s comfortable to hide in the business dimension, behind \u201cthese are our processes and there\u2019s nothing I can do at this point\u201d and it will help the customer understand your no, sure. However, the impact is much greater if you address the situation in the human dimension with an empathic \u201cYou\u2019re frustrated, I can tell\u201d, and give the customer a moment to respond to that.<\/p>\n<h2><span style=\"color: #ff9900;\">Our services <\/span><\/h2>\n<div  id=\"av-sc-portfolio-1\"  class=\"av-portfolio-grid-sorting-container\"><div class='sort_width_container  av-sort-yes' data-portfolio-id='1' ><div id='js_sort_items' ><div class='sort_by_cat hidden'><a href=\"#\" data-filter=\"all_sort\" class=\"all_sort_button active_sort\"><span class=\"inner_sort_button\"><span>Alle<\/span><small class=\"av-cat-count\"> 3 <\/small><\/span><\/a><span class=\"text-sep customer-service-de_sort_sep\">\/<\/span><a href=\"#\" data-filter=\"customer-service-de_sort\" class=\"customer-service-de_sort_button\" ><span class=\"inner_sort_button\"><span>customer service<\/span><small class=\"av-cat-count\"> 3 <\/small><\/span><\/a><\/div><\/div><\/div><div  class=' grid-sort-container isotope   no_margin-container with-excerpt-container grid-total-odd grid-col-4 grid-links-' data-portfolio-id='1'><div data-ajax-id='20737' class=' grid-entry flex_column isotope-item all_sort no_margin post-entry post-entry-20737 grid-entry-overview grid-loop-1 grid-parity-odd  customer-service-de_sort interpersonal-de_sort ss-training-de_sort  av_one_fourth first default_av_fullwidth '><article class='main_color inner-entry'  itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><a href=\"https:\/\/www.targettraining.eu\/de\/item\/kundenservice\/\" title='Durch Kundenservice den Unterschied machen'  data-rel='grid-1' class='grid-image avia-hover-fx'> <img decoding=\"async\" fetchpriority=\"high\" width=\"260\" height=\"185\" src=\"https:\/\/www.targettraining.eu\/wp-content\/uploads\/2017\/05\/customer-service-260x185.png\" class=\"wp-image-41762 avia-img-lazy-loading-not-41762 attachment-portfolio_small size-portfolio_small wp-post-image\" 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Kundenservice den Unterschied machen'>Durch Kundenservice den Unterschied machen<\/a><\/h3><\/header><\/div><footer class=\"entry-footer\"><\/footer><\/article><\/div><div data-ajax-id='19632' class=' grid-entry flex_column isotope-item all_sort no_margin post-entry post-entry-19632 grid-entry-overview grid-loop-2 grid-parity-even  customer-service-de_sort interpersonal-de_sort seminars-de_sort ss-training-de_sort  av_one_fourth  default_av_fullwidth '><article class='main_color inner-entry'  itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><a href=\"https:\/\/www.targettraining.eu\/de\/item\/erfolgreiche-kommunikation-fur-kundendienstmitarbeiter\/\" title='Erfolgreiche Kommunikation f\u00fcr Kundendienstmitarbeiter'  data-rel='grid-1' class='grid-image avia-hover-fx'> <img decoding=\"async\" fetchpriority=\"high\" width=\"260\" height=\"185\" 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In this post, we\u2019ll explore how you can turn saying no into a win-win situation with your customer.<\/p>\n","protected":false},"author":5,"featured_media":36820,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[92],"tags":[96,112],"class_list":["post-37495","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-soft-skills-pathway","tag-customer-service","tag-difficult-news"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How you can turn saying no into a win-win situation with your customer | Target Training GmbH<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.targettraining.eu\/de\/how-you-can-turn-saying-no-into-a-win-win-situation-with-your-customer\/\" \/>\n<meta property=\"og:locale\" content=\"de_DE\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How you can turn saying no into a win-win situation with your customer | Target Training GmbH\" \/>\n<meta property=\"og:description\" content=\"There\u2019s a lot to be said about saying no to customers. 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