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Telling Your Customers No Politely

By August 17, 2012May 11th, 2021News & Events

Sometimes you have to say no. This is inevitable, especially in business. Some clients may expect you to do the impossible. The real secret to saying no is how you say it; you can’t ever actually make it sound like “no”. You have to let your customer know you still appreciate their business, want them to stick around, and that you care about their satisfaction. There are specific ways to do this so it’s likely your customer will still want to do business with your company. Check out the tips below to see if you can learn to say no when necessary.

Remind Your Customers They Are Important

“Your business is important to us” is a poisonous phrase. Instead of pointing out that their business is important, point out that they are personally important to you instead. Your customers are more than a revenue source, and they need to be reminded of that often. It helps them understand that you are personally invested in the relationship you have with them and that you want to continue to develop it professionally. You should want to do everything in your power to retain them and not just their business. Retaining a customer means you retain their connections and their ability to speak well of your company.

Say “No” Like You’ve Never Said It Before

Sometimes a long day happens. Sometimes you have to reject client requests all day long. No one likes saying no all day long, but you have to learn to adapt and rise above. Don’t put your bad day on your customer; make sure when you tell them no that it sounds like the first no of the day. The last customer you have to say no to that day should be treated with just as much respect and patience as the first one. This is part of excellent customer service and will not only help keep clients on board, it will encourage them to help you come up with a satisfactory solution to the problem that made you say no in the first place.

Chris Forte

Chris Forte, President and CEO of Olmec Systems, has been in the MSP workspace for the past 25 years. Chris earned his Master’s Degree from West Virginia University, graduating Magna Cum Laude. He was a past member of the Entrepreneurs’ Organization, a current member of the New Jersey Power Partners and Executive Association of New Jersey, where he has previously served on its board of directors. In his spare time, Chris enjoys traveling with his family. He also admits to being a struggling golfer and avid watcher of college football and basketball. He currently lives in Boonton Township, NJ with his wife, two daughters, son, and black lab Luna.