Q & A Table of Contents
How Can I Say No Gracefully?
From: Louis, Cumming, Georgia
Question: How can I deliver the response "no" when a customer requests a concession from me in such a way that they appreciate my position and can accept the response and move on?
Response: Saying "no" can feel awfully difficult and threatening -- and it is if someone asks for something and we give them that "no" as a one word, definitive answer. Simple diplomacy, accompanied by honesty, can go a long way towards preserving the relationship. Sometimes it is difficult to explain the reasons a "no" answer is required; you may have to protect proprietary information or withhold details on how prices are structured. In those cases it is crucial to have developed a relationship based on fairness. If the customer's experience with you has been perceived of them as fair and honest, they are far more likely to be able to put 'bad news' in context.
Lay the groundwork by establishing and maintaining a good relationship. It will give you the freedom to be far more straightforward in your communication.
Good luck,
Steve
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