Oftentimes, there is more risk in customer service when the answer to our concerns is “yes.” Can you help me? Will you make an exception and do this for me just this once? Could you look into this issue I’m having? Being helpful comes with a price, and the price is more work. But what if the tables were turned and the risk was actually in saying “no.” How much better would our interactions with companies become?
Last week I called my cell phone provider to modify the service, cancel a line, add a data line, etc. I wasn’t getting the answers I wanted from the one person I was talking with – he kept saying “no” – so I politely ended the call. I immediately dialed back reaching a new customer service person that liked saying “yes” much more than the first person.
Ultimately, there is a lot less work for the employee who says “no” (think compliance departments). If the person says “yes” they may have to do something and then take a risk for doing it. And frankly, it seems that some service people don’t feel like they are being paid to say “yes.” It’s too much hard work.
What if service people were given incentives for the “yes” answers they gave to customers and were docked pay for their “no” answers? I guarantee they’d find ways to say “yes” more often.
“Yes, I can change that for you.” “Yes, I can do that for you over the phone right now.” “Yes, I can add that to your order.” Yes, I will talk to my manager and see if we can do that for you.” How about, “YES, I can do some hard work for you even though it would be easier for me to just say no.” The result? Happy clients that go wild about you because of the surprising way you serve their needs.
Maribeth Kuzmeski
Maribeth Kuzmeski, MBA is the founder of Red Zone Marketing, LLC, which consults to Fortune 500 firms on strategic marketing planning and business growth. She is the author of 4 books, has frequently appeared on TV and radio, and has written articles on marketing strategies for hundreds of publications including Business Week and Entrepreneur. She regularly speaks to audiences on topics relating to business development, marketing, and sales strategies. Maribeth is author of The Connectors: How the World’s Most Successful Businesspeople Build Relationships and Win Clients for Life (Wiley, September 2009).
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This is a great point. I spend lots of time talking to ppl about how to be a yes – and it’s really important in conversations with kids. Being a “no” sets a path that doesn’t produce real abundance. That said, we can’t be a powerful yes unless we’ve got a real consciousness about our no. Thanks for this,
I’m happy you found it helpful!