Saying No

Sometimes “no” is the right answer

September 15, 2009

Here is your Daily Dose of Amazing Service: It’s okay to say “no” And here are some additional thoughts on this topic… Trying to do everything every customer (or potential customer) asks of you cause problems. Saying “yes” to every request will sap your resources and drain your profits. You’ll wind up doing things you’re [...]

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Focus on Solutions for Your Customer, Not Dead Ends

July 8, 2009

Here is your Daily Dose of Amazing Service: Focus on solutions for your customer, not dead ends And here are some additional thoughts on this topic… When you fail to help a customer, you’re giving them a dead end. When all you do is quote policy or simply tell them “we’re all out” of whatever [...]

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It’s Okay to Say “No”

October 21, 2008

Kevin Stirtz’s Amazing Service Rule# 40: It’s okay to say no. (But be nice about it and offer an alternative.) Many of us have been taught to avoid the word “no” when dealing with customers. And it’s a good lesson because there are better ways to tell a customer you’re unable to help them in [...]

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Help your customers get the outcomes they want.

July 3, 2008

Kevin’s Amazing Customer Service rule# 22: Help your customers get the outcomes they want. Our customers come to us for something. They want to prevent something bad from happening. Or they want to make something good happen. Either way they’ve come to us for help. So we need to help them get what they want. [...]

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