Here’s an important announcement from some of the many and varied surveys Telephone Doctor Customer Service Training has conducted over the years. A while back I wanted to find out how people felt when they were rejected. What came out of those interviews and surveys was no one wants to be told “no” at the start of a sentence. By  Nancy Friedman

Here’s an important announcement from some of the many and varied surveys Telephone Doctor Customer Service Training has conducted over the years.

A while back I wanted to find out how people felt when they were rejected. What came out of those interviews and surveys was no one wants to be told “no” at the start of a sentence.

And it’s so easy to let that one word slip out when asked a question where the answer could normally be answered with the one word ‘no.’

Take the simple question, “Are you open on Sundays?” Or even, “Does that widget come in blue?”

Pick any question you want that normally will garner a “no”  at the start of a sentence and listen up. I’m about to share a technique with you that has helped thousands of our Telephone Doctor and ServiceSkills.com clients. It will help you and your team members too.

When somebody calls your company or franchise and asks you a question, stop and think for a moment. Simply a split second or two will help. Think: “How can I answer this without saying ‘no’ at the start of a sentence.”

Try a little statement of “I wish we could” or “I wish we did.”

And also notice a key point – by using the ‘we’ technique (I wish ‘we’ could), it takes the personalization out of the situation. They’re probably not upset with you. Big difference.

Let’s say someone calls up and says: “Are you open after 6 p.m.?” Instead of saying: “No, we close at 5,” which can and often is perceived as cold and rude, a softer answer would be, “I wish we were. Unfortunately, we close at 6. However, we open early tomorrow, will that help you?”

Sometimes offering a second little choice helps.

Like any idea, before you ‘poo poo’ it, try it.

Nancy Friedman

Nancy Friedman, the founder and chairman of Telephone Doctor Customer Service Training, is a popular keynote customer service speaker at franchise, corporate meetings and conferences around the country. She is now offering and specializing in Zoom programs and her fun webinars. nancyfriedman.com, nancy@telephonedoctor.com, 314-291-1012.