The customer was telling his business partners about what a great job the lender did for him. Before that, the customer was happy and joking with his account representative, Jay. Before that, Jay was getting him the paperwork that provided the funding the customer needed.
Prior to that, Jay offered the customer a couple options for funding his equipment purchases. Prior to that, in a response to a question from the account representative, the customer told Jay his business goal. Prior to that, Jay said No.
Jay said No because the customer had asked for a specific type of loan for which he wasn’t qualified.
We’re tracking here – we’re tracking back from the positive Word-of-Mouth that Jay was receiving to the inception of the conversation – when the customer asked for something that could not be done.
Jay opted for the “Hard Yes” over the “Easy No.” He said No initially because policy warranted the response, but he moved deeper into the conversation. He probed for the core need. He cared enough to ask the questions that led him to an answer.
Follow Jay’s lead. Go for the Hard Yes over the Easy No.