The employee told the caller: “I don’t think that is possible.” The customer eventually hung up, and redialed to ask a different employee the same question.

The employee responded to the customer: “That’s probably not the best way to do it.”  Then, the customer kept asking question after question, arguing with the employee that the customer’s approach would work.

The employee reacted with: “I’m sorry, Mr. Smith.  We likely cannot have it done by then.”  The customer asked to talk to the supervisor – somebody they felt could make that timeline happen.

The reality is that the employee knew that the request was not possible, knew that the method proposed by the customer wouldn’t work, knew that the customer’s requested deadline could not be met.  However, the employee phrased that knowledge without certainty or confidence. 

So, You’re Telling Me…

There’s a famous scene in the movie Dumb and Dumber where Jim Carrey’s character is told by someone he’s interested in that there’s “like one out of a million” chance she’d go out with him.  Carrey’s character responds: “So, you’re telling me there’s a chance?”

When “No” is the true answer, but we are not clear on the No, many customers take that as: “So, you’re telling me there’s a chance?”

Professionally Say “No” and Offer a Plan B

There is a way to be professional and say “No.”  There is a phrasing you can use to be empathetic and say “No.”  There’s a way to use the word “No” or “Unfortunately not” or “We cannot,” and have it received well with empathy and with the transition to what might be a Plan B.

Maybe that Plan B does not occur in the exact timeline the customer wants.  Maybe Plan B is not the exact step-by-step process that the customer would like, but if you convey that you’re still getting them to the end goal, they may be more open to the initial No than you realize.

Don’t be afraid to professionally say “No” to the customer.

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