The Answer is Yes, Now What’s the Question?

During Tuesday’s NY Report webinar, “The 10 Customer Service Commandments,” best selling author and customer service expert John DiJulius shared some of his secrets for achieving world-class service. One Commandment that immediately resonated with me was to never say “no” to a customer. Sounds impossible, right? How could you say “yes” to a customer asking for, let’s say, free service? If you started giving away free services you’d be out of business. While it may not be possible to always say yes, it is possible to never say “no.” DiJulius trains his staff on the following edict: “The answer is YES. Now what is the question?” Challenge your employees to think positively and think of solutions rather than just giving your clients a concrete “no.” What can you do to help the client? Let's go back to that client asking for a free service: instead of saying “no,” ask how you can help them. Without giving them an outright “no,” offer other ways you might be able to help that are within your means. Telling a customer “no” should require approval from management. Remember, in this economy your competition might be hungry – desperate even – and they may say yes.            By the way, this edict can apply to internal service as well. Just as frustrating as it is for your clients to hear “no,” it’s equally as frustrating for you and your employees to hear it from your co-workers. Encouraging your employees to say “yes” to each other and to you will promote innovation and collaboration.