How to Say "No" to a Customer or Client

by Kori Rodley Irons | More from this Blogger

03 Feb 2007 04:47 PM

I've written before about how to take "No" for an answer from our clients and customers--but what about when we need to be the ones saying "No"? Here are some suggestions for letting a customer down with tact and care and how to actually say "No" to a customer or client...

Years ago, I was taught by a manager that a person should say "yes" whenever possible--to think things through carefully enough and look for every possible angle for saying "yes" before issuing a "no." This was a good lesson as it forced me to realize that often I'm inclined to decline things just because they seem too troublesome or complicated and that, with a little effort, it is entirely possible. So my first morsel of recycled advice is to make sure that you absolutely have to say "no" to a client or customer before you do. If you can say "yes"--that is always far better than the alternative.

When the "no" must come, it should be wrapped up with apology and regret. Explaining why the decision has been made and how you are truly sorry that you cannot do what has been requested helps to make the "no" less abrupt and shows that you have care and consideration for the client. While they may not be happy with your answer, they will realize that you have used tact and social competency , as well as thought things through enough to offer a complete explanation for your saying "no."

Finally, if possible, end the conversation on a positive note--offer some hopeful tidbit for the future (don't lie or make a promise you won't be able to fulfill, but suggest how things may change or another route you may be able to take--or even direct them to another option.) This shows that you are interested in maintaining the relationship and keeping the individual as a client or customer and that you're looking into the future for times when you'll be able to say "yes." While you'll want to make sure you've made a clear and decisive "no," you'll also want to leave things on a positive and forward-facing note.

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