It’s not just to improve business – learning to say no is something all of us should do in all walks of life. In business, not only does it help profitability, but it also helps keep you happy.
If while handling sales you’ve been faced by a customer who is asking for something you can’t deliver then you probably know what I’m talking about. It’s a huge dilemma about how to say no and still keep the customer happy. Well, I’m here to tell you it’s not impossible.
I’ve had my fair share of clients who wanted something that wasn’t in my scope and still insisted. And it’s tough telling them that I don’t supply those products or services without making them unhappy. I’ve made some mistakes and done well at times, but in the process, I learned some pretty smart ways to say no.
You’re wondering why we need to say no to our clients at times? Well here’s a list of important reasons why you can’t cater to all your customers’ demands:
- You will survive only if you focus on what you’re good at.
- Sticking to what you do well lets you enjoy what you do and encourages you to work better.
- Both of the above will ensure that you deliver your best, retain customers and get referrals.
- All of the above will help you work efficiently, get results, achieve your goals and stay profitable.
- Finally, saying no is not about you, it’s about being fair to your customers. Saying yes to something that is not in your scope and then delivering a sub-quality product or service can never be termed as “looking after your customer”.
Now that you’re convinced, here are the 3 best ways that I’ve gathered to say no politely without offending your customer in order to improve your business.
1. Thank, acknowledge and refuse strategy
When there’s absolutely no remote chance of you ever being able to deliver the product or service that your customer is asking for, the best way is to thank them for their loyalty and trust and then say no. Basically, soften the blow and then just go for it. It shows your appreciation for your customer’s confidence in you and yet lets them down gently. Learn to acknowledge their requirement but make sure you frame the “no” in positive language – appreciate the time and energy they have taken to let you know what they need and then politely tell them that you’re not planning to add that product to your range in the near future.
2. Get them to clarify and point them in the right direction
Not everyone communicates well especially when they get excited and upset. This is a good opportunity to make your customers feel they are being heard and are taken seriously. Ask them what exactly they’re looking for and probe to find out specifically what they need. Then give them alternative options that you can offer and if that doesn’t work refer them to someone else who you know can deliver what they want. Yes, it could be a competitor but think about the trust and confidence you’re giving your customer. He/she will definitely come back when they want something that you actually can provide. You’re also saved from any nasty reviews that could come your way if the client is disappointed.
Read: How To Raise Prices Without Losing Customers
3. Give them a reason
If you want to improve your business, you need to honestly tell your customer why you don’t stock, manufacture or deliver that particular product or service is a good way to get them on your side. Reasons could range from production costs to technology issues or having too much on your plate, to it not being your area of expertise, but being honest says a lot about your sincerity and commitment towards your customer. It could be something they don’t want to hear, but at the same time, it earns you a lot of trusts, which helps in getting them back when they need something you do supply.
Additionally, I would advise:
4. Stay in touch
Don’t just refuse and accept that you’ve lost a customer. Stay in touch. At intervals check with them about whether they found what they were looking for and if they’re satisfied with the product or service that they got from elsewhere. Send them useful content that you think may interest them and encourage them to subscribe to your blog or newsletter. Put together information that will help or concerns them and basically stay on their radar.
5. Let them know if you can eventually deliver
If it happens that one day you can actually provide what they need then hurray, get in touch fast. Of course, you can’t force them to switch over from the brand or service that they’re already using, but since you’ve stayed in touch with them you can definitely let them know that you’re now in a position to deliver their requirement. Invite them to inquire and ask questions about the product you are now providing or to speak to you about how to take it forward. They should know that you’re happy to help. You never know, you just might hit the nail right this time.
Finally, a word of advice. Bluffing your way through something that you’re not good at could really get you into trouble. You can’t pretend to be able to do something when you can’t and it is important that you respect both the client and yourself. Politely saying no to a discount, concession, service or add on can, in fact, give a clearer message of how much your clients’ interest is important to you.
Don’t try to please everyone, it really is impossible and doesn’t help to increase profits in the long run. If your priorities are your client’s trust and confidence then you should really forget about trying to make everyone happy. Nobody can do everything and neither can you. Technically it is never profitable to try providing everything your client wants.
Always remember to keep your goals in mind. Know what is important to achieve them and remember to say no when you find that it may sidetrack you from reaching your goals.
If you want to take control of how you spend your valuable time and energy, the first step is to learn to say no.
Cheers
Magbè
Super helpful and I totally believe in referrals. Amazing tips that I will be putting to use.
Thank you i’m glad to here this.
Great read, I might use the tips for my future- I am not the best planner myself
Good to read that you found the post helpful.
It’s hard to say no to projects if you’re just starting out but I definitely agree that sometimes, it’s for the best! Great tips on how to say no!
I’m glad to listen this from you.
I am a firm believer that it is good to say no. I have never thought about how saying no can actually improve your business.
It feels good to here that you believe it is good to say no.
Sometimes saying no is okay especially if at the end of the road, it will lead to better things.
Yes, it will definitely lead to better things.
These are great tips and I am sure these things will help those business owners who are having a hard time to say NO with their clients even if its necessary.
I’m glad that you found it helpful.
Great advice. Saying no is okay, especially if the circumstances would make it impossible for you to get the work done.
Thanks for appreciating.
I find I often say yes when I don’t want to. These are great tips and I shall start using them!
Hi, Mandi, thank you. Yes you must use them.
Saying no is not my strong suit. It is always good to see nicer ways to say it so that the No is not so hard.
I am glad that you found it nice.
Great tips and I always have this dilemma. It sucks because you don’t want to say no even though that may be your last resort. thanks!
Hi, Sondra, Thanks for reading.
You’re so right it’s so hard to say no sometimes. But in the end you have to do what’s right for you and your business.
Thank you for accepting that and giving out your views.
Very helpful. It’s not bad to say no but always in a constructive way. Thanks for sharing.
I’m glad it was helpful, Jen.
Saying no to customers isn’t always easy but it’s important if you want to grow and improve.
Yes, it is important and one thing every business owner must do.
Great tips on how to say no politely. It’s really a tough thing to do but is oblige sometimes.
Glad you found it helpful.
Great article. This is a topic I know I need to learn more about and you really helped me understand some good ways. Thank you.
Thanks for reading Alexandra and good to read it was a helpful post.
This is so helpful, it’s won’t be easy but if we ought to do this sometimes to grow.
Yes, Owen, it is usually a hard decision to make.
Thanks for sharing these nice tips which will help those who are looking to start a new business.
Thanks for reading, Kaylan.
This is definitely telling my problem, I hardly say no to people especially to customers or bosses. Great tips for me.
Glad to read the post resonates with you.
Such a comprehensive list.. I agree to all of these.. It would be really helpful..😊
Thank you for reading it feels glad that you found it helpful.
this is helpful.. I honestly have a hard time saying NO… It makes me feel guilty.. Reading this article made me realize that saying NO is not a bad thing sometimes. thanks
Hi Aria, I’m glad you’ve grown from the guilt of saying NO.
The most important list for the person who want to start the business
Thank you for reading, Ritu
Love the article so much especially that it speaks to me directly! I’ve always struggled with saying No but later i learned i need to say it more often. Great tips.
Glad you’re able to choose YOU over every other thing, Chad.
These are some great tips which can be easily applied in our daily life too,not only business
I completely agree with you, Sudipa
Its not always easy to say no. I always had a problem with it, however with time you simply get used to. 🙂
With time, these decisions become easy to make. It’s all for the growth and no one should feel handicapped about it.
Love this post!! Your tips are really helpful!!
– Nicole
Good to read the post is helpful. That’s all I do here.
The ability to say “No” becomes easier with experience. We say yes and no, strategically depending which is better for us.
With experience, I agree making important decisions becomes easier. I had this post for entrepreneurs starting out precisely.
Amazing tips every business owner needs to read. I will share this to my group members who are business owners.
Thank you for your kind words, Nelly. Hoping your friends find this helpful.
Thanks to this article, I know have good strategy for my business
Glad you found it helpful!
I do say no in some circumstances when the requests don’t lead to a professional solution.
That’s just the best way to go about it especially when it will hurt your profile the more.
There are so many time when I need to say no. And I always feel so awkward and pressurized. I don’t understand how to say no. These tips really help.
— https://itsasweetsweetworld.com
Thank you feels glad that you found it helpful.
I love your reasoning, it always the dilemma to say no when you start up and most client often take advantage it that and always push you in the corner
Thank you for reading it feels good. And one must always accept saying no is not bad.
love this topic! every single one of them is such an important guide. Sayo No to a customer was never easy and I’ve experienced it most of the time. Thanks so much for sharing
Thank you for your appreciation.
Thanks for your reminder! There’s was so many times I’ve been wondering on how to say NO but I guess I learn much I need.
Thanks it makes me feel glad .
A lot of people still struggle with saying no, even politely. These tips are great to overcome that struggle!
Well. that is true, Thanks for reading.
I need to say no more often so thank you for the tips! This will be so helpful for me!
It feels great to know its helpful.
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Hello, Thank you. I feel nice after hearing this from you.