Saying no to a customer simply means refusing to do as a customer asks or declining a customer's proposal. Pleasing your customers is a priority. They are the reason you are in business. Saying NO to your customers might seem out of the question for you. It is important to note that in a quest to please customers, many businesses and business owners have taken wrong steps and made bad decisions with sometimes serious consequences.

When you say NO to a customer it simply means you do not agree to or accept a customer's request. Saying NO shows negativity and that is something we all do not like to hear especially your customers. In business saying "No" outrightly might seem rude and in bad taste. Is that to say you have to give in to the demands of every customer irrespective of what their demands are? Of course not.

There are ways to say NO without using the two-letter word. First, let's deal with the need to say NO.

The need to say "NO"

Unless you run a nonprofit organisation the major reason for setting up the establishment is to make a profit. To do this you need your customers. Your customers know this and will try to use that fact to their advantage not minding the effect it would have on your business. Humans, when presented with a chance, have a high tendency to make greedy choices or demands. It is for this reason that you need to learn to say NO.

You also need to be aware of the fact that customers are looking out for themselves and not you. Your customers would always want to take full advantage of promos bonuses, discount sales etc to the point that you may end up giving out more than what you bargained for and that might result in your loss.

You often hear customers say "after all these years I deserve half price" or "I buy so much from you you ought to give me more discount". They could also say things like "your competitor sells it way cheaper, I'm doing you a favour by buying from you". Perhaps they do not use the exact words above but you no doubt have had customers towing that line. When customers begin to go along this line they are one step away from making you run at a loss and doing something you might end up regretting. Saying NO to a customer is a skill that every business owner needs to master.

How to Say NO Without Saying "NO"

The customer is the King. How do you say NO to royalty? Here are a few ways:

1. Make yourself scarce: how does this help? Well, customers tend to ask for fewer favours from staff or employees. So keep your staff at the forefront of customer service. They recognize that your employees are not you - the business owners - and can do them little or no favours. This way you are already preventing situations that would force you to say NO.

Your employees have a significant role to play in service delivery.

2. You can also say NO by suggesting something different that would be fair to your business. This gives you a win-win situation. Your customers need to have a measure of trust in you for this to work. How can you build trust with your customers? 

3. A third way to say NO without the word is to politely brush off a customer's request and give reasons why you cannot do as they ask. Customers are not unreasonable, most would understand

4. You can also refuse to do a customer's bidding by giving the promise of something better in the future and be sure to fulfil your promise. Be sure to let your customers know of upcoming promos, bonuses or discount sales using SMS. 

5. Letting your customers know that his request is not an option at the moment but he would be informed when there is such an offer in the future is also a great way to say no.

In all of the ways mentioned above, be sure to express your sympathy, convey regret and apologize. This keeps your customers' egos intact and reduces the chances of them feeling offended. You also need a fair knowledge of emotional intelligence to be able to handle your customers skilfully. Constantly having to say NO to your customers can be a tough challenge which you might not always win. You can reduce the demands of your customers by constantly appreciating them, and giving them bonuses and gift items even before they ask. This way they are satisfied and happy and will not need to ask you for favors or things you cannot provide them with. And it saves you the stress of having to say NO. Whatever you do, be sure to put the interests of your organisation first.

You should use SmartSMSSolutions bulk messaging service to send out information to your customers regarding promos and special offers that are available to them. We are affordable and reliable. If you haven't, register a free bulk SMS account with us and start reaping the benefits of bulk messaging.