Do you and your staff realize the incredible power and result that comes with saying, “No” to a customer? It’s not what you think.

Do you and your staff realize the incredible power and result that comes with saying, “No” to a customer?

While it may, at times, be refreshing to tell a surly, rude or otherwise unhappy customer you don’t have a product in stock or can’t help them with their question, you’re still at a disadvantage by doing so.

Whether you’re dealing with Happy Harry or Sourpuss Steve, saying “No” immediately does one thing: it creates a negative in their mind about you and your store.

Years ago when I worked in our family’s grocery store, I remember my uncle hated to say no. If someone asked whether we had a specific canned good or produce, or could get something in the dairy section, he typically would say, “We don’t have that but let me check on whether I can order it for you.” Or if he knew for sure that he could get it, he would say so and ask how much they wanted. And then he’d order it.

The customer was happy because she knew he had worked with her to help her, instead of throwing up a roadblock. READ MORE