Often, there’s more risk in customer service when the answer to our concerns is “yes.” Can you help me? Will you make an exception and do this for me just this once? Could you look into this issue I’m having? Being helpful comes with a price, and the price is more work. However, suppose the tables were turned and the risk was actually in saying “no.” How much better would our interactions with companies become?
Last week I called my cell phone provider to modify the service, cancel a line, add a data line, etc. I wasn’t getting the answers I wanted from the person I was talking with; he kept saying “no”; so I politely ended the call. I dialed back immediately, reaching a new customer service person who liked saying “yes” much more than the first person.
Ultimately, there’s a lot less work for the employee who says “no” (think compliance departments). If the person says “yes,” they might have to do something and then take a risk for doing it. Frankly, it seems that some service people don’t feel like that they’re being paid to say “yes.” It’s too much hard work!
What if service people were given incentives for the “yes” answers they gave to customers and were docked pay for their “no” answers? I guarantee they’d find ways to say “yes” more often.
“Yes, I can change that for you.” “Yes, I can do that for you over the phone right now.” “Yes, I can add that to your order.” Yes, I will talk to my manager and see if we can do that for you.” How about, “YES, I can do some hard work for you even though it would be easier for me to just say no.” The result? Happy clients that go wild about you because of the surprising way you serve their needs.