Too Many People Are Googling For Ways To Tell Their Customers “No”
They’re missing the point entirely.
There’s a growing feel-good philosophy in customer support that manages to be both enormously unhelpful and ineffective at once.
“When you want to be honest and helpful, there are situations when you need to say “no” and make it clear.”
In other words, hang up on your customer…politely?
I can’t imagine how we would have ever built a customer base at ProdPad if we took that kind of advice. Telling customers what you can’t or won’t do for them is not customer success. It’s lazy customer support.
At ProdPad, we don’t see customer requests as something to be accepted or denied. We don’t even use the word “no” with our customers. We process every request that comes our way as:
a.) An opportunity to educate our customers
b.) Feedback for us
Then we use that to either to communicate what we can do for them and how we can solve their problem or log it as feedback to help us improve our product.
There is a constructive space in between “yes” and “no” — here’s how we’re using it to grow our business.
