Say "No" Creatively
I hate hearing “no.” Hate it.
Do you?
I don’t mean I hate hearing “no” in a 2-year-old, temper fit kind of way. I hate it when “no” implies a lack of thoughtfulness or an inability to put ones’ self in the place of others. I hate it when “no” simply suggests laziness and an unwillingness to try.
For instance…
In a retail store: Do you have this pair of pants in a 31x32?
“No. I’m sorry.”
At a restaurant: Can I get cheddar instead of American cheese?
“No. That sandwich only comes with American.”
In a coffee shop: Can you adjust the temperature?
“No. That’s not my job.”
On the phone: May I speak to your manager?
“No. She’d tell you the same thing I just told you.”
At a local church: Do you offer childcare for your adult classes?
“No. You’ll have to arrange your own childcare.”
I hate hearing “no.”
In fact, I believe each of the above questions can be answered differently, resulting in a positive experience for the customer or guest:
In a retail store: Do you have this pair of pants in a 31x32?
“Yes, I can order that for you.” Or – “I have these three styles in that size.”
At a restaurant: Can I get cheddar instead of American cheese?
“We only offer American cheese in sandwich slices. I can add shredded cheddar; would that be okay?”
In a coffee shop: Can you adjust the temperature?
“I can’t guarantee that it’ll be satisfactory in the next few minutes, but I’ll do what I can to make it more comfortable. Thank you for your feedback.”
On the phone: May I speak to your manager?
“Of course. I’m sorry I was not able to adequately resolve this for you. Please hold.”
At a local church: Do you offer childcare for your adult classes?
“At present we’re able to open as many rooms for children as we have volunteers to staff them. We value the safety and care of your children, so we will open rooms as we have an adequate number of leaders.”
Sometimes the answer really is “no.” But there’s almost always another way to say “no” other than “no.” This is not about “spin” or mere creative language. It is about communicating care and understanding. It is about the Golden Rule.
You remember that one, don’t you?
In what ways can you turn your “no” to a “yes?”
