Try the Can-Can Instead of Saying “No”

No one wants to hear the word “No.” And with service consultant Richard Gallagher’s can-can approach you can say “no” without ever uttering that dreaded word.

Here’s how it works:

The can-can is a two part response in which you acknowledge what you can acknowledge and offer what you can offer.

For instance, if you were working in a retail setting and a customer requested an item which is out of stock you might say, “I can totally understand that you want X, and I wish we had it available. But I can give you Y, which a lot of customers have tried and been very happy with.”

The key to success with the can-can is knowing what you can and can not do for customers.

More practical tips for service professionals appear in the March issue of Customer Communicator newsletter.

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