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.