In the world of customer service, the word “no” acts as a barrier that shuts down communication and ultimately stifles solutions. As Dr. Nido Qubein, a renowned motivational speaker and entrepreneur, said, “I always start with a yes. It doesn’t always end that way after we’ve done the study, but a lot of people start with no.” (See customer-experience expert Shep Hyken’s article, “Start With YES … Even If It Doesn’t End That Way,” for more.) This quote encapsulates the essence of approaching customer interactions with an open mind. When you start with “yes,” you open the door to dialogue, to understanding, and ultimately, to better outcomes for both the customer and your business. Let’s take a moment to explore the importance of avoiding “no” when working with customers, and how you can adopt a “yes” mindset to transform your business’s customer experience.
Create an Open Dialogue
When a customer approaches you with a request or concern, you should instinctually start with “yes” to set a positive tone. This signals to the customer that you are willing to listen, consider their point of view, and work together towards creating a solution. Even if the final outcome doesn’t manage to fully align with their request, your initial positivity will demonstrate your respect for their input and for fostering a collaborative environment. As we’ve mentioned in previous blogs, many customers simply want to feel heard even more than they want remuneration. Indeed, when you attempt to understand where they’re coming from, or you offer to explore options with them, you invite customers into the conversation rather than closing the door with a flat “no.”
Use Creative Problem-Solving
When you lead with a “yes” attitude, you encourage both your team and your customers to think creatively about possible solutions. This is a great way to overcome limitations and instead shift to your mindset to explore opportunities. This approach allows for a more thorough examination of whatever the situation might be, which will ultimately lead to innovative solutions that might not have been considered otherwise. If a customer makes a request that seems impossible at first blush, an open mind can find new avenues for resolution, which may end up being a boon for everyone involved. What you learn might then be useful for future customers!
Build Trust and Long-Term Relationships
At the end of the day, starting with “yes” is not just about resolving an immediate issue; it’s also about building and fostering long-term relationships. Customers who feel heard feel valued, and are more likely to return and recommend your business to others. By consistently responding with “yes” to their ideas, you demonstrate that you prioritize their satisfaction and are committed to finding the solutions that work best for everyone. Over time, this strategy will build a loyal customer base that sees your business as a partner rather than just an impersonal product or service provider.
Conclusion
The power of “yes” in customer service can’t be easily overstated. It sets the stage for creating an open dialogue, for encouraging creative problem-solving, and for building the trust necessary for long-term relationships. As a manager, it’s critical that you lead by example, both in how you interact with customers yourself, and well as how you guide your team. The power of “yes” should permeate all levels of your company.
Consider implementing mystery shopping as a tool to evaluate how well your employees handle customer interactions, particularly with requests or objections. By fostering a culture that starts with “yes,” you can pave the way for a better customer experience and, ultimately, a more successful business.
Let’s team up to make your goals a reality. Reach out today, and let’s create the kind of yes-first company culture that’ll build long-term growth and success!
