Do you want peas or corn? NO! Put on your boots, it’s raining. NO! Here is the cookie you asked for. NO! 

If you have ever been graced by the presence of a two year old, you are sure to have been exposed to the “NO!” game. This is less about intentionally causing a hair-pulling level of irritation, and more about developing their ability to assert themselves. While the era of “NO” can be difficult, it is a necessary phase for development.

Most of us outgrow this stage as we age, however, when faced with a situation that grinds our gears as customers, we have the temptation to regress. No option is adequate. Nothing can be said or offered to avoid the impending temper tantrum. Meltdown mode commenced. 

I was in a tricky situation with a customer. The replacement transmission was delayed three weeks due supply chain issues. The customer was a single father, with three small children that he had to get to school and daycare. His vehicle that was down was not only his only mode of transportation, but also his work van. I listened, I took in what I believed to be the bottom line issue. I thought that I “heard” him. This was an extreme situation and I was prepared to make a concession for him. I assumed that not only was he frustrated with the situation, but that his two year old wouldn’t put on the boots or eat the cookie. I wanted to make sure that the unavoidable position he was in affected his day to day as little as possible. I offered to cover a rental vehicle for him. He told me, “No”. The only acceptable solution was to overnight a transmission on that specific day. One, the unit was incomplete, two, we do not have the ability to overnight freight of that weight, and three, I was trying to talk to a brick wall. 

I was able to rush the build. The customer never accepted additional assistance. To this day, I do not know how the kids got to school or what he did for work. I simply know that he’s back on the road and I lost the “NO” game. 

What can you do as a service rep to win at an adult game of “NO”:

• • This or That: Do not provide open ended questions. Opening the door for unreasonable demands will make you become a naysayer. Give options that are feasible and address the customers direct issues rather than any extreme demands. Would you like milk or water? The answer still might be no but at least you are not whipping up a chocolate shake with whipped cream and cherries on top. 
  • What Do They Really Want: Sometimes the customer wants nothing more than to feel heard, and feel like you care. That costs you and company nothing other than a little time and empathy. In the event that requests are made, let the customer know what you can do. Not what you can’t. Use these opportunities to WOW the customer by being their ally rather than their enemy. Snow boots might not be your first choice on a rainy summer day, but if they keep the feet dry, roll with it. 
  • Acceptance: The best way to win a hardcore game of “NO” is not to play. If you are faced with a customer that refuses to accept any of your proposed options, stop. Do what you can to make the situation right. Express your helpful actions and keep the customer informed. At the end of the day you will know that you did everything you could to remedy the situation. And maybe, once the dust is settled and the temper tantrum is over the customer will realize that you are the hero. They will enjoy the peas, and the corn, once on the plate set in front of them.

As service providers, our goal is to make happy, satisfied customers who will sing our praise and return time and time again. Do everything in your power to make this a reality, however, acknowledge when you are stumbling through the dark, stepping on tiny Lego pieces, and that it’s time to call it quits and go back to bed. 

I can’t decide between peas or corn for lunch today, so I’ll go with brussel sprouts and then thoroughly enjoy that cookie I have been eyeing up since breakfast.