.JPG)
There are times when we must tell our clients ‘no’, but how we tell them makes a huge difference. We must always be careful how we answer client questions and answering “directly” is often a mistake. I am not saying be evasive, but instead of saying “no, I can’t”, pause, review, and respond with “I can,” “I can offer,” “We can offer,” “You may,” “If we can…, can/will you...” etc. Generally, with any client concern where we know the answer is going to be “no” or otherwise a negative, you will want to explore the client’s issue more deeply and respond to her question with a question to identify the root concern and try to rephrase a response to the issue in a way that benefits the client. (but, that is technique for a future tip).
The idea here is to always address the client in a positive way, doing so gives action and direction where as responding in the negative creates obstacles; thus, whenever we are tempted to say “no”, pause and attempt to rephrase with “can”, “may”, etc. Client’s want to know what “can” be done and how it will “benefit” them.
