Last week I spoke about the word "No" in negotiations this week let's discuss the opposite. The word YES is a powerful motivator that should be used whenever possible especially when it comes to customer service. It doesn't matter who you are the word YES is a very positive statement and creates strong emotional connections.
Anyone in customer service (that's everyone!) Should know that if you say YES to the customer you will be making a positive step in the long-term relationship. Everyone needs to think of how they can say YES to any request made by a resident, lender, equity partner, employee, or even an acquisition target-- collectively know as our Customers.
When dealing with a request, as strange as it may be, when cannot allow our immediate reaction to the word "NO". We need to think a little about how we turn the negative (relationship destroyer) response into a positive YES response. Maybe it requires asking a supervisor, or going out of your way a steps but we need to try to find a way to respond yes to the request.
All the great retailers of our time have made this a significant part of their model. Always try to find a way to answer YES. It’s easy to say no but in the long term the word YES will be the answer that keeps your customer forever.
Start today. Try to find a way to answer YES to all your customer requests as they come in today. Going the extra mile will make your customer happy and will likely make you feel better too.
"It's kind of fun to do the impossible." - Walt Disney (1901-1966), American entrepreneur, movie producer, showman
Thanks for Making It Happen!
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