Saying a tactful “no” to a customer can be your best ally in the service industry. It can leverage an everlasting partnership and cement your role as the advisor that you were meant to be.
The axiom “the customer is always right” is imbedded deeply into our society, therefore it seems that that should be the default course of action no matter how asinine a request. The question is, is this really helpful to anyone: you being steamrolled and them getting the lackluster content they wanted? The answer is a firm, resounding no. The rationale behind why, is both very clear and not so clear.
For that reason, we’ve broke down why being extremely agreeable is simply not a good practice and how a sensible disagreement is the better route.
Meet Justin Gray
Justin is a serial entrepreneur and the CEO and founder of LeadMD, the world’s largest revenue operations agency having implemented over half of the Marketo user base. Justin has made a career of launching successful companies and scaling them, with successful exits of over 200MM+ in the last decade. Justin’s latest endeavor launched in 2016 when he co-founded Six Bricks an online learning startup designed to combat employee and customer churn through experience-based education. Over the past 10 years, Justin has emerged as a strong voice for entrepreneurship, marketing and culture. As a recognized speaker, Justin has been published over 350 times in industry publications and holds his own column, Tribal Knowledge in Inc., while writing for Entrepreneur, Tech Crunch and others. Justin and his wife Jennifer met over marketing and three years later welcomed their son, Grayson, into the world in April of 2017.