Is that still the case?”, And if they come back to budget again, keep this script in your locker “If budget is of most concern, then potentially this might not be the right solution for you at this time.”. Saying no politely in an email can still give you trouble. According to independent marketing research firm, the A.C. Nielson Co., 95% of all shoppers like coupons, and 60% actively look for coupons. Instead of saying “No”, we: ASK: “Why are you looking to cancel your gym membership today?” (After poking around for awhile, she says she’s going out of town for two months and that she doesn’t want to pay for the gym while she’s away. If the potential client emailed through a request, or the majority of your communication has been by email, you … We all want to get the most for our money. It’s negative and it reeks of a dead end. What I can do is put your account on hold for $5 a month and then you don’t need to cancel and re-register your membership. Adii explains there’s two benefits to this: “Firstly, this provides me with clarity about what the user was really asking or what they really wanted, which means I can explain how they can achieve that. Network Corporation in Canada and other countries. Please let me know if you would like me to add your information to our list. In addition, their experience is that when they request a discount, the majority of their professional suppliers will start to cave-in, offering a reduction up front. But in many cases, you will be asked by your potential (or existing) customer for a price discount. “After I ask them, “Why?”, the clients sometimes tell me, “Oh, never mind. Recommended for you: How to Say No to Customers in a Positive Way. So if that’s how a bad seller responds, the question is: How does a good seller respond? There can be a lot of gray area when it comes to when to say no to customers. Is there any way that you could Photoshop out that piece of hair? Sure, that’s part of it. While great communication with your customers is an art, learning the fundamentals of communicating clearly is something that any support rep can learn. Brushing off the pros… Here are some examples of such questions we use in our customer service communication: I regret to say that we cannot agree to your request for technical information regarding our software security systems. We all know that emotionally, people don’t respond well to “no.” As customers we hate it, so why would you straight up say “no” to a customer request? Have you heard of alternative positioning? Sometimes customers make special requests that you can’t possibly comply with, no matter how much you may want to. EULA. Itemize your discount request if necessary. This eBook discusses all the essential tips for live chat agents to communicating effectively, addressing customer issues efficiently, and representing your brand or company in a professional manner. From (Company Name) (Address) Telephone: _____ (Date) To The Manager, (Company Name) (Address) Dear (Name), ADVERTISEMENTS: We thank you for your letter of _____ (Date), but feel that you find our quotations for clips, computer and ring files on the higher side. But if you really have to reject a customer request for discount because the prospect is so focused on price. Please accept our sincere apologies. Sometimes you must turn down a customer service request in a polite way. 8 High Street . Be polite when you write a letter requesting a price reduction. Connect with Isabella on LinkedIn. Here is an example of how you might interact with a customer who makes a special request that you cannot fulfill: Marcos: Hi Elise. This is so that we can make sure that all our customers receive their prints in a timely manner. Back to the example at the top. Sweeten the pot, so to speak. You need to speak to the client with respect, not defensively. I wanted to order some photos of my son’s graduation from your company, but I don’t like the way that some of his hair is sticking out from under his cap. My answer is taken from that post (but still answers your question!) So, when a customer asks to have an item replaced but the warranty is invalid – having expired, for example – you have no choice but to decline the request. If you are ever unsure of whether a coupon is valid, you can check the dates of validity, which are printed on the bottom. Privacy Policy | When that happens, here is what you should do: 1. Do not hurry to say “No”, clarify things carefully to avoid misunderstanding. Here are a couple ideas of things to say to get you thinking. Nothing wrong with this—proactive job hunting. Our coupons are typically valid for 30 days after they are issued. Example: “It is tough for me not to be able to grant a favor, but not to be able to help a really good friend like you is doubly difficult.” Give a short account of what you did to solve the problem. Here is the link to our refund policy in case you need to reference it in the future: [INSERT LINK]. Conversely, if this request … Try and think about their true motivations and say “when we started speaking you mentioned it was really important to sort out X, Y, and Z. Since your item shows signs of heavy use, we will not be able to refund you. 6 tips to respond to customers asking for discounts. Elise: I’m sorry, Marcos, but unfortunately we don’t provide custom touch-ups to the photos that we offer. Refusing a customer’s request Mrs. P Jones. Your customer asks to use a coupon that is inactive or expired. Your customer requests a service or feature that is not currently available. Fixed Price $ 20. Isabella is a freelance editor, writer, and blogger with Comm100. Elise: No problem. Second, If that’s not the case, I’ve learnt how we can possibly evolve the product in future.” Knowing when to say no to customers is a crucial part of knowing how to say no to customers. Customer Response Letter. It can be tough to break it to your client, and this is why I would like to share my method. Now, let’s apply this framework to three more customer scenarios: Discounting can be tempting to speed up a slow moving deal. We regret to inform you that at this time we must decline this request (state reason for declining the request). Think about what you can throw in that makes the deal more attractive. Declining a customer request shouldn’t be overwhelming. We are always pleased to hear from a valued customer. Support Sam: Hmm, I’m seeing you’re on a 6-month contract so it looks like we can’t do that. She wanted a follow up stat! The first thing for you to remember when handling discount requests is that if the client is … Customizable live chat with unlimited agents and chats – plus email, social media, SMS & knowledge base – all for free, forever! “Notice that I don’t say “no” to people who ask me for a discount. No matter how ridiculous the request is, treat every question with respect and avoid saying “No” at whatever cost. 2. You don’t want the news getting around that your company practices aren’t fair. Consider: What is their reason for asking for a refund? For example, if a service costs $1,200 and the customer wants a $200 discount, add another service valued at $200 and keep the overall price at $1,200. As much as you love your customers and their suggestions, you know it’s not possible to work and build all of their feature requests. Hearing him out lets your customer know he’s valued and important. Here is an example of how you might respond to a customer when you need to say no to a discount: Thank you for contacting us! Then you’re most likely left with two options: A support inbox has its ups and downs. Collectors are no different. Cookie Settings | Even when customer requests are ridiculous you have to reject or respond professionally. Your customer request a service or feature that you may never offer. Manager . I have no objections to that at all. Jurgen Appelo, speaker and writer, recommends asking “why?” He finds that a lot of buyers are just trying their luck or haggling for the sake of haggling. You can't always say yes. How to reject customer request for discount. If you explain how your policies benefit your customer and not just your business, then your customer will be more receptive and understanding of your reasons for telling them no. By using your decision to inform how your company handles similar situations in the future, you will create consistency in your customer service, and will help keep customers from feeling like your company practices are unfair. But let’s start more broadly with a scenario we can all understand before we dig into rejecting discount, feature, and downright ridiculous customer service requests. We believe this is an excellent idea, with the following considerations: Return the message in the format it was received. Here’s where it becomes a ridiculous request. Sometimes customers speak in a roundabout way and it is not clear from the very beginning what exactly they are requesting. Your customer asks for an item that is currently or indefinitely out of stock. Free sample and example letters. If you’re new to this, start by using the ASK-THINK-SAY framework. Can you say no to the refund, and yes to something else? By reflecting on these scenarios, you can help define what works for your company, and guide your customer service team into knowing when to say no, not just how to say it. I’ve answered this in a blog post which details the psychology and fundamentals of rejecting customer requests. All other trademarks or registered trademarks are property of their respective owners. Get our monthly customer service news and best practices update delivered to your inbox. Kind of letter: Sales Num. She is passionate about helping people, teams, and organizations grow into their full potential, and excel in their service. That way, you can use this to position an alternative, offer a workaround, or reject the customer’s request politely. I have attached a current holiday coupon to this email – it is valid for 30% off your entire purchase from now through the 30th of December. Dear Mrs. Jones, Thank you for your enquiry of 25 August. Instead, … Perhaps you have an add-on item that you can include for free. It can be a source of pain with angry customer emails that feel like a punch to the gut, or you can have the more comical and ridiculous customer service requests that make you think, “I can’t believe you’ve asked for that.”. Businesses must have strict warranty rules to be fair to all customers. © Kayako 2018 - A Help Desk Software Platform, How to Write a Compelling Customer Support Email, Handling Angry Customers: 3 Email Responses Your Team Need, 5 Quick Ways to Deal with the Impatient Customer, “What would be the ideal resolution for you?”, “Can you explain your current process further?”, “I have a great idea that would accomplish the same thing more easily.”, “Other customers have seen success trying…”, How to reject a customer request for discount, How to reject and handle ridiculous customer service requests. 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