Video: Never Say No to a Potential Customer

by / ⠀Startup Advice / October 16, 2012

Tip #109:  Never say no to a potential customer

Never let your employees (or yourself for that matter) answer a customer or client’s question with “no.”

“No” is a conversation ender and what you really want are conversation extenders.

Case Study:  Recently while I was sitting in the reception area of Pilates on Fifth, an exercise studio run by sisters Kimberly and Katherine Corp, a woman walked in and asked the receptionist, “Do you have yoga classes here?”  Instead of saying “No, we don’t,” which would be the natural response since they didn’t offer yoga, the receptionist said “We have Pilates, and Cardiolates.  Have you ever tried Cardiolates before?”  This caught my attention because it was not the response I had expected and it was very clever.

The woman then asked what Cardiolates was and signed up for a class for the next day.  By simply finding a way around saying “no,” the receptionist recruited another client.

Content via MSNBC Your Business

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About The Author

Matt Wilson

Matt Wilson is Co-Founder of Under30Experiences, a travel company for young people ages 21-35. He is the original Co-founder of Under30CEO (Acquired 2016). Matt is the Host of the Live Different Podcast and has 50+ Five Star iTunes Ratings on Health, Fitness, Business and Travel. He brings a unique, uncensored approach to his interviews and writing. His work is published on Under30CEO.com, Forbes, Inc. Magazine, Huffington Post, Reuters, and many others. Matt hosts yoga and fitness retreats in his free time and buys all his food from an organic farm in the jungle of Costa Rica where he lives. He is a shareholder of the Green Bay Packers.

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