When you’re confronted with a situation where you need to tell your client that you can’t get them what they want, it can be hard to come up with a proper game plan. Saying no is never a desirable solution, and it’s up to you to make the best of it even when it’s a challenge to do so. Fortunately, there are some acceptable ways to tell someone that you can’t help them. Here are a couple of tips that can help you perfect your “no” techniques today.
Let Them Be Angry
No matter how a client feels, it’s justified. When you have to tell them something they don’t want to hear, often the reaction is not mild. Sometimes it really ticks off your client, and they go off on you in an over the top way. While letting them say what they need to say can help them feel better, don’t take it for too long. It doesn’t help anything. Instead, redirect their anger to the problem. Let them know you understand how they feel, and why they feel that way – but in the end, make sure that you’re working on a solution that works for both parties involved.
Be the Problem Solver that You Are
You’re probably good at what you do because you’re a good problem solver. This is the opportune time to use those problem solving skills. Let the client know that you can’t get them what they want, and then start asking questions. Ask them what else is important to them right now, and ask how you can help them reach that goal. Maybe a client can’t afford the closing costs on a house. This means it’s up to you to find an alternative. Can you tack on the costs they can’t afford on top of the loan? Can they qualify for a little extra cash to pick up the difference? Whatever you can do to make the situation better will make the client happier.