Providing a client is difficult, but often simply vital. How to do this so as not to offend the person and maintain a partnership with him? Follow a few simple yet powerful rules.
Instructions
Step 1
Don't say no right away. First, ask the client why he wants this. Don't just ask, but ask. By explaining their desire to you, the client may understand that the offer is unsuccessful. If it doesn't, say “no” briefly and clearly.
Step 2
Do not make protracted foreplay in the hope that the client will figure it out. Just say "this is not possible." Wait for the client's reaction. Let him talk, do not interrupt him, listen in silence.
Step 3
If your refusal was not easy for the client, take a step forward: "I understand that you are upset, let's try to find a solution together." If the client is calm about the rejection, move on to the next topic, but usually people don't mind listening to your suggestions. Explain your position. At the same time, do not make excuses, do not apologize, this is how you demonstrate your wrongness and insecurity.
Step 4
Suggest solutions to the problem. Usually, a way out resulting from a joint search suits both sides.
Step 5
We suggest that you exclude some words from your speech and replace them with more successful ones. The first column contains unwanted words and phrases, the second contains recommended synonyms. Sorry, thank you.
But also.
I don't know - I'll find out.
You do not understand - I put it inaccurately.
This is not my fault, but my colleagues - I will personally take care of this.
You should have - I understand why you …
You are wrong - please, clarify, and remember that the client is not dissatisfied with you, but with the current situation, which means that getting out of it will remove all problems.
