Video:

Saying ‘No’

13 June 2022

Saying ‘No’

A short video offering a simple technique for saying no in a positive and helpful fashion...

Sometimes we just have to say no to the customer – and for many of us that’s quite a difficult task. We want to help; we are conscientious; we want to give the best service we possibly can. And sometimes we don’t have the resources, or the skills, or even the permission to say ‘yes’, so we have to say ‘no’.

So for those of you who find this difficult, this simple technique might help. It’s called the A,S,S technique, or in short, the ASS technique. So as an acronym it’s quite easy to remember – ASS – and it’s the first three letters of ASSertive, and it is an assertive approach, but one that I think is friendly, and quite helpful. So what do the letters ASS stand for?

The A stands for Acknowledge. So acknowledge the request of the customer. They want to feel that they are being listened to, and that their request is reasonable, which it probably is from their perspective – it’s just that we’re not able to deliver. So acknowledge their request – something like “I can see that’s important”, “I can see how important that is for you”, “I’m sorry that’s not been available to you”…whatever it is that makes the customer feel valued, respected and listened to. So the A is for Acknowledge – acknowledge the request.

The first S – the second letter – is Say No. You have to say no, because that’s what you need to close the conversation. Say no, but give a reason. If you put yourself in the customer’s shoes – if you were the customer – and someone was saying no to you, you’d feel it was important for them to give you a reason. After all, if you think your request is reasonable, then you want a reason for it not being accepted, So say no, and give a reason. So “I can understand that’s an important requirement, I’m unable to do that, for the following reasons…because.

And the third letter, the second S, is suggest the next best alternative. Because there will be one. There will always be something else the customer can do if you are not able to provide the service they want, So “I’m sorry we’re not able to fit the new door for you, but if you contact XYZ, they fit those kind of doors for you.” So the sequence runs like this:

  • acknowledge – “I can see why that’s important”
  • say no – “I’m sorry we’re not able to deliver that, because…”
  • suggest the next best alternative – “however, if you contact this number they will be able to put you in touch with someone who can help”

So ASS: acknowledge, say no with a reason, and suggest the next best alternative.

More L&D videos for you...

15 March 2023

Brick, Splash, Bucket
A metaphor for managing overload... 4 possible options... and in particular, how the impact of time spent on tasks may make a crucial difference…
Brick, Splash, Bucket open »

2 March 2023

Discipline & Time Management
Motivation, strategy and discipline; 3 key factors which make a significant difference to the likely success of any activity... but when it comes to time management, discipline is by far the most important of the 3.
Discipline & Time Management open »

4 February 2023

Estimating Durations
Sometimes you are given a new and complex task and you have no real idea of how long it will take, and so no way to estimate duration. Here’s how.
Estimating Durations open »

3 July 2022

Customer Service Grid
Four key factors your organisation needs to get right to please and retain your customers; your core and ancillary services, and your standards and targets
Customer Service Grid open »

24 April 2022

LSA
How can we consistently make a positive impression on others? This video shows you how...
LSA open »
would you like to write for us?... please get in touch :-)

Related courses & resources...

Don't like to email?...
That's ok. We love to pick up the phone.




... Or you can message us on whatsapp.

We'd love to e-meet you... let’s go for a virtual coffee :)

For workshops and coaching sessions, you can check availability & book using the form below. Pay now online, or later by invoice - it's up to you.

AQA client logo
Arc Hospitality client logo
Octagon Theatre client logo
West Lancashire Borough Council client logo
Bentley Motors client logo
LiveWire client logo
University of Derby client logo
Cumbria Museums Consortium (CMC) client logo
Merseytravel client logo
Alex Monroe client logo
Bumblebee Conservation Trust client logo
NHS England client logo
Weaver Vale Housing Trust client logo