My favorite customer service phrase is, “It works best if…”
It’s a more positive alternative to saying, “You can’t…” or worse, “We can’t…”
Sometimes a client will make a request of you that goes completely against your way of doing business. Â In almost all cases, it’s probably because the customer doesn’t know what they really want, or don’t know what they are doing, or both.
I find that it works best if I educate the client on how I normally conduct business, and layout the entire process from beginning to finish. Â I explain to them why those processes are in place, and how it will benefit them in fulfilling their needs.
In most cases, the client is relieved that a process is already in place and will drop their proposal to go with mine.
In rare cases, a client might refuse to concede, and stubbornly want to do things their way. Â In which case, I have no trouble turning them down. Â Such a client can only lead to trouble. Â Admit it, we’ve all been there.