How to Say No Without Saying No. Yes!
| Published: May 24, 2013 | Comments
Recently, I watched a Disney ‘cast member’ turn people away from a reserved area for 45 minutes without ever using the word “no.” She instead would say, in a very pleasant voice, “This section is reserved but if you go this way (she would clearly point out the area), you will find a good viewing area close to the person wearing the (pick a color) shirt.” She handled this so adeptly that I never once saw a Disney customer walk away upset. Lesson? Offer the customer a solution, not a roadblock.
Disclaimer: Two weeks ago I was treated to a weekend at Disney as a speaker and guest. I have an article coming up early next week about the experience at FastCompany.com and what companies can learn about customer service from the home of the world’s most famous mouse.
Yes, you can!
Former rock radio diva turned serial entrepreneur Dayna Steele, provides tips, one at a time, with her vast network of friends, family, and followers. ICMI shares Your Daily Success Tip each week.
Customer Experience, People Management
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