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“Make ‘em say yes and never allow them to say no.”
Sadly this is being taught in many sales cultures, but don’t be too quick to judge the customer service representative. He probably is doing what he was trained to do. After all, he was just overcoming stalls and objections, right?
There are a couple of issues here. We are in business to serve people and we should learn how to serve people in love. That means that we respect them. We put their needs ahead of our needs. We serve them. We are patient with them. We are kind to them, gentle with them, not rude, prideful, or boastful. We always trust and hope that they will make the best choice for themselves. However, it is their choice to make! Allow them to make it regardless of how you see it. They have the right to be who they are.
We are not in business to serve ourselves. There are a lot of people and companies who are self serving but every customer has the right to say “No” and we need to respect their right to do so. We also have the right to say “No” and we all need to learn how to do it better without moving against other people in an aggressive manner or tone. Don’t be afraid to say “No” and allow people to tell you “No”. Do not be quick to ask and then slow to hear “No”. This attitude is rude and self serving and will not build long term trusting relationships- not in business and not even at home. The money in business comes through a trusting relationship. Those people who focus on the relationship will have more money through time.
If someone wants to cancel your service, I agree, that’s bad. But it is not the time to give him all the talking points about why he should not. Cancel his service fast as you can because that what he wants and you are there for him. He is not there for you.
After you cancel his service, you may ask for permission to ask him a few questions, but do not judge him. Tell him he probably made the right choice for himself and you really hate to see him go, but ask him what was it that made him come to that decision. Do not ask why. “Why” is judgmental. “Why” implies, “What’s wrong with you?”
If he answers and you start communicating, you may be able to salvage it, but he does not have to answer because he has the right to say “No” without explanation. However, we have the right to ask and he has the right to decline to answer. Respect his choice and love others. Love is just a behavioral choice. You choose to treat someone with respect even if they don’t deserve it. Love always wins regardless of the business outcome.