Saying No to Customers

Cathy Stucker

Visitors: 502

It happened again, just the other day. Someone called, ready to order a product from me-and I talked her out of it. Does that sound crazy to you? Maybe it is, but I think it is a good business practice, and it is the honest and ethical thing to do in some circumstances.

In this case, the product she called about wasn't right for her. I would rather not make that sale than have a customer who is unhappy with her choice to buy from me. Will she return and buy something else someday? Maybe. And if she does, she knows that I will be looking out for her best interests-not just to make the sale.

Although I don't want to give the impression that this happens all the time, it has happened before. Sometimes I recommend an alternative product or service, such as suggesting that a class might be more beneficial than a consultation. Other times, simply offering honest answers and information helps the customer decide whether or not a purchase is right for them. I won't refuse to sell to a customer, but I will always be honest with them.

What reputation do you want to have-that of the person who will sell anything to anyone, or the person who will make an honest effort to best meet the needs of your customers (even if that sometimes means not making the sale today)?

Copyright Cathy Stucker. As the IdeaLady, Cathy Stucker helps authors, entrepreneurs and professionals attract customers and make themselves famous. Get resources such as free articles, online courses , marketing tips and more at Cathy's Web site,


Article Source:

Rate this Article: 
Getting to Know Your Customers - Happy Customers Make for Happy Profits
Rated 4 / 5
based on 5 votes

Related Articles:

Poor Customer Service - Are Your Customers Driving Away Other Customers

by: Rick Weaver (April 05, 2005) 
(Business/Customer Service)

How Buying New Customers May Be Costing You Existing Loyal Customers

by: Leanne Hoagland-Smith (April 14, 2008) 
(Business/Customer Service)

Customer Service – Customers Serving Customers?

by: Scott Lindsay (March 27, 2007) 

Dissatisfied or Rude Customers Can Be Satisfied Customers

by: Patricia Weber (February 24, 2005) 
(Business/Customer Service)

Customers Aren’t Always Right! Why It Pays to Challenge Customers

by: Steve Martinez (August 05, 2006) 

Are Your Current Customers Helping You Get New Customers?

by: Bruce A. Tucker (March 18, 2008) 

Customers' First Impressions - Are Your Customers Invisible?

by: Mike Dandridge (May 03, 2006) 
(Business/Customer Service)

Be Where Your Customers and Potential Customers Are

by: Angela Paula (October 12, 2010) 

Connect to Your Customers Through Your Customers

by: Ron Kaufman (October 04, 2006) 

Getting to Know Your Customers - Happy Customers Make for Happy Profits

by: Sandy Curtis (December 13, 2007) 
(Business/Customer Service)