The customer is always right. If I knew that I was so if that were true, then decisions would be easy. There would be no need ever to contemplate saying no. But the reality is that you know, and I know the customer isn't always right. customer can be wrong. So it's a particularly tricky one, and therefore needs a lot of care and thinking through.

Often even if the customer is wrong, the right thing to do is to say yes. So what are the circumstances where you need to say no? Well, clearly this will depend on the organization you work for, and whether your customers, our clients of a public sector or not for profit, social organization, or when commercial customers. However, every organization draws some lines. And those are usually about disrespectful behavior, even physically intimidating behavior, which some customers seem to be fully capable of. However, no matter how disrespectful your customer is, you've got to maintain a respectful attitude.

Even if you are saying no. If you do need to say no, you need to make sure that other people in the organization are aware that you've made the decision and are aware that you prepare carefully for that note. And sometimes, depending on the circumstances, it can be very important not to do it on your own, but have someone there, not just for emotional, possible physical support, but as a witness, that you have acted in a fully professional manner and you have been reasonable and respectful In the way that you have said no. Customers also need a because and where appropriate if behavior hasn't been hugely disrespectful, offering alternatives is going to be important. But if you do need to say no to customers, then make sure that you plan it very carefully. That said, customer complaints can be massively unreal, unreasonable.

Saying yes to massively unreasonable complaints can be a huge boost to your business. So going that extra mile, doing the unreasonable for your customers can win you over an unhappy customer into an absolutely loyal fan. So saying no to customers is all about assessing the risks, the rewards and the organization standards. And finally, it's about preparing carefully and making sure that the way you do it is entirely respectful.