I'm Positive!
Have you ever noticed how much nicer it is dealing with someone who actually wants to help you and doesn't point out all the things they CAN'T do for you? One of the more frustrating things people have to deal with is someone who spends most, or all, of their time telling you why something can't be done, why they can't have what they asked for, or why this or that can't happen. The fact is, customers, like all of us, don't want to hear what we can't have, we want to hear what we CAN have!
People react differently to negative words like can't, won't shouldn't, not, etc. than they do to positive words like can, will, etc. Some people get confrontational at the first negative word and start to develop a negative or angry mood when they hear anything negative. In extreme cases, people actually "shut down" and don't hear anything after they hear something negative! Saying you can't do something just shuts down the other person and the situation gets worse from that point on.
Even though this is not a reasonable or rational response, we still have to deal with it. So the key is to tell people what you CAN do instead of what you can't. If someone asks for "A" and you can't give him that, instead of saying I can't do "A", respond with something like "What I can do for you is.....". The customer will tend to be more agreeable and responsive if things are handled in a positive manner.
A positive approach also tends to alter the direction of a situation in a more pleasant and less confrontational direction. By being positive with a customer, you give them the impression that are there to help or assist them and they will relax and be more open to your suggestions and resolutions. When people are perceived as being negative, people respond in a negative way and are less likely to accept your responses. In other words, people need to feel or believe that you have their best interests at heart. That means treating them in a fair and positive manner.
Watch your words and choose them carefully. Make an effort to develop positive responses to all situations that contain no negiatve wording at all. Try to turn a negative response into something that sounds positive. It might sound difficult but it is easy once you are aware of it and soon will become second nature to you.
