See Andy's other stuff:
Do you have policies that force you to say “no” to customers?
It’s awkward and it makes the customer grouchy — even when you have a reasonable reason to do it.
Turn it around with a simple explanation. Sharing why you do what you do turns the moment from a negative confrontation to building a connection. The customer feels included instead of rejected.
Look at how Amazon does it:
P.S. This works for little kids too.
My company, GasPedal, builds peer-to-peer communities for people leading meaningful change at the world's biggest companies, including SocialMedia.org.
I teach word of mouth marketing. My New York Times bestselling book, Word of Mouth Marketing: How Smart Companies Get People Talking, is full of practical, how-to tips on how you can get more people talking about you tomorrow. Learn how to rally fans for your business, your art, or your cause.
Book site | Amazon
I taught word of mouth marketing at Northwestern University and internet entrepreneurship at the Wharton School of Business. I’m a serial entrepreneur who founded and advises startups and nonprofits. And I’m a rabid purist on the topic of marketing ethics.
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