Let's Review: The Answer is Yes, or No Problem,

When you're in the service business, nothing is more irritating than bad service served up to you. So let's review:

In a service business, the answer is yes. Even if the answer is no. Yes says you're listening. Yes says you'll try. Yes says you're thinking about how to achieve the goal. Even if the way to the goal is DIFFERENT than originally conceived.... yes says you care about THEM not you.

So please, people for whom I am the client, understand that this is our point of view.

And if you can't bear to say yes to me, please say "no problem" or "let me get back to you."

Comments

[About Season Five]

A client once received a call from a television producer who wanted to do a feature profile on the company for the evening news. He said - I'll check my schedule and get back to you. By the time I had followed up (an hour later) the opportunity had been lost and given to the next company in line who said yes. I told my client the same thing -- the answer is yes (even if you need to go back and say no after you have all the information).