A customer made a stupid request – and he’s totally serious. How do you respond?
If the request isn’t a threat to his or your safety and well-being – and is just a dumb thing to want – take these steps to steer him straight:
- Clarify the request. Just in case you misunderstood, repeat it and ask if you have it right.
- Play it straight. Explain what can or will go wrong if you do what he has requested. Example: “If I customize the item to that shade and size, it’s likely it won’t perform as well as the products you’ve had in the past.”
- Suggest an alternative solution. Give the customer one or two other ideas that you can guarantee will meet his needs. Say, “What I can do in this situation is order the basic model, and get you the upgraded maintenance package. That works for almost all my customers.
