Jenny discovers a more confident way to say “no” to a customer.
"Regrettably, we can't do that," Jenny said
The customer gave her a sour look and turned away. Jenny felt terrible.
She dreaded having to say no to customers, and using the word "regrettably" (which was a bit of a habit) made her feel even worse.
She wished there was a way to say no without sounding so negative.
Then she discovered the 3-Step process. The first step is to be clear and assertive with the "no", without using wishy-washy words and phrases like "regrettably", "unfortunately", or "I'm afraid". The second step is to give the reason why you can't give the customer what they want, and the third step is to end with something positive, something that you can do, even if it's just giving some advice.
Jenny tried it out the next time she had to say no and noticed how much more confident she felt and how much better the customer took the obvious disappointment that he wasn't going to get exactly what he wanted.