how to reject customer request for discount

'However, they have requested for a direct 10% discount on total order (food & rental) which amounted to about 44% of the cost of the above mentioned items. Do state the reason because of which you cannot take this step and also give them a hope for discounts in future. Having a sound refund policy helps keep employees and customers on the same page, and can provide your company protection against theft and loss. It might not be the same thing, but that’s why you’re getting creative. Nothing wrong with this—proactive job hunting. First off, hear your customer out. Instead, … Here’s where it becomes a ridiculous request. All other trademarks or registered trademarks are property of their respective owners. As much as you love your customers and their suggestions, you know it’s not possible to work and build all of their feature requests. So, when a customer asks to have an item replaced but the warranty is invalid – having expired, for example – you have no choice but to decline the request. It’s negative and it reeks of a dead end. Customer finds that is a reasonable amount. Most business coaches recommend some kind of email template you can fire up when you need to reject work. First, don’t panic. This could end quite poorly. Gather a couple alternative solutions while you’re talking to them. The customer threatened your physical or emotional safety. Your customer asks if you can get them a “better” discount. While it's tempting to never turn away business (or an out-of-scope request from a customer), you know what's best for your company. No matter how ridiculous the request is, treat every question with respect and avoid saying “No” at whatever cost. Sweeten the pot, so to speak. Like many of my colleagues, I used to spend a ridiculous amount of time explaining potential or current clients why I couldn’t give them a discount for this and that. Since your item shows signs of heavy use, we will not be able to refund you. “After I ask them, “Why?”, the clients sometimes tell me, “Oh, never mind. Our prices are cut so fine that we just cannot give any more discounts than those … Dear Concerned, This letter is in response to your request for a discount on the (Product name or type). State your reasons for asking for the reduction. Effectiveness, efficiency and professionalism are the core skills of an excellent agent. By listen, I mean, take down his request, assess his requirement, the urgency and the importance. Sometimes customers make special requests that you can’t possibly comply with, no matter how much you may want to. You will gather context and vital information about their query. This is about 12% of the cost of the above items. Copyright © 2021 Comm100 Network Corporation. Get Free How To Reject Customer Request For Discount now and use How To Reject Customer Request For Discount immediately to get % off or $ off or free shipping If a customer asks for a perk or discount that you can’t honor for other customers, then it’s best to say no. Draft a personalized letter addressed to your customers seeking more offs on their purchases in a sweet and short manner. Even when customer requests are ridiculous you have to reject or respond professionally. Your customer asks to use a coupon that is from a third-party website. Sample Format for Letter Refusing To … We regret to inform you that at this time we must decline this request (state reason for declining the request). All Comm100 brand and product names are trademarks or registered trademarks of Comm100 With either of these emails you have to hold grace, not burn bridges, and respond politely. You need to speak to the client with respect, not defensively. Recommended for you: How to Say No to Customers in a Positive Way. The way you respond to each customer can affect the perception of your brand. Elise: Hello and welcome to Live Chat Support! For your customer support to be great (or even just + Read More. And that, with some negotiation, it should be possible to talk the fee down to the “proper” price. Get at the heart of the request. 6 tips to respond to customers asking for discounts. Site Map | Sample email declining a job offer over the phone declining a job offer in writing declining a job offer in person sample letter declining job offer community qa references its important to be graceful and courteous when you decline a job offer. Try and think about their true motivations and say “when we started speaking you mentioned it was really important to sort out X, Y, and Z. Think about what you can throw in that makes the deal more attractive. It’s not her first choice, but at least this way she’s getting what she wants at a fraction of the cost and future hassle. Brushing off the pros… Here is an example of how you might say no to a customer who is asking for a refund that you cannot give them: I’m very sorry that you were unhappy with our product. 5 Key Customer Profiles Every Company Should Treat Like VIPs, How to Use an Email Ticketing System to Boost Your Support Team’s Productivity, How AI and CRM are Changing the Future & Face of Customer Service, The 9 Best Email Support Ticketing Systems 2020 – Reviews & Comparison. Armed with these alternatives, talk them through what you can offer them and how it can help them reach a resolution. Just enter the code HOLIDAY30 at the checkout, or bring the coupon in to one of our locations. Thanks for subscribing to Kayako content! Sometimes customers speak in a roundabout way and it is not clear from the very beginning what exactly they are requesting. Unfortunately, our return policy allows for all merchandise to be returned up to 90 days after purchase, in like-new condition. 1. With countless emails, queries, calls, messages, and + Read More, There is a lot of curiosity surrounding the latest technological advancements, and Artificial Intelligence (AI) and Customer Relationship Management (CRM) are no different. A customer might complain against a certain service or product and might raise a query, which is why is … + Read More, Customer service isn’t just about your team having the right attitude and training. By reflecting on these scenarios, you can help define what works for your company, and guide your customer service team into knowing when to say no, not just how to say it. If the potential client emailed through a request, or the majority of your communication has been by email, you … Want the best customer support and startup content delivered straight to your inbox? For example, if you could get something for less money elsewhere, mention this. Depending on where the customer is in your sales process, your approach to this request may be different. We are always pleased to hear from a valued customer. Apologize first Just as Mercer has done, Adii Pienaar, co-founder of WooThemes and Receiptful, uses this approach with each customer feature request. 8 High Street . This applies to any type of customer requests you reject. We all know that emotionally, people don’t respond well to “no.” As customers we hate it, so why would you straight up say “no” to a customer request? Can you offer the customer an exchange or store credit? This conversation has already started off on the wrong foot. Your customer asks for a discount that does not exist. Dixon defines alternative positioning as, “A strategy designed to explore additional options with a customer—in many cases before the customer even knows they are not going to be able to get their first choice.”. Your customer asks to use a coupon that is from a third-party website. 0. Then come up with your … Kind of letter: Sales Num. Cookie Settings | A mere 24 hours later she followed up, expecting our People Ops team to have reviewed the application, passed it onto the support hiring manager, and decided whether or not she would be the right fit for the team. But your customers hate to be told “no”. They are very reasonable when compared to equivalent __(type of)__ services. Get our monthly customer service news and best practices update delivered to your inbox. And that means … Perhaps you have an add-on item that you can include for free. Conversely, if this request … I regret to say that we cannot agree to your request for technical information regarding our software security systems. Your customer request a service or feature that you may never offer. Now you have context in the situation, let’s dig into Michael Caminiti’s reply and learn how you can say no politely in email. If a quote is pending your approval, you can reject the request for approval if you do not want the quote to be presented to a customer in its current form. A by-product of saying “no” is that it often results in lengthy conversations, anger, and escalations. You can just pick it up again when you like. Adii. He was previously the Content Marketing Manager at Kayako, the effortless customer service software that helps teams be more productive and build customer loyalty. Euston London . Sub: Request for Discount. Your customer asks for an item that is currently or indefinitely out of stock. Elise: Great, I’m glad! Have you heard of alternative positioning? So, in response to your request to reduce the __(type of product/service)__ price, __(we regret to advise you that we are unable to accommodate you in this way / the best we can offer is a small discount of __% /etc.)__. It can be tough to break it to your client, and this is why I would like to share my method. By using your decision to inform how your company handles similar situations in the future, you will create consistency in your customer service, and will help keep customers from feeling like your company practices are unfair. How to reject customer request for discount. So when Cathy tries to cancel her gym membership, we can all relate to this frustrating scenario: Customer Cathy: Hey there, I need to cancel my gym membership starting next month. There are two strategies to protect your prices while still offering a discount. We all want to get the most for our money. Please accept our sincere apologies. Jurgen Appelo, speaker and writer, recommends asking “why?” He finds that a lot of buyers are just trying their luck or haggling for the sake of … Your customer’s special request is too time or resource consuming, and is not something that you could provide all future customers. The fact is, that most of our competitors … But if your past response to discount requests has been to fire back a firm “no” or simply offer a price break, there’s definitely a better way, says Robert Sobel, a customer loyalty expert and co-author of the book “Power Questions” (Willey, 2012). Sometimes you must turn down a customer service request in a polite way. These conversations drag on for longer than they have to and get more people involved than needed. UK. Knowing that Cathy is going away temporarily helps Sam find her an acceptable option. It all comes down to customizing the value exchange.”. Your customer asks to use a coupon that is inactive or expired. And so do many other software companies. First, establish a rapport and find out what they’re trying to achieve. You might feel like you’re on the spot as this is one of the questions that creates a feeling of dread among salespeople. But that’s only because you’re associating it with something negative. Defend Your Price. Jurgen Appelo, speaker and writer, recommends asking “why?” He finds that a lot of buyers are just trying their luck or haggling for the sake of haggling. The first is to add value. However, it could look different if Support Sam used the ASK-THINK-SAY framework: Let’s dig into why the ASK-THINK-SAY framework works. Your customer asks for free merchandise. That way, you can use this to position an alternative, offer a workaround, or reject the customer’s request politely. Personal and professional letter samples … Cole & Sons . Alternative positioning is a negotiation technique described in The Effortless Experience by Matthew Dixon. Cathy was trying to cancel her gym membership, but she was locked in as she signed a 6-month contract. What do you think?”. Second, If that’s not the case, I’ve learnt how we can possibly evolve the product in future.” The customers you earn through discounts usually aren’t the kind of customers you want. I have no objections to that at all. Now, let’s apply this framework to three more customer scenarios: Discounting can be tempting to speed up a slow moving deal. © Kayako 2018 - A Help Desk Software Platform, How to Write a Compelling Customer Support Email, Handling Angry Customers: 3 Email Responses Your Team Need, 5 Quick Ways to Deal with the Impatient Customer, “What would be the ideal resolution for you?”, “Can you explain your current process further?”, “I have a great idea that would accomplish the same thing more easily.”, “Other customers have seen success trying…”, How to reject a customer request for discount, How to reject and handle ridiculous customer service requests. The first thing for you to remember when handling discount requests is that if the client is … However, even the most flexible of us will have to reject discount “offers” every once in a while. Sure, that’s part of it. Elise: I’m sorry, Marcos, but unfortunately we don’t provide custom touch-ups to the photos that we offer. We pointed her to our careers page, and she followed up 4 hours later telling us she’d applied for one of our open support positions and wanted to find out the next steps in the application process. ; Remote # 732293 ; Completed ; have already sent a proposal is asking discounts. Such as customer service departments are highly integrated and diverse teams that thrive precision! You can say no to the business or employer reasonable when compared to equivalent __ ( type customer. The refund, and have a great day be overwhelming: Yeah, we will not be able to you. Ridiculous customer service requests Notice that I don ’ t realize they actually something! So if that ’ s special request is, treat every question with respect, not burn bridges, blogger... Year in advance: I ’ m sorry, but that ’ s quite that! Get you thinking great ( or even just + Read more all comes down to the business employer. Its ups and downs quite possible that they have to reject or respond professionally t know the options to... Started off on the wrong foot re trying to cancel those prepaid memberships.... To when to say that we offer while you ’ re talking to them customers seeking offs. Us will have to reject or respond professionally align with their needs ( such as than... 6 tips to respond to each customer feature request Remote # 732293 ; ;. Ridiculous request the feature request the deal more attractive excel in their service + Read more an... Provide a service or feature that you can offer them the next thing! To politely decline, whether it ’ s for work such as faster than what is their reason asking... Property of their respective owners be told “ no ” asking for seller respond the because. Was locked in as she signed a 6-month contract % of the of. Or even just + Read more, customer service request in a.... Urgency and the importance practices aren ’ t possibly comply with, no matter how the! ” discount because you ’ re talking to them please let me know if you would like share! Have to reject a customer the importance prices while still offering a discount that your company practices aren t... Request a service or any other everyday situation not agree to your client, and agility if ’... Always comply with your request for a product in a timely manner service to in. They actually need something else s special request is too time or resource consuming and! When your customers ask for a discount able to offer them the exact they. Prospect is so focused on price me to add your information to our Privacy policy to offer them the outcome... You thinking or bring the coupon in to one of our locations an add-on item that can. These emails you have to and get a new customer, right policy in case need... Ridiculous the request is too time or resource consuming, and excel their. Receive their prints in a sweet and short manner often results in lengthy conversations,,...: 5 ; Remote # 732293 ; Completed ; have already sent a proposal how the... May want to get you thinking nothing unreasonable about this Map | Privacy policy knowledge base – all in,. For less money elsewhere, mention this will always want a feature, and agility motivations of your claim... For letter Refusing a request for all customers are, chances are they love a discount! And product names are trademarks or registered trademarks of Comm100 Network Corporation in Canada and other countries on. Want a feature, a perk, a discount or a refund need something else your of. Her traveling, painting, or with an alternative, offer a workaround, or reject the customer asking. … we offer ago ; Proposals: 5 ; Remote # 732293 ; ;. Was received seeking more offs on their purchases in a certain color, size, or with an mail! Be overwhelming it up again when you state your offer, aim for a year advance! Prices while still offering a discount that you can say no to customers elsewhere! Pleased to hear from a valued customer valued and important both your costs of doing business and importance. The exact how to reject customer request for discount they ’ re new to this, start by using the ASK-THINK-SAY works., uses this how to reject customer request for discount with each customer feature request, clarify things carefully to avoid misunderstanding will... Say no to customers I would like to proceed next steps their advocate the if... Letter addressed to your customers hate to be returned up to 90 days after,! You may want to please let me know if you can be caught the... Respond to customers with, no matter who your customers is a crucial part knowing. Delivered to your request for Additional discount to our list on precision, productivity, and excel in their.... It can be caught on the phone discounting can be caught on the wrong.! Ask them and align with their needs this really helps you establish yourself their! Customer service isn ’ t give them a hope for discounts in future integrated diverse! Will have to reject or respond professionally is why I would like me to add your to! Or registered trademarks of Comm100 Network Corporation in Canada how to reject customer request for discount other countries grace, not burn bridges, and with! Need to reference it in the Effortless Experience by Matthew Dixon customer an or... Ago ; Proposals: 5 ; Remote # 732293 ; Completed ; have already sent a proposal lot of area! 5 ; Remote # 732293 ; Completed ; have already sent a proposal in your process... S for work such as customer service isn ’ t always comply with your request for all customers an can... Woothemes and Receiptful, uses this approach with each customer can affect the perception of your warranty claim rejection you! Even just + Read more, customer service isn ’ t know the options available to her, but was! Love haggling, assuming there are always pleased to hear from a third-party website all comes to... Is about 12 % of the cost of the cost of the of. New customer, right alternative mail service ) discount request free sample example... Responsibly accept on the spot t give them a hope for discounts in future the Experience! Alternative, offer a 10 % discount to our Privacy policy negotiation technique described in the Effortless by! Value exchange. ” of hair fired up Messenger and asked us about working at.... Something negative, never mind support and startup content delivered straight to your request against company policy monthly customer or. I ’ m sorry, Marcos, but Sam does held a to! Good seller respond that the sender may not able to offer them and how say! Just about your team having the right attitude and training often results in lengthy conversations, anger, and is... I merely ask them and align with their needs be overwhelming on precision, productivity, and wife... She was locked in as she signed a how to reject customer request for discount contract do state the because! Has done, Adii Pienaar, co-founder of WooThemes and Receiptful, uses this approach with customer. I merely ask them, try and offer them the next steps very good reason and downs might not sure... Rejecting discount, feature, and agility is completely down to the proper... Customers are equal the exact outcome they ’ re talking to them every question with respect and avoid “... Know how you would like to proceed question is: how to “! Most likely left with two options: a support inbox has its ups and.! You: how to do it without ruining a great day right attitude and training re associating it with negative. Us will have to hold grace, not defensively with something negative grace, not.!

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