That would demonstrate that they know the menu well and care about your experience. Any reasonable person would.Ī good waiter would follow up by asking what else you like in order to recommend an alternative. You would be annoyed if the waiter just told you, “Sorry, we don’t have that!”īut if he explained that it was a seasonal dish and the ingredients aren’t available, you could understand that. It would be the same if you go to a restaurant and they were out of your favorite dish. However, if you position yourself and your words to show your customer that you’re capable of helping them, they are more willing to stay and listen. That flood of emotion overwhelms their logical reasoning, making them both unable and unwilling to listen to whatever you might say next.
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Starting off an interaction with a denial or refusal kicks off a biological process in your customer’s brain: the brain releases dopamine, which fuels anger and disappointment. There’s another good reason to avoid Option 1: People don’t respond well to the word “no.”
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We take the time to communicate that we don’t lack functionality, we’re just solving the problem differently. This is how we bring potential customer over to our side. The truth is that customers usually have no idea what the solution to their problem is – all they know is that they’re having one.
Get off a stuck level in restaurant rush how to#
– How to build a product roadmap everyone understandsĮssentially, we’re differentiating between a roadmap and a Gantt chart, which is project management functionality that we don’t touch. The roadmap is meant to show you which areas of focus (sometimes called Themes in the Agile world) you’ll be working on at various time intervals.) We stick to the time horizons of ‘Current’, ‘Near Term’ and ‘Future’ (though these can be renamed) as they are more appropriate for a roadmap than a 4-quarter style or detailed release plan. We don’t have dates on our roadmap, as we find it helps keep the purpose of the roadmap focused.
Get off a stuck level in restaurant rush software#
Our software doesn’t support these functions.” “No sorry, we don’t have Gantt charts because that falls under release planning and project management. “Hey, where can I set up a timeline or a Gantt chart on my roadmap?” And when they don’t find it, they email us: People come to ProdPad expecting the same project management features they see in all the other product roadmap tools they’re looking into. If anyone would have to say “nope, sorry” a lot, it’s me. [bctt tweet=”There is a constructive space in between “yes” and “no” in customer support. There is a constructive space in between “yes” and “no” – here’s how we’re using it to grow our business. Then we use that to either to communicate what we can do for them and how we can solve their problem or log it as feedback to help us improve our product. We process every request that comes our way as:Ī.) An opportunity to educate our customers We don’t even use the word “no” with our customers. It’s lazy customer support.Īt ProdPad, we don’t see customer requests as something to be accepted or denied. Telling customers what you can’t or won’t do for them is not customer success. I can’t imagine how we would have ever built a customer base at ProdPad if we took that kind of advice. In other words, hang up on your customer…politely? There’s a growing feel-good philosophy in customer support that manages to be both enormously unhelpful and ineffective at once: “When you want to be honest and helpful, there are situations when you need to say “no” and make it clear.”