Saying No with Confidence: Tips for School Business Managers and Support Staff
Early in my career of providing customer service, communicating NO was something I dreaded. I would have preferred to bungee jump naked off the roof of the Geelong library than have to tell a customer NO. I don’t do heights, falling isn’t high on my list of fun activities, and I REALLY like clothes, so yes, that’s how much I disliked saying NO.
As a School Business Manager or member of an Education Support Staff team, you may find it challenging to say NO to parents, students or other stakeholders. But fear not! Saying NO can actually be a great customer service technique.
As time (years) went by, I gained a lot of experience in saying NO to customers, and today, NO is no longer a problem. In fact, saying NO to customers has some very positive side effects. Before you read the three positive side effects, you, first of all, need to remember the following:
Body Language – Your actions speak louder than your words
Tone of Voice – It’s not what you say but how you say it.
The above is essential to remember when saying NO because, as Prof Albert Mehrabin (Author of Silent Messages) has helped us understand…
- In a face-to-face situation, 93% of your customer’s perceptions of how you feel and what your attitude is will come from your body language and tone of voice.
- When we say NO to a customer over the telephone, 85% of our attitude and how we feel is conveyed via our tone of voice.
Here are three reasons why saying NO can be a great customer service technique:
- Saying NO can help you add unexpected value. If you don’t have what a parent or student needs, don’t be afraid to offer alternatives that may be outside of what you provide. For example, you could direct them to other schools or resources that may better suit their needs. By doing this, you’re showing that you’re honest and helpful, which can lead to positive word-of-mouth referrals.
- Saying NO can help you manage unrealistic expectations. Some parents or students may demand things that are simply not possible or within your control. In these cases, it’s important to be assertive, not aggressive. By providing factual reasons why you can’t meet their needs, you’re demonstrating that you know your school and its services well. This can help build trust and credibility with your stakeholders.
- Saying NO can help you think about future needs. While saying NO may mean that a parent or student has to adjust their expectations or go elsewhere, it’s important to make it easy for them to stay or come back in the future. For example, you could show them your school’s online resources or add them to your database for special offers and newsletters. By being proactive and helpful, you’re demonstrating that you care about their needs and want to build a long-term relationship.
Of course, we can’t please every parent, student or stakeholder all of the time and saying NO can change how a customer behaves. You might see disappointment, hear “salty” language, or some customers will do their best to make you feel totally responsible for their inability to get what they want.
Remember, saying NO is not personal – it’s about the situation. So, say NO like a pro by being assertive, not submissive or aggressive.
If you’re looking to improve your Education Support Staff team’s communication skills and become experts at saying NO like a pro, contact Just For Schools today.
Our ESS Communication Excellence training is designed to help your team brush up on their face-to-face and telephone communication techniques, both verbal and non-verbal, so they can confidently handle any situation with stakeholders. Don’t wait any longer to provide your team with the tools they need to excel in their roles. Book our training today and see the positive impact on your school community!
By Cate Schreck, Author of The A – Z of Service Excellence