Mauro Libi Crestani: YES – YES – YES – YES – YES

By Mauro Libi Crestani. Every company should train their employees and managers to learn the power of the word ‘yes’. Business initiatives should be adapted where this word becomes not only the only acceptable word but becomes internalized within the fabric of the company. This will not be an easy change but will show great benefits in customer satisfaction and in more sales during negotiations.

When a customer has certain complaints and you agree then there really is no where for the customer to go. Responses to complaints might go like, ‘Yes, I understand why you would feel that way. How about we try this.’. By agreeing with the customer without admitting guilt, you have let the customer know that you own the problem. You are going to ‘make it work’. There is nothing left for the customer to argue about. They feel heard and that their complaint has and will receive its due attention. Satisfying an upset customer has its value. Internal marketing is sometimes just as important as external marketing.

If your employees have some issues in the office , your best response should be using the power of yes — and say, “Absolutely, we will make it work,” because it truly was the absolute best way to create buzz and excitement in the office.

I read this review online and think every company should want such a review. But never, ever, have I experienced such an accommodating, do anything, never-say-no, begin with the power of yes staff as the one that Chef  ……I was blown away by their helpfulness and their unbridled commitment to excellence. They were truly invested in helping me achieve success with our event because that meant their success as well. I asked for many things and needed the help of many staff members over the course of the week. I never heard the word NO once. Every request was met with an enthusiastic embrace of the power of yes.

During a negotiation try to get the customer to use the word YES. Ask questions like, ‘You deserve great service, don’t you agree?’ Thus is a loaded question where the customer can only answer Yes. If you keep the negotiation in such a positive frame of mind and mood and make the customer feel very positive about every part of the deal. If the attitude of the negotitation is that ‘you can make it work’. If the attitude is that the customer will only hear the word yes from you , then chances are that you will only hear yes from them. That is known as yes momentum.

Last but not least when you want to make an appointment with a client, your job is to get them to appoint such a meeting. It is bet not to offer them a chance to say no. So do not ask them .  ‘Can you make an appointment this week?’ if you phrase the question that way, the client may just say no and that they will call you when they can make it. It is best to ask them, ‘is Monday or Tuesday better for our next meeting?’ This way the client has been given a choice and does not feel forced into the meeting. They feel like they have maintained control and that it was their decision. It also does not allow for a no to occur  between you and your client. By Mauro Libi Crestani

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