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The Right Words to Say to the Customer Who Asks for Something Unreasonable

You can’t give in, but a show of sympathy can make things better.

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‘I wish we could do that …’

when to use it: With a customer who is trying to negotiate a better price or one who is asking for an unreasonable allowance for an error.

why? Instead of creating an adversarial scenario, these words actually compliment a customer for his intelligence. Do they always work? No. But they work frequently enough to remember. — Rick Segel, Retail Business for Dummies

Since launching in 2017, PETS+ has won 16 major international journalism awards for its publication and website. Contact PETS+'s editors at editor@petsplusmag.com.

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