How do you end your "no" with a "yes"?

This question is one I picked up from the Disney presentation at NAA. It is their policy to always create an opportunity for a guest even for the ones they have to say "no" to.

In training and dealing with employees all the time, it is a regular occurrence where you have to say "no" to requests or desired courses of action.

So that leads the topic question. How do turn a potentially negative situation into a positive one?

Actually there are ways of saying no, without saying no. One of the words our residents do not want to hear is "no." As an example instead of no to say, "I'm sorry Mrs. Smith, removing the late fee because you were late is not an option we have." I also love asking this question, "Let me ask you in all honesty. If I were to do something for someone else and not be able to do it for you, could that not be considered unethical and something you would be upset over when you found out? This is why I cannot do something for you that would not allow me to do it for anyone else." There are many alternatives to saying no, without saying no.

On the other hand, what Bruce was talking about was finding ways to say yes to correct unhappy guests or in the case of the small boy who did not meet the heigth requirements, giving him the pass to come back when he is tall enough and get at the head of the line. Kind of hard for us to do that in our business. We should always invite something that does not qualify to come back and consider living with us when they can get their credit issue corrected...as in the case of someone that states there is a mistake in their report. Tell them we'll keep their information on file and be able to speed up the process and give them a fast pass to quality living at ABC Apartments.

One way to end a no with at least a positive is "No, I can't remove your late fee at this time, but how is everything in your apartment?" At least your not ending the answer with a no and you are asking the resident what you can do for them before they have the opportunity to come at you with all the things that are not right in their apartment. This is typically the time that you hear the laundry list of items that need repaired but they have never called in.

I try to offer other alternatives, depending on the reasons we're declining. For example "Unfortunatly I won't be able to waive your late fee at this time, but you can always refer a friend and recieve a discount off your rent" or "We won't be able to lease to you at this time, but complex ABC is pretty good about giving a second chance when it comes to matters of credit" or if we simply don't have anything in their time frame "Unfortunately, I don't have anything available in your time frame, but I happen to know Complex XYZ has immediate availability."

We too often say no without thinking why are we saying no? Is it because we have always said no before? Because it is policy? Maybe we need to look into the reasons that is policy. Does it make sense? Thankfully we can waive late fees here if it is the first time a resident pays late and makes it easy to say yes I really try to listen to the resident to the reason why they are asking for something, then I go to the president if it is something that makes sense. If I still have to say no, I try to present it with a positive. No you can't do it this way, but here is an alternative. I think people really in the end want to be listened to even it you still have to say no.

"I'm sorry I am unable to do "xyz" at this time, however I can offer you "a" or "b"....Which would work better for you?" This has always been my magic formula. It fits almost all situations. You are not using the word "no" and you are providing them with two choices. People will almost always choose if you give them more than one option! It sounds so simple, but it works. :silly:

Lisa... I love it. That is where preperation and knowing your company's policies are so important. I noticed when the economy took it's turn that it seemed as though no was coming out of my mouth a lot. I know in my area, that many places were really allowing the prospects to really take control of the industry hence the "move in special" signs everywhere you looked. Which meant people were ready to bargain every chance they got. They took on an "it doesn't hurt to ask" approach and some of the requests were reasonable but others thought we were in this business to give away apartments instead of renting them.
I do your approach a lot. Especially with late fees. People come in and want them waived but I simply say, "I am unable to do that but if you are having financial issues and are unable to afford them I can do two things for you. If you pay all your late fees now I can discount them by $25.00 or I can set you up with a weekly payment plan, but you will be responsible for the full amount", what is your choice. After that.. they totally forget that they even asked for them to be waived. In most cases they pay right then and there too.. which saves so much time from running after them to get the money owed.
The other thing I have learned is that we are so quick to say no before really thinking through what they are asking. If I am on the cusp and need more time to think about it, I always ask them to put their request in writing. It gives you a little more time to think it over as well as get a hold of your corporate office without acknowledging this fact. When we start saying stuff like, "it's our corporate office's policy" or "Ohh.. I don't know I need to ask my supervisor" you are slowly diminishing your authority as the manager by constantly referring them to someone else and sooner or later they will bypass you all together and go above you.

Yes, I so often hear others who do not want to be "the bad guy" blaming the need to say "no" on a corporate office or unreachable higher ups. Not only does this undermine your own authority to the resident or customer, but you don't get practice saying no properly. I always empower my employees to say no properly when they come to me asking for me to step into a situation. Instead of stepping in, I educate them on how to answer and send them back out to handle it with my formula...they are often skeptical, but almost always come back surprised that it worked beautifully!

Exactly! So smart! That is how my supervisor is... handle it that is what you are being paid for... if he has to step into every situation then he might as well do my job for me! heehee!

I really appreciate everyone sharing their insights. Of special significance to me was the comment about empowering your employees to handle the matter.

From the Disney presentation he cited an example of a "no" situation where the employee simply stated "I just work here". Shame shame big time. That is an awful message to anyone who hears that. Empowering employees to handle challenging situations is a great aid to resident retention.