Nobody likes to hear "No" from a customer.
When you've made a significant investment of time and effort to explain and present great options only to have the customer tell you that they just want the quick and inexpensive fix, it can be easy to take the work you've done, crumple it up and "circular file" it.
A better option is to get your customers and prospects to actively decline work you've suggested. Here are three reasons why.
1. Let the Customer Know your OpinionYou're a professional and your opinion counts. Nobody wants to feel pressured into a sale, but asking a customer to actively decline work means you are asking them to acknowledge your expertise and their decision to ignore it.
2. Generate Sales During the Slow SeasonIf you've recorded declined work, you always have a qualified lead list available to you. When business slows down, start by reviewing work where no work was done and follow-up with these customers to find out if they made another decision or are open to reconsidering.
3. Tracking Declined Work is an Insurance PolicyWhen a customer says "No" to a recommended option, getting acknowledgement that they've rejected the option can come in handy later on if the customer is unsatisfied with the outcome of the work. We all understand that budget constraints sometimes mean that a customer can't make "the best" decision.
When used properly, recording that a customer declined recommended work can be a powerful tool. It can be used to strengthen customer relationships, as a way to generate leads and as a insurance policy in the event of customer dissatisfaction.