What is it about "No" that just really throws customers off? This is the conversation I had today:
Her: Excuse me, do you have this is a 30" waist?
Me: No, I'm sorry, we don't.
Her: Do you have any in the back?
Me: No, I'm sorry, all our sizes are already out on the floor.
Her: So you don't have any?
Me: No, I'm sorry, we don't.
Her: It's not anywhere else in the store?
Me: No, I'm sorry, it's not.
Her: Can you check to see if your store in Tysons has one?
Me: We actually don't have a store in Tysons, but I can check other stores for you.
Her: So you don't have a store in Tysons?
Me: No, we don't. Let me see who else has it around here. (tipity tapity on the keyboard) It looks like Wheaton, MD is the only store in the area that has the size you need.
Her: Fair Oaks doesn't have one?
Me: No, I'm sorry, the only store around the area that has one is Wheaton, MD.
Her: Manassass?
Me: No, I'm sorry, the only store around the area that has one is Wheaton, MD.
Her: That's too far, I'm not going all the way there for some jeans. Is there any other store around the area that has one?
Me: No, I'm sorry, there isn't. I can have Wheaton send it to this store for pick up if you'd like. It'll be here in about 3 to 4 business days.
Her: He leaves town Wed. Can you have it by tomorrow?
Me: No, I'm sorry, it will take about 3 to 4 business days.
Her: So it won't be here tomorrow?
Me: No, I'm sorry it won't.
Her: Is there any other store in the mall that might carry something like this.
Me: I don't believe there is.
Her: So there isn't?
Me: You might maybe try H&M but I would be surprised if they did.
Her: So you don't think anyone else would carry it?
Me: ... No, I don't think they do.
After the lady left, it got me thinking... a lot of customers double ask when the answer is "No". I decided to do a little experiment.
1st Cust: Excuse me, do you guys carry XYZ?
Me: No, I'm sorry, unfortunately, we don't.
1st Cust: Oh, so you guys don't cary XYZ?
Me: No, I'm sorry, we don't.
Hmm... maybe I'm being too wordy? Let's try again.
2nd Cust: Excuse me, do you have this is a medium?
Me: No, we don't.
2nd Cust: Oh, so you don't have any mediums left?
Me: No, I'm sorry we don't.
Okay... still too wordy?
3rd Cust: Hey, do you guys still have XYZ?
Me: Nope.
3rd Cust: Oh, so you don't have any left?
Me: No, I'm sorry, we don't.
Hmm... let's get super simple.
4th Cust: Excuse me, do you guys sell XYZ?
Me: No.
4th Cust: Oh, so you don't?
Me: No, I'm sorry we don't.
Still doesn't work... and a plain "No" just sounds rude. Hmm... what else can I do?
5th Cust: Excuse me, do you guys still carry XYZ?
Me: (shakes head back and forth) No, I'm sorry, we don't.
5th Cust: Oh, so you guys stopped carrying it?
Good golly people, what does it take?! I mean, I know you shouldn't say "No" to a customer but when it's the only answer, what else am I suppose to say?
I'll be honest- I probably do it too when I shop. I guess, as consumers, we just expect the answer to be "Yes" all the time.