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The art of the letdown: Don’t *just* say no

Sometimes, you have to say no to your customers. But there’s a huge difference between “No, I won’t help you” and “No, because, unfortunately, we’ve exhausted all our options.” Answer these prompts through the three Rs—Research, Reason, and Redirect—before broaching bad news.


Read more on Relate: "When 'No' is the right thing to say to a customer"