Customers will make requests that are difficult to accommodate but there is a right way and a wrong way to say no. In this episode we discuss how to respond to those requests and why never saying no without offering an alternative will set you and your team up for success. Highlights from the show: - Removing “well intentioned” internal roadblocks - Overcoming the “it’s not my job” excuse - Why communication and broader training of your staff gives them the tools they need to respond effectively - Giving team members the confidence to make decisions without always seeking manager approval - Steps you can take to implement this concept right away.

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Proven Principles is a hospitality operations consulting and coaching company built on the best practices of the luxury hotel industry.

We help customer-service focused businesses and vacation rental property owners drive better performance, productivity and profitability with best-in-class operations strategy, employee training and project management.

Visit Proven Principles: https://www.theprovenprinciples.com

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