Refusing Typical Requests and Claims

Bill Carmody discusses the importance of refusing customer requests in business while maintaining politeness and empathy. He emphasizes that saying no is crucial for business survival and should be done with clarity and understanding. The video outlines strategies to handle negative reactions and maintain trust, ensuring customers feel heard and understood even when their requests are denied.

What can happen if a customer feels bad about their experience when their request is refused?

What is the significance of establishing a trust relationship with customers, even when saying no?