How Companies Can Break Out of a Culture of Saying No

The cost of saying “no” is greater than you think.

Global companies keen on cutting costs are trying to make their processes more efficient any way they can. Many firms have created highly engineered systems that drive toward simplicity and unwavering consistency. But what happens when a customer calls with an unusual request that doesn’t fit into a neat, tidy, little box?

Until just a few years ago, what Grainger’s customers got was a big, fat “no” from the company’s customer service associates, admits Deb Oler, a vice president at Grainger, a global distributor of maintenance, repair, and operating products, and it has invested heavily in streamlining its internal processes.

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Keith Ferrazzi

Keith Ferrazzi

Chairman

New York Times best-selling author, speaker

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