The Playbook

JJ Ramberg: Never Say 'No' to a Potential Customer

Instead, the host of MSNBC's Your Business says you want to talk up something you do offer. Here's how.

Video Transcript

00:10 JJ Ramberg: This next tip I got from Kimberly and Katherine Corp who run Pilates on Fifth in New York City. This is what happened. I was sitting in their Pilates studio in the reception area, and someone walked in and asked the receptionist, "Do you have yoga here?" And the receptionist replied, "We have CARDIOLATES and Pilates. Have you ever tried CARDIOLATES?" And I remember thinking, "Wow. That's interesting. They don't have yoga here, and she did not say, No, they don't have yoga here." And that potential customer ended up saying, "What's CARDIOLATES?" and signed up for a class.

00:41 Ramberg: And so, later I asked Kimberly and Katherine about this, and they said, "Oh, that is by design. What we do is we train people, Don't say no. No is off-putting." And what you want to do is extend a conversation. You don't want to end the conversation. So, instead of saying "no", we try to offer them something that we do have. And, look, in this case, it worked. And I urge everyone out there to try it. It's kind of a fun game to see how can you get around saying "no" and actually offer something that you do have.

Last updated: Feb 4, 2013

JJ RAMBERG | Host, MSNBC's Your Business

JJ Ramberg is host of MSNBC's Your Business and author of the new book It's Your Business (Business Plus). She co-founded, a company that helps people support their favorite cause every day.