If you don't read Seth Godin's blog, you're really missing out. One of his posts today, "Can't VS Won't", he really struck a chord with me.
In part he says, "Sometimes, precise language can change an organization.
How many times has a broker, or a clerk or a salesperson or some other intermediary (who was just a moment ago being quite helpful) turned to you and said, "I'm sorry, we can't do that."
In fact, the correct contraction in each case is "won't."
And once you say "won't" you realize exactly what you're doing.
You're telling a prospect (the most important person in your life, at least in this moment) that your organization doesn't want to accommodate them. Want being the key word."
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He's right on with this post as with most. If the company really wanted to take care of the customer...if the company really wanted to walk it's talk, they would. They wouldn't be using some lame excuse about what they can't do.
Let me ask you this...In what situations do you find yourself using the excuse "we can't"?
