If you can't provide what your customer expects from you then never hesitate to say No. Don't make false promises like we will try our best to do and finally not doing. Rather than creating an expectation and saying No , its better to say at beginning that you cant provide that service.
Never make false promises. You clearly know what your business can offer to customers. If your customers expects more from you never make false promises that you can deliver unless you can really deliver what they expect. The problem in making in false promise is you are not just losing one customer. What if that unsatisfied customer spreads negative word of mouth about your company, its going to affect your business badly.
But when you are saying No to customer. Never say directly a negative sentence that No, we cannot offer you that service. If you say so it may hurt customers feelings. Say with a positive statement like- Sorry, I am afraid that service is not available with us, make your customer feel comfortable in accepting the negative reply.
Its always saying No is better than saying false Yes because, if you say No at the very beginning customers doesn't expect more from you, but when you say yes and if din't deliver it is going to fetch you a bad result.
Always remember if one customer is unsatisfied it not that you are just losing that one customer but all other prospective customers who is connected directly or indirectly with that customers. In today's world with all modern means of communication, negative word of mouth spreads faster than positive word of mouth.
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