We all have to say “no” at some point. When you have to say “no” to something someone else wants, it can be challenging to strike the right balance between being empathetic and assertive. Empathy in your response can help the other person feel heard and valued, even if they don’t get what they want.

When we need to say no to a customer’s request, we should utilize a better framework than “No cause I said so.” When it comes to saying no to someone and potentially making them feel upset, it is essential to choose your words carefully. Both “can’t” and “won’t” can be appropriate in different situations, depending on the reason for saying no.

Community Teams consist of every customer-facing employee operating a community (including, but not limited to, salespeople, construction superintendents, studio designers, customer care representatives, etc.). The Community Team members must be on the same page and deliver consistent messages to the customer.