All major customer service cultures share a “Yes by Default”. Here’s how to develop it.


All of the great customer-centric companies have what I call a flaw of yes, a philosophy of, “The answer is yes; now what is your question?” As a customer service consultant, customer service trainer, helping businesses develop and maintain the default yes is one of the most important disciplines I can share.

The default of yes is a powerful and transformational principle. I can walk right into your business and say whether you have a cultural “yes by default” or not. Most important, your customers can also.

Of course you have to think, and if you can not say yes to a ridiculous customer request for price, time, etc. ?

Here’s the secret: Even if you can’t give a customer the exact “yes” they expect, never say “no” without offering them a reasonable alternative or two.

Think of it this way: “No” is a dead end, “while” Here’s what we can do ”keeps the channel open.

How do you go about making a default yes take root in your organization? When working on this topic as a customer service consultant, I provide customer service training on scenarios where you can practice defaulting to yes or, if the customer’s request is impractical or unreasonable, provide a “here’s”. what we can do ”instead of a blunt“ no ”that ends communication. (Beyond training, it is important that leadership throughout the company model a behavior and an attitude “by default of yes”. Otherwise, hypocrisy will sabotage the whole attempt.)

Special Forbes Video Supplement: Customer Service Training on Customer Service Recovery (LAM Method by Consultant Micah Solomon). Visit or email for more.

If you want a free, printable set of Key Customer Service Principles (like this one), contact me at or through my website, Please also contact me if you are interested in customer service consulting, customer service training, or online / video customer service training.


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