One of the most abrupt and shocking forbidden phrases you can say to a customer is, “We can’t do that.” These words close the door on the customer’s request as quickly as does its close cousin — “That’s our policy.” Everyone has heard the “We can’t” phrase before, and we’ve heard it used in situations in which we could imagine a reasonable alternative.
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Research shows that one “bad apple” – an employee with a negative attitude – can impact your entire team. It doesn’t take long before the gloomy team member infects others with their defeatist behavior.
First, we need to understand why anyone would adopt an attitude that seemingly has no professional payoff.