Working with rejections - General by

User is not interested in general conversation about suggestion

astramentore — 2023-10-04 12:36:04 UTC

User is in a hurry and can't implement suggestion

astramentore — 2023-10-04 12:36:04 UTC

User is in a hurry and don't want to discuss the suggestion (after roadmap or transition)

astramentore — 2023-10-04 12:36:04 UTC

User rejected the suggestion because it wasn't relevant

astramentore — 2023-10-04 12:36:04 UTC

User needs to talk to client first before implementing

astramentore — 2023-10-04 12:36:04 UTC

User already saying goodbye

astramentore — 2023-10-04 12:36:04 UTC

You provided suggestion before solution but the user wants to focus on the issue

astramentore — 2023-10-04 12:36:04 UTC

1. give suggestion roadmap with value/mention suggestion
2. add additional value, mention "it will take a few minutes"
3. give compliment, praise user's work, explain that the feature brings additional benefit

astramentore — 2023-10-04 12:36:04 UTC

1. say it will take a few minutes, add value
2. give the link to the page where the suggestion can be made (chat), use search bar to navigate on call
3. offer to start during the chat/call and finish later

astramentore — 2023-10-04 12:36:04 UTC

1. say it can be done in a few clicks
2. simplify implementation steps
3. offer to start during the chat/call and finish later
4. send an article and offer to bookmark it/educate about HC or advise contact us later

astramentore — 2023-10-04 12:36:04 UTC

1. if the reason of rejection is not clear, give more value that the feature is important
2. if the user mentioned the reason of rejection, proceed to the specifics of the suggestion or ask powerful question taking into account other USP suggestions
3. ask powerful questions

astramentore — 2023-10-04 12:36:04 UTC

1. offer to test it so they could present it to the client later (if the suggestion allows)

2. present the suggestion and offer to discuss with the client, give value, navigate where it can be implemented, send article (chat)

astramentore — 2023-10-04 12:36:04 UTC

1. proceed to suggestion :)
2. add suggestion roadmap to prevent
3. reply fast

User doesn't respond to suggestion

astramentore — 2023-10-04 12:36:04 UTC

1. agree with user, give updates on investigation
2. roadmap that you will help to solve the issue and then go back to suggestion
3. after solution, make transition to suggestion

astramentore — 2023-10-04 12:36:04 UTC

1. check in with the user
2. if user ignored the suggestion during investigation, come back to it after solution

User is contributor and work on some small area of the site/business (have admin permissions)

astramentore — 2023-10-04 12:36:04 UTC

1. ask what they work with
2. choose suggestion relevant for responsibilities

User rejects suggestion on escalation

astramentore — 2023-10-04 12:36:04 UTC

Eligible for Implementation:

1. to prevent, say "I have forwarded the issue to the team..."

2. say "While my colleagues are working on the case, I have a suggestion..."

3.Wait 10 minutes after call/chat ended and only then change topic to Escalations - *product*

Not Eligible for Implementation:

1.Assign to Escalation - *product* withing 10 minutes after chat/call ended

CHAT. You need to transfer the second question and user rejects

astramentore — 2023-10-04 12:36:04 UTC

1. give suggestion when you investigate to prevent
2. say you need to transfer and while you prepare the chat to transfer, offer a suggestion

User rejects because they do not want to do this feature at that moment of site creation (e.g. SEO)

astramentore — 2023-11-01 12:29:12 UTC

astramentore — 2025-03-17 09:46:32 UTC

Mention that they can start doing it together right now, so that it helps during the launch
Offer to test it together right now, so that the user doesn't need to spend the time on it later and knows how it works