Career Tear

Office Outbursts | Corporate Cries | Workload Worries

The Death of “Can’t”

Posted by Stephanie Robertson on October 19th, 2009

I experienced an overload of “can’t” while at the bank this past Saturday. Through no fault of my own, the banking service was down and I was unable to initiate a transaction due to system malfunction. Surely there was a solution to extracting my funds from the hostage of the bank. After waiting, I attempted to explain the situation to the Assistant Branch Manager. Even before I was able to communicate my problem she said “I can’t do anything. If the system is down it is down.” I knew that with immediacy she was setting up a perimeter of resistance. I noticed that she lacked the attitude to offer an alternative. Within a short period of time I counted 11 times that she said “I can’t.” I was so frustrated that she lacked the empathy and willingness to fix the problem that I remarked “You have spent so much time emphasizing what you can’t do that I want you to now spend the same amount of time focusing on what you can do.” Without hesitation she said “I can’t do anything.” That made 12 times. Her mind would not allow her to shift to a level of customer service satisfaction that she could be proud of. She is now in the Career Tier Hall of Fame for the most “I cant’s” in 5 minutes and has earned the distinction of being the inspiration for this blog.

What “Can’t” Really Means

Repeating the phrase “can’t” diminishes your authority to solve a problem. By emphasizing “can’t” you are contributing to the declaration of the dilemma. One relinquishes the power to change an outcome simply by blocking an opportunity to present a solution. Your effectiveness is severely crippled by your belief that this situation is unsolvable within your standards. The word “can’t” weakens your strength and questions your value.

The Customers Interpretation

When you say “can’t” the customer hears “no” and “won’t.” “Can’t” does not always translate to inability. It often times signals that your attitude to be inconvenienced is more important than your attitude of service. A customer will view your absence of cooperation as poor customer service. Even if you are unable to appropriately address a customer’s dilemma, presenting a more cooperative and positive response will garner the respect and maintain the loyalty of the customer.

Your Value to an Organization

When I encounter the quick “I can’t” I automatically begin to question the true value that person has to an organization. I commonly think “Then what did they hire you for?” If I [as a customer] have the same power as you [who is a representative of the company] then I rationalize that your value within the organization is compromised. If a representative of the company does not have the influence to keep a customer or bring in new customers based on their level of customer service then what value is that individual to the productivity and reputation of the organization? Your ability to solve problems and produce exceptional customer service is solely based on your attitude of “I can.” When you say “I can’t” you are proving, with conviction, that you are dispensable.

How Far “Can’t” Goes

Can’t deflects responsibility
Can’t reinforces pessimism
Can’t says “I won’t”
Can’t prevents change
Can’t exposes deficiencies
Can’t is unproductive
Can’t blocks opportunity
Can’t lives in isolation
Can’t misses chances
Can’t builds walls
Can’t burn bridges
Can’t refuses
Can’t ignores

Thanks to the Assistant Branch Manager, I have written 5 blogs based on the substandard service that I received. The 15+ minutes that we shared bonding over “can’t” has sparked a standard of customer service awareness that will continue to inspire me beyond the “I can’t” blog series.

This month in the “I Can’t” blog series