In a world where everyone is tired of hearing what they can’t do, try rephrasing your objective into what you CAN do. Customers don’t want to hear that they can’t get what they want or that they don’t fit into a certain category. They want to know how you will satisfy their needs.
To keep your customers satisfied, train yourself and your employees to find ways to tell your customers how you can meet their need. Tell them what you can do to help them. It may not be the way that the customer originally expected to get help from you, but if it meets their need in their best interest, you have all but won them over.
It is almost impossible to use the word NO in a positive way. Turn this to your advantage by enabling your staff to be creative and focus on alternative solutions to solve the problems of the customers.