When I asked some of the employees at Zappos (the online shoe biz with the rocking fun culture that I speak so often about) if they had any stress in their jobs, the response I received from all of them was enlightening: "Yes, but unlike in my past jobs it's positive stress. Rather than being stressed out because I have to say "no" to a customer or explain some onerous policy to them, the only stress I have here is how can I make this customer's day by wowing them even when it's an unusual request or complaint." It's stress linked to the creative pursuit of figuring out how you can say "YES!" to anything thrown your way.

 

Ontario-based consultant Bill Hogg urges his clients to adopt a yes mindset and to never say no to a customer, even when they are asking for something outside the norm. And if you must say no because it truly is impossible, Hogg suggests always offering some alternatives.    

 

Not only is the creative pursuit of a yes a welcome customer service policy, it's also a great way to flex your creative muscles with a focus on results, while having some fun to boot. 

 

AFA JCDecaux, the Danish outdoor advertising I've also written glowingly about, encourages all their sales agents to find a creative yes to any customer's request for a discount. So rather than saying no outright, their agents have been known to challenge the customer to a game of foosball in their lunchroom with the following "creative yes" promise: For every point the employees scores on the customer,  they'll knock 1% off the price; 2% off for every point the customer nets. Outrageous? Perhaps. But you can't argue with the incredible results they've achieved.

 

And very few people will argue with you, if you creatively and passionately chase after a yes.