Decline with Respect

In the middle of the January holidays, we took a short family trip to a small town. Each evening, we returned to the main square near the town center. The area was beautifully decorated for the festivities, bustling with activities, bright lights, noise, and crowds of visitors.

The café closest to the square was experiencing incredible popularity during those days.

Observing Rejections

For three consecutive evenings, we tried to get a table at this café, only to be turned away each time—no seats available. On the third evening, we managed to negotiate a spot, albeit at a table not meant for a group our size, right by the entrance. From there, I had a clear view of the administrator’s work. Her main task during those busy days? Turning away guests.

One group after another would enter the foyer, shaking off the cold, unzipping their coats, and glancing around. The administrator, a young woman, would step forward, patiently listen to their request for a table, and then, with genuine regret, explain that due to high demand during the holidays, all tables were booked for days in advance. She would offer them the earliest available time slot, often two days later, and stay with them until they processed the rejection, answering any follow-up questions. Only when the visitors began to leave did she bid them goodbye.

Within ten minutes, she’d be back in the foyer, ready to politely decline the next group of hopeful patrons.

I noticed that this young woman worked all three days we visited—perhaps even the entire holiday period. Day after day, rejection after rejection, polite, considerate, unhurried—50 rejections a day, 500 over the holidays. I could only imagine how challenging it must have been to maintain interest, suppress irritation, and greet yet another wave of visitors without a trace of annoyance, eye-rolling, or exasperated sighs.

A Lesson in Professionalism

Few things in life irritate me as much as unprofessionalism, whether it affects me directly or not. Carelessness, disdain for clients, indifference to one’s responsibilities—these behaviors never fail to frustrate me. It’s the traffic officer ignoring violations, the sales assistant chatting on the phone while ignoring customers, or the project manager dodging critical tasks to avoid accountability.

In contrast, I deeply admire those who approach their work with passion, diligence, and responsibility. Even when someone successfully deceives me, if they do it skillfully, I can’t help but respect their professionalism.

This young administrator’s unwavering commitment to customer interaction stands out as a shining example. I often recall her professionalism whenever I’m tempted to feel bored or impatient with a client’s less engaging questions.

A Training Opportunity?

It occurs to me that many people tasked with interacting with clients could benefit from a training simulator titled something like, “Decline 100 Customers Without Making Them Hate Your Business.”

Hmm… could this be the foundation for a product?

#professionalism #customer_service #respectful_decline