April 8, 2008Ask Meryl ~ I don’t know how to tell them I don’t know
Meryl,
As a PC support technician, I sometimes get questions I can’t answer. My boss wants me to fake it, and tells me never to say “I don’t know.” I want to be honest with people, but I also don’t want to sound and appear incompetent. Suggestions?
Meryl responds,
I’m sure you can guess that I’m not a big fan of faking it. Of course you need to honor your boss, but perhaps we can come up with a way that your boss will approve.
Here are a few possibilities:
Readers?
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Dear Meryl,
As a former PC technician for a Fortune 500 company, I can relate to the writer’s quandary. Fortunately, my managemet took the opposite view. We were told “If you don’t know, say so but add that you will find the answer and get back to them.” Now I am frequently on the other end of this scenario and I am asking the questions. If you try to dance your way around the question, it shows. Besides, you never know your customers background so you may come away looking much less competent than ‘fessing up’ would have made you seem. Some of the suggestions in Meryl’s answer worked for me. If you want to gain your customer’s trust, you have to be honest with them. An approach that worked well for me was “You know, right offhand I am not certain about that and there are a couple of avenues to persue. Let me ask you a few questions to make sure I really understand your question then, after a little research, I can get back to you with the right answer.” Then, and this is the most important part, make sure you get back to the customer with the answer. No one expects you to know everything with today’s complicated technology. It is the willingness to find answers that will win your customers respect. Good luck.
Comment by Connie — April 11, 2008 @ 6:22 am
I’m a Training Manager who develops and facilitates training. In many cases, I’m delivering training to folks who, typically, know more than I do (I know what I’m training but not necessarily the “why’s” and the “in’s and out’s” of the processes).
When I first started out as a trainer, I hated the fact that I didn’t have every answer to every question. However, I realized that it’s actually impossible to know EVERYTHING. I also realized that, oftentimes, people are OK if you don’t have the answer to their question immediately.
So how do you remain credible? As Meryl suggested, honestly say you don’t have the answer but that you will find out. THEN, make sure you follow up.
When I’m training, I use (what a lot of trainers use) a “Parking Lot” — basically a flip chart or an area on a white board (a pad and pen would work, too) that I’ve labeled “Parking Lot”. When someone asks a question that I can’t answer, I put it on the Parking Lot. Then, during lunch, a break, etc., I research and get the answer. When they return from their break, we go through the parking lot and check off the answers.
I retain credibility because I was honest, and I followed up as I said I would.
Comment by Judy — April 11, 2008 @ 6:23 am
As an administrative assistant, I believe I have earned credibility with callers and coworkers by admitting “I don’t know, but I’ll see what I can find out and call you back.” It’s truthful without being negative and it offers a positive solution.
Comment by Iris — April 14, 2008 @ 11:43 am