Do You Have A Cultural "No" Story For Business?

The power of "No!"?

The article "Want Trust and Respect. . .? garnered some comments, a slew of emails, and a serious question from my close friend, Eric the Swede:

"Isn't a negative response experienced and delivered very differently depending upon one's culture?"

Culture, No, and Global Business

We got started on this because Eric reads the blog regularly (he's a professional musician, which means even when he is working he has time to read the blog). Eric the Swede was actually raised in China. He has performed regularly on every continent (except those with penguins or Eskimos) for the past 20 years. I've lived and worked in the Middle East, Africa, Europe, and South America since 1979. So, we started talking about our experiences as well as those of our colleagues. Here are just a few:

• American Bob works for a German company. Whenever he makes a request for something he has learned that if the answer is "No," he actually receives no answer. The issue is allowed to melt away over time.

• While working across the Middle East for a couple of years, I realized that the word "No" was never uttered in any meeting I attended.

• I watched a client's sales presentation in Portugal. Suddenly the room filled with palpable tension. What happened? He responded with a simple, direct, "No" to a request from the client.

The world is shrinking and our experiences are expanding. If we're going to "do business" across oceans and borders--and a "meeting of the minds" requires a yes or no--then it would be a good idea to understand how people view those responses. BTW: "Yes" doesn't always mean "yes," either.

Tell Your Cultural "NO" Story Now!

This is a terrific place to research the "yes/no" global phenomenon. Statistics show that on any given day our readers come from at least 40-60 different countries. Everyone who has ever traveled knows about the yes/no distinctions. Yet none of my research sources have turned up a good treatise on this aspect of interactions.

So we'll do the research.

Take a minute to share your experience, your culture's predisposition (and why), or what people should know when they do business with you.

If we can generate a significant number of responses I'll publish them (with attribution) in a special post.

What's your story?

Adorable attribution to: craigandtanya.com/images/

Comments

[Jim Stroup]

Great idea, Steve

In many parts of the Middle East, the "no" response is typically "Inshaallah," which translates "as God wishes." The meaning is that the speaker can't or won't do what is requested, but gently places the matter in greater hands, at the same time excusing himself for his feebleness in comparison, of course - all while avoiding a direct "no."

[Frode H]

At my job, saying no is applauded (at least by me). But only if they follow up with "because" followed by something smarter. Agreement does not meen progress.

[Karin H.]

Hi Steve

When yes means: no, not today, in fact - just forget it.
Our (Dutch) experience with many UK businesses, small and large.
If we ask for a quote, more information on specific products/services we are really interested in and the 'supplier' has even spend some time talking us through the benefits, showing us the features, we are always pleasantly surprised if the promised quote or extra information actually does come in.
Because we've come to expect nothing at all, not even after for-mentioned sales-rep just spend all that time with us. And if we chase the matter it can take up to 4 calls from us to get it finally done!

We've also learned to take advantage of that same 'cultural' yes=no peculiarity: we make speedy replies, same day quotes and sending out requested information immediately one of our priorities. It gives us an edge over the competition here ;-)

Karin H (Keep It Simple Sweetheart, specially in business)

[Steve Roesler]

Jim,

Ah, that has a familiar ring. I was really hoping you would weigh in with that example.

While working for an airline in your neck of the woods, our flight crew would say "We'll be landing at Istanbul in 20 minutes, if God wills it."

This was somewhat disconcerting to first-time passengers:-)

[Steve Roesler]

Frode,

I'm with you on the "because." It seldom bothers me to hear a "no" as long as I understand the reason.

Here's a question: Is that a trait that you have as a conscientious manager or is that the cultural norm in Norway?

[Steve Roesler]

Hello, Karin,

You have an interesting perspective, coming to the UK from The Netherlands.

Do you think that the lack of follow through is just poor customer service or do you actually experience it as a cultural habit?

[Karin H.]

Hi Steve

Cultural according to my partner. He spent some holidays in India and remarked upon the fact that over there nobody says no, ever. He thought it was typical India, or Far-East culture - until we moved to the UK.
Now he always states the English brought this 'always say yes, but never take action on it' over to their 'colony' India ;-)

Karin H

[Steve Roesler]

Thank you for checking on that, Karin.

Will include it in the anecdotal data. Let's see who else from the U.K checks in as well.