“No” Replies
Guidelines
Begin on a positive, or at least neutral, note—even if simply a restatement of the request or assurance that you have carefully studied the situation. The “bottom-line” message in a “no” reply should not come upfront because it hits the reader too hard; some audiences would not even bother to read your following explanation.
Build up with reasons for your forthcoming “no.” In this fashion, you are asking the reader to examine the evidence with you and to accept your reasoning and conclusion. Don’t prolong the explanations to the point that you sound defensive or pleading; however, don’t make your explanations so brief and general as to be unconvincing.
Don’t hide behind “company policy” or a that’s-the-way-we’ve-always-done-it explanation. Even if company policy or past experience is a valid basis for your response, explain the reasoning behind the policy or past action.
Don’t give a patronizing lecture about how things should be or state obvious platitudes. Watch admonitions such as, “We should not incur any unnecessary expenses.” Who should?
Make a firm statement of your “no” answer.
Mention any conditions under which you will reconsider—for example, “when priorities change,” “when business improves,” or “if we have branches not following these procedures.”
Offer any alternative “yes” willingly, not begrudgingly.
End on a positive note. At least thank readers for their interest or effort. Don’t get sidetracked in discussing other issues to which you object; leave those for a later memo. Leave them with a back-to-business-as-usual feeling.
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