We've got dueling theories on telling customers that you'll "try" to do something vs. telling them that you "can't" do something.
Seth Godin says "try" is what the customer wants anyway, and that they'll be fine with everything as long as you "try." Jim Logan says forget about trying, and tell your customer that you'll either do it or tell them that you "can't".
Here's my thought....
...I side with Jim Logan on this one. Sorry, Seth. I don't stray very often from your line of thinking, but here's why I think Jim's approach is better based on my experience.
Customers who hear you say "you'll try" will actually perceive that to mean "you'll do it." I've had that happen time and time again...I've promised to "try" to do a favor or meet a deadline for a customer, and when I can't, they're upset. "But you said you could get it done!", they say. "No, I said I'd try." They don't hear "try"...they hear "you'll do it."
Better to be honest and upfront at the beginning. If you wanted a nice compromise, tell them you "can't" do something that's iffy, but then try to do it anyway. If you get it done, you get to call your customer back and be the hero because you got something accomplished that they are assuming can't be done. That's what I have started doing, and the results have been really good.
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