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Shoptalk tweak No 34: If the jeweler is STILL working on the customer’s job and will be finished while she’s in the store, don’t tell her “I’m sorry it’s not finished yet.”

WHY? It puts her on the defensive.

HOW? Say: “The jeweler is just finishing that ring for you now. In fact he's polishing it now. Won't take much longer, may I offer you a drink while you wait?” The words "I'm sorry" convey there's a problem. "Just now finishing up", even though it is late conveys "Oh goodie, I'll have it in my hands in just a few minutes."

SOURCE: David Geller


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