Shoptalk tweak No 34: If the jeweler is STILL working on the customer‚Äôs job and will be finished while she‚Äôs in the store, don‚Äôt tell her ‚ÄúI‚Äôm sorry it‚Äôs not finished yet.‚ÄĚ
WHY?¬†It puts her on the defensive.
HOW?¬†Say: ‚ÄúThe 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?‚ÄĚ 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."
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