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Can’t Meet? Just Rephrase Your Availability in a More Positive Manner

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(Name), you’re in luck! I just happen to have a spot open on Friday.

When to use it? A client calls and asks for an immediate appointment to discuss a custom job. And you just can’t do it. Instead of saying, “Sorry, you can’t come in until Friday. We’re booked solid until then,” reframe it in a positive manner. Jeffrey Gitomer, Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless

This article originally appeared in the May 2017 edition of INSTORE.

Over the years, INSTORE has won 80 international journalism awards for its publication and website. Contact INSTORE's editors at editor@instoremag.com.

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When There’s No Succession Plan, Call Wilkerson

Bob Wesley, owner of Robert C. Wesley Jewelers in Scottsdale, Ariz., was a third-generation jeweler. When it was time to enjoy life on the other side of the counter, he weighed his options. His lease was nearing renewal time and with no succession plan, he decided it was time to call Wilkerson. There was plenty of inventory to sell and at first, says Wesley, he thought he might try to manage a sale himself. But he’s glad he didn’t. “There’s no way I could have done this as well as Wilkerson,” he says. Wilkerson took responsibility for the entire event, with every detail — from advertising to accounting — done, dusted and managed by the Wilkerson team. “It’s the complete package,” he says of the Wilkerson method of helping jewelers to easily go on to the next phase of their lives. “There’s no way any retailer can duplicate what they’ve done.”

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