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A Surefire Way to Frame Bad News in a New Light

The end result is a much more positive feeling.




You’re in luck! I just happen to have a spot open on Friday.”

say this, instead of telling a client who calls and asks for an immediate grooming appointment for her beloved Poodle: “Sorry, you can’t come in until Friday. We’re booked solid until then.”

why? It’s the same message — delivered in a much different language. And the end result is a much more positive feeling.

Source: Jeffrey Gitomer, author of Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless

Since launching in 2017, PETS+ has won 16 major international journalism awards for its publication and website. Contact PETS+'s editors at



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