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