Connect with us

Line Time

A Surefire Way to Frame Bad News in a New Light

The end result is a much more positive feeling.

mm

Published

on

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 editor@petsplusmag.com.

Advertisement

FEATURED VIDEO

World Pet Association

Superzoo Las Vegas | August 31- September 3, 2020

Discover new ways to stand out, be bold, and find your competitive differentiator at SuperZoo, the largest gathering of pet professionals in North America. Whether you run the top bird supply store in your hometown or you’re all about caring for cats, this is the place where you can.

Promoted Headlines

Most Popular