A client calls and asks for an immediate appointment. And you just can’t do it. Instead of saying, “Sorry, you can’t come in until Friday. We’re booked solid until then,” start by saying:
“(Name), you’re in luck!”
Then add: “I just happen to have a spot open on Friday.”
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, Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless
This article originally appeared in the January 2015 edition of INVISION.