FAST5

Entrepreneur,  May, 2000  by Gwen Moran

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Five things you and your employees should never say to a customer

1. "It's been so crazy/busy around here." Often used as an excuse for a delay or mistake, it may leave your customers wondering whether you're too busy for them.

2. "You'll have to wait." When you're experiencing delays, consider giving customers a choice: "I can help you in five minutes or you can order from our Web site."

3. "That's not my job." A better alternative: "Let me find someone who can help you with that."

4. "I can't make a meeting that day because I'm going to (fill in a too-persona) detail)." Rather than letting clients know they're being back-burnered for your son's Little League game, say tha tyou have a conflict and leave it at that.

5."Can you call/come back later?" They won't.

Gwen Moran is president of Moran Marketing Associates, a public relations and marketing communications agency in Ocean, NewJersey. She is currently completing a marketing workbook titled Promote Your Business.

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