That’s an important message to get across. Even if you can’t meet the customer’s exact request, you’re showing a willingness to do something else to keep him or her happy. Again, it’s a matter of choice—you’re choosing to take those extra steps to make someone feel special and valued. Taking the word no out of your vocabulary also encourages you and anyone else with whom you work to think on your feet. In many ways, saying no is the easy way out of a situation. But if you refuse to say no, you often have to come up with some alternatives quickly. That can build a business that’s responsive and
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