subject: Your Customers Know When Yes Is Really No [print this page] I was appalled when I read this Q&A in an actual, real e-zine I received this morning. While it wasn't my question (I'm definitely an online order person, LOL!) I pretty much know that the woman asking the question won't feel any warm fuzzies toward this business. This kind of "yes-but-really-no" answer is called defensive posturing. Defensive posturing NEVER helps build customer relationships. I see small business owners and solo professionals fall into defensive posturing often, but I just know you are a smart entrepreneur and would never, ever do this. Right?
