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I sent this to my staff this evening: Please eliminate the word sorry from your vocabulary. Do not apologize to clients. Do not apologize to me or anybody else in the company.
Instead, thank them.
Example of what not to say: Sorry for the delay
Example of what to say: Thank you for your patience.
If a client shares feedback like why doesn't Steven show up to our client calls... Don't say sorry about that. Say thank you for sharing your feedback.
This mentality shift will win us massive gratitude from the clients.

#neversaysorry #saythankyou #growinganagency #agency #Traction

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