The magic words: No and Sorry

“Can I make a reservation for next Friday night at 7pm?”
No, sorry, we are fully booked.

“Can I buy more of that awesome rosé you had in the store last week?”
No, sorry, it sold out and there’s no more until next year.

“Hey! Send me five cases of that Sauvignon Blanc that I never liked but just got 95 points in Wine Spectator.”
No, sorry, it actually sold out before the review arrived.

No and sorry. They have positive power in the right context.

Don’t be scared of them.

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