We Never Just Say "No." If the answer is No, we always offer options.

Customers come to us with needs, not questions. If the answer to a customer's question is no, then obviously we'll tell them, but we'll also offer options.

For instance: "Do you carry brand X?"

Unacceptable Answer: "No we do not."

Better Answer: "I'm afraid we don't have them on our site at this time. Please give me a moment to see if we can get that brand's products or to see if we have anything similar. In the meantime, can you please tell me a bit more about your project? Do you have a specific item from that brand you're looking for? Do you know how many you'll need?"