"No, but..." and saying a smart "We're sorry"

This was on my room desk during a recent hotel stay. While I'm not one to sweat the hotel fitness center being closed, I found two experience economy lessons that we can take inspiration from in its language.

  1. How can you be combative or snarly when you read a quote Henry Wadsworth Longfellow? So when you have a negative cue related to your campus visit take a moment be smart about how you say "sorry".
  2. "No, but..." Conflict needs a resolution, especially for demanding families visiting campus. "Sorry we're not open on Saturdays for official campus visits, but we have a robust online self-guided tour that works well on your smartphone using our free guest network. And here are two meal passes for lunch in our dining hall. Let's schedule you for a return offical campus visit."