Never tell a customer that you don’t have time for them.  Even if you’re feeling overwhelmed and really don’t have time, never say that to them. 

A small business owner recently sent a text message to a client saying these exact words.

Not surprisingly, the client walked away.

If you truly are too busy to take on new clients, then don’t take them on.  If you’re not too busy in general, but maybe too busy that day, respond in a civil and professional manner.  Tell the client that you will look into their questions and get back to them.  Tell the client that you’re on it.  Don’t tell them that you don’t have time for them because they will find someone who does.

There is no need to be disrespectful and most clients don’t appreciate when business owners are impolite. And if your clients do enjoy being treated poorly, then you might have other problems.

Customer Experience is more than the marketing materials you send.  It’s more than the product you sell.  It’s the customer’s entire experience with your business.