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In responding to prospects, customers or clients, never say:

  1. “You don’t understand … ”
  2. “I’m really busy, you'll just have to wait … ”
  3. “As I told you before ... ”
  4. “I don’t have to listen to this ... ”
  5. “You can’t be serious ... ”
  6. “We can’t do that and we won’t do that because ... ”
  7. “No problem!” (When it’s really a big problem!)
  8. “Trust me!”
  9. “You don’t need anything today, do you?”
  10. “I just happened to be passing by ... ”
  11. “I’ll get back to you.”
  12. “We’re out of stock.”
  13. “It’s on order.”
  14. “Our policy states ... ”
  15. “It's not my problem.”
  16. “No way. Impossible. Never. Forget it.”
  17. “I’m going on break, someone else will have to help you.”
  18. “You shouldn’t... ”
  19. “You’re acting like a ... ”
  20. “You’ll have to ... ”
  21. “You should have told me that ... ”

The preceding language conveys arrogance, impatience and indifference. Which could all lead to insolvency.
Instead, use serve-and-soar language like:

  1. “How can I help you?”
  2. “Of course we can do that ... ”
  3. “You’ve come to the right place.”
  4. “That’s easy!”
  5. “Let's devote the time together, to find out exactly what you need ... ”
  6. “I apologize for the delay. I really appreciate your patience.”
  7. “Do you mind if I put you on hold? Thanks for waiting.”
  8. “I don't know the answer to that question, but I’ll be sure to find out and call you no later than four o’clock today ... ”
  9. “It’s my pleasure ... ”
  10. “Glad you’re here, how can I assist?”
  11. “I know exactly how to solve that problem!”
  12. “We had another customer with that same challenge, here’s what we did … ”
  13. “There are several alternatives, here’s what I suggest ... ”
  14. “Our in-house expert recommends ... ”
  15. “You’ll really be happy when you ... ”
  16. “That’s not what we specialize in, so here are the names of some folks who will take really good care of you … ”
  17. “It’s always good to hear from you … ”
  18. “Other clients have found it’s really valuable when they … ”
  19. “Aside from that, how else can I help you … ”
  20. “How beneficial would it be, if you could … ”
  21. “What can I help you solve today?’
  22. “Together, let’s figure out, how to make this work … ”
  23. “What would your perfect solution look like?”
  24. “Together, let’s explore the possibilities … ”
  25. “You have my undivided attention … ”
  26. “I’ve blocked this time, to focus on your specific challenge … ”
  27. “It’s always easier, when we work together, so let’s make it easy … ”

Remember, it takes months, even years, to find, sell and serve a customer. Yet only seconds to lose one.

Jeff Blackman is a Hall of Fame speaker, author, success coach, broadcaster and lawyer. His clients call him a “business-growth specialist.” If you hire speakers, contact Jeff at 847-998-0688 or jeff@jeffblackman.com. And visit jeffblackman.com to learn more about his other business-growth tools and to subscribe to Jeff’s free e-letter, The Results Report. Jeff’s books include “Stop Whining! Start Selling!” (an Amazon Bestseller) and the revised 4th edition of the best-selling “Peak Your Profits.” You can also stay connected with Jeff via Facebook, LinkedIn and Twitter: @BlackmanResults.


 

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