Peak Your Profits: A tongue lashing? Or a phrase that pays
In responding to prospects, customers or clients, never say:
- “You don’t understand … ”
- “I’m really busy, you'll just have to wait … ”
- “As I told you before ... ”
- “I don’t have to listen to this ... ”
- “You can’t be serious ... ”
- “We can’t do that and we won’t do that because ... ”
- “No problem!” (When it’s really a big problem!)
- “Trust me!”
- “You don’t need anything today, do you?”
- “I just happened to be passing by ... ”
- “I’ll get back to you.”
- “We’re out of stock.”
- “It’s on order.”
- “Our policy states ... ”
- “It's not my problem.”
- “No way. Impossible. Never. Forget it.”
- “I’m going on break, someone else will have to help you.”
- “You shouldn’t... ”
- “You’re acting like a ... ”
- “You’ll have to ... ”
- “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:
- “How can I help you?”
- “Of course we can do that ... ”
- “You’ve come to the right place.”
- “That’s easy!”
- “Let's devote the time together, to find out exactly what you need ... ”
- “I apologize for the delay. I really appreciate your patience.”
- “Do you mind if I put you on hold? Thanks for waiting.”
- “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 ... ”
- “It’s my pleasure ... ”
- “Glad you’re here, how can I assist?”
- “I know exactly how to solve that problem!”
- “We had another customer with that same challenge, here’s what we did … ”
- “There are several alternatives, here’s what I suggest ... ”
- “Our in-house expert recommends ... ”
- “You’ll really be happy when you ... ”
- “That’s not what we specialize in, so here are the names of some folks who will take really good care of you … ”
- “It’s always good to hear from you … ”
- “Other clients have found it’s really valuable when they … ”
- “Aside from that, how else can I help you … ”
- “How beneficial would it be, if you could … ”
- “What can I help you solve today?’
- “Together, let’s figure out, how to make this work … ”
- “What would your perfect solution look like?”
- “Together, let’s explore the possibilities … ”
- “You have my undivided attention … ”
- “I’ve blocked this time, to focus on your specific challenge … ”
- “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.