Can’t, won’t, no, unfortunately, I don’t know, hold on, our computers are slow, I need you to, yes but, that’s not my department you need to call.
All of these words or phrases have a negative connotation that immediately throws up a wall between you and your customer. These words cause emotion to well up inside us that prepare us for a fight.
A national, multi-million dollar survey conducted by Apple found that one of the above words is found to be a bigger offender than the rest. That word is
Unfortunately
.
Why? Usually unfortunately is followed up by the words “we can’t…..” which translates to NO. Unfortunately breeds laziness, encourages being on auto-pilot and a lack of innovative thinking to solve problems.
Are you up for the challenge of removing Unfortunately from your vocabulary? We are!
In this same survey the prhase that was found to be the most well received as a replacement is “As it turns out”. So instead of saying “Unfortunately the parts are not in stock” replace it with “As it turns out the parts are not in stock however I have them shipping directly to you via next day service so they will arrive tomorrow.”
Words are powerful! The same feeling that generates in us when we hear “No” can be found in many of our common everyday phases the are just as abrasive and offensive. If you change your words your world will change!
Here are a couple helpful suggestions:
- Can’t, won’t, no replaced with “Here is what I can do.”
- “That’s our policy” – “Here is how we would typically handle this situation”.
- “Hold on” – Politely ask “Can I please place you on a brief hold or would you like me to call you back?”
Other substitutions for Unfortunately – “Let me see what I can do” or “Here are some alternatives that I know will work. Which one would you prefer?”
The morale of the story is two-fold. First do everything in your power to
present a positive message to your customers that says you truly want to do business with them
! The power of positive thinking is alive and real. Second make sure you are going the extra mile for your customer instead of making the customer go the extra mile for you. Otherwise they won’t be a customer for long. Be your customer’s go-to guy or gal to get the job the done!
Thanks for all you do and as always “Expect More From Us”!
Thanks,
Jennifer Roncaglione
Director, Customer Service & Employee Development
Value Added Distributors
(540) 985-4761
