One negative phrase can “turn off” a customer or employee, but with a slight change of words the phrase can become positive. When the right words are used, they encourage customers to purchase, become loyal, and act as goodwill ambassadors for the business. Likewise, when words are chosen wisely, employees become committed to being a part of a growing and successful business.
Phrases that motivate do not necessarily come without practice. The starting point is having a positive attitude. To solidify strong relationships, certain phrases should never be in a business vocabulary. Make sure your business dictionary has omitted these:
“We can’t do that.”
What a negative response! Maybe something can be done with the right attitude. Few things are impossible. In fact, with the right attitude, it is amazing what can be accomplished.
What to say instead: “We’ll see if we can do that.”
“We’ll get to it later.”
Procrastination is never a remedy in business; it is nothing more than a delay tactic. Satisfied customers and loyal employees are not interested in waiting. When dealing with their concerns, they want someone to have a sense of urgency in handling their situation.
What to say instead: “We’ll take care of that ASAP.”
“It’s not that important.”
To a customer or employee, their needs are very important! The most important customer or employee a business has is the one they are dealing with at the present time.
What to say instead: “I certainly understand the importance of this.”
“Why so many questions?”
Yes, we all know that some people ask many more questions than others, but they still need answers. If they’re asking a question, it’s important for them to receive an answer.
What to say instead: “I’m happy to answer your questions.”
“Why doesn’t he take his business elsewhere?”
This is just the attitude a business owner never wants from his employees! Rather than helping to build a long-term sustainable, successful business, this attitude does just the opposite.