What Impression Do You Give?

Often we say things to customers, thinking little of how they must be interpreting it. Sometimes our more sensitive customers can take what we say the wrong way and take offence. It can be something as simple as, "I'll try". This sounds like it is something you automatically say to everyone - what reason does anybody have to believe you? Perhaps you'll forget as soon as you hang up the phone?

Instead of saying, "I'll try", reassure your customers by telling them exactly what you intend to do for them and what they may expect from that. If there are likely to be problems, be honest upfront and tell them, and also tell them what options exist for such an event.

Here's another one: "I'm so sorry, but I've been busy..." Too busy for this customer? We know that's not what you meant, but to the person on the receiving end of this excuse, that's exactly what it sounds like. Simply apologize for any delays, and tell the customer when they may expect 'action'.

Another annoyance is when you answer their question with another question. It can also appear defensive. Sometimes you have to ask questions in order to have the means to answer their question, but think first how you ask. For example, don't just blurt out, "When did you ring us?" Try, "Can you remember what day you rang us... this will help me track down the...".

When you want to get going, don't just say something like "Will there be anything else?" It sounds like you're impatient to get away from them. Whatever expression you use before parting, make sure it isn't this one. Rephrase it to sound like you are going to make a start on their order. Try something like, "If I've got everything now, I'll get started right now on ..."

Remember, what you "say" and what is "heard" by your customer are sometimes two entirely different things. Think about your expressions... do they need a change?

Terri Levine
http://www.comprehensivecoachingu.com
http://www.terrilevine.com
http://www.coachinstitute.com