Using the right words, phrasing and tone of voice can make all the difference between standard and remarkable service.
Draw on the Power of Positive.
When you sense your client or prospective client is unhappy about something, staying positive and making it clear you want to help them makes a huge difference:
- Take the time to ask a few questions. It shows that you care and can boost your likeability.
- Instead of saying, “Is there anything else I can help you with?” (Your client or prospect might think, “You didn’t help me with what you said you would in the first place!”), try “Is there something else I could help you with?” This creates a better connection and helps to build a relationship.
- Replace “Do you think you could…” with “If you’re willing to …” It puts them in control of making their decision and indicates that you will reciprocate. It changes the emphasis and helps lead to a positive resolution.
Deliver the bad news first.
If you have bad news, say it upfront. Whether it’s in person or online, delivering the bad news first, then the good news, has proven to be far more agreeable for the client.
Behavioral science has shown that we prefer to be left with a good feeling, so going with the bad news first, then talking about how you can work together to resolve it, is considerably more effective.
Use your own style.
Forget corporate speak. Instead of relying on jargon terms to sound professional (“low-hanging fruit”, “boil the ocean”, “bleeding edge”, “open the kimono”, “trim the fat”, to name a few), bring in your own style of speaking, and use simple language in the feedback you give.
Using straightforward, understandable terms in your conversations in a consistent way helps build trust and credibility with your clients. They will relate to you better as another human being and become far more comfortable.
Summarize what was said.
In the interest of creating a smooth and friendly conversation, there can be a tendency to assume that you and your client understand each other perfectly. But that may not always be the case. It’s best to double-check by paraphrasing what they said as a statement or question. Doing so allows them to correct any misunderstanding.
Conversely, when you’re giving them a lot of information, summarize your key points afterward, and invite them to ask any questions.
What words matter to YOU?
What communication style works best for you and your business? To continue evolving your own signature words and phrasing, book a complimentary discovery call. We know from our own client experience that this is an essential part of building your brand.