Why you should ban the phrase “No problem”!
When your customer says “thank you” how do you reply? Steve reminds us to “keep it positive” while reminding your client about reviewing you online.
vocabulary
Don’t “order” your clients around!
How you phrase a simple customer request can have a dramatic effect on the all-important relationship between client and company.
Never ‘accuse’ your prospect of having a “problem”!
Steve shares one word to never use with a customer along with a reminder on a much more neutral and less “accusatory” phrase.
Should you “up-sell”?
Steve doesn’t like the word up-sell. But he definitely likes the idea of making lots of profit from Additional Service Options. Here’s are some pointers…
Words are so very powerful!
The phrases you (and your employees) use with the client can define you as a true professional.
Business Bullies – Part 4
The boss doesn’t have to flaunt her authority by threatening people and the business owner certainly shouldn’t try to bully someone into higher performance.
Business Bullies – Part 3
Bullying contaminates your company culture, undermines the morale of your people, and weakens your competitive position!
The Three A’s – Part 3: Affability
Are you nice to your customers? Who isn’t? But are you affable? In the speed of today’s business world being pleasant, friendly or sociable is a luxury many business owners feel that they just can’t afford. Chuck reviews why cleaners and restorers need a little bit of “bedside manner”.
Words Do Matter (Part II)
Here are some more words to avoid along with the better replacements. Plus, our readers chime in with their favorite expressions.