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Friday, March 30, 2012

Customer Interaction "No-No's"

Words have power and when dealing with customers there are words you should avoid.

Author Harvey Mackay*, in a column in the Kansas City Business Journal, suggests that employees at every level should never use these four words in front of a client/customer:

  • Can't - As in, "We can't do that." "We can't meet that deadline." Unless you honestly cannot produce and then be honest and help them find another vendor.
  • Busy - As in, "I'll call you when I'm not so busy." "I'm really busy right now." The word "busy" gives your customer the impression they are a low priority.
  • Safe - As in, "Let's play it safe." Customers typically want to engage in calculated risks versus playing it safe.
  • Fear - As in, "I fear that we may be moving too fast." That tells your customer you haven't done your homework. Mackay writes, "Common sense, thorough research and sound advice should allay your fears to a reasonable level."

Make sure that everyone in your business (from production to sales to management to marketing to operations and so on) is not using these words, even inadvertently, in front of your customers.
Are there any other words that you feel should be eliminated when dealing with customers? Join the conversation by adding them to the comment section below.

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*Harvey Mackay is the author of the #1 New York Times bestsellers Swim with the Sharks Without Being Eaten Alive and Beware the Naked Man Who Offers You His Shirt, both books are among the top 15 inspirational business books of all time, according to the New York Times. His books, including Use Your Head To Get Your Foot In The Door, The Mackay MBA of Selling in the Real World and Dig Your Well Before You’re Thirsty, have sold more than ten millions copies worldwide.

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