Ten Things Customers Don't Want to Hear, and What to Say Instead By Bill Lampton, Ph.D.

Think back to recent conversations you had while you were shopping. Unfortunately, chances are very good that sales people who talked with you about their product or service used language that either surprised you, bothered you slightly, or infuriated you so much that you vowed not to do business with them again.
Now, think about the words you and those you work with use when you talk with current and potential customers. What are you saying that offends buyers? What should you be saying?

Here are ten of the most common language blunders, with the comments you and your people should be making instead:

ONE: I'm surprised you haven't heard about our product.
Why that's wrong: Sounds condescending, arrogant, and insulting, implying that the prospect is ignorant.
Better statement: Since you said our product is unfamiliar to you, I'll take a couple of minutes todescribe it and answer your questions.

TWO: That's not my job.
Why that's wrong: Not only do you avoid handling a customer's problem yourself, you offer no solution from anyone.
Better statement: I know just the person who can help you with that problem, and I'll introduce you to her.

THREE: Sorry, it's closing time, so I can't talk with you now.
Why that's wrong: Indicates that you work by the clock, not by commitment to customer needs.
Better statement: As you can see, the store is closing now, but I will be glad to stay around a few minutes until we meet your need.

FOUR: To schedule delivery, let me see when I'm going to be in your neighborhood next week.
Why that's wrong: Shows that you have your convenience as the decisive factor in scheduling, not the customer's convenience.
Better statement: Yes, we can deliver this to you next week. What day and time will suit you best?

FIVE: You're the first person who has complained about our service.
Why that's wrong: Implies that the customer is a grouch and troublemaker, and that your company could not possibly be wrong.
Better statement: Even though we hear plenty of compliments about our service, we know there's always room for improvement, so I'm grateful that you reported this problem.

SIX: Tell me your name again, and what the problem is.
Why that's wrong: Shows that you didn't listen carefully, and this will infuriate a person who is dissatisfied already.
Better statement: Mr. Adams, as I understood you, your car's air conditioning isn't cooling adequately. Right?

SEVEN: If you buy this item, you'll help me meet my sales quota for the month.
Why that's wrong: Makes you sound only marginally successful, and reflects that you are using the customer instead of becoming useful for the buyer.
Better statement: This item has been quite popular this month, and we are hearing good reports from customers who have installed it.

EIGHT: Walk through that door over there, turn left, take the escalator, and you'll be on the floor where we accept returned merchandize.
Why that's wrong: Many people get confused about directions, and if the customer gets lost, you are adding to her frustration.
Better statement: Let me tell my manager that I am going to take you to the clerk who can assist you with this returned merchandize.

NINE: Gosh, I barely got here-had to drop my dog at the vet, traffic was terrible, and I've got this awful headache.
Why that's wrong: Customers aren't interested in your problems, because they are depending on you to solve their problems.
Better statement: Good morning, I'm glad to meet you.

TEN: That's against our policy.
Why that's wrong: Customers don't want to deal with inflexible bureaucrats, but with sales people who care enough to adjust to unmet needs.
Better statement: While regulations seem to indicate we can't do this, I believe we can find a way to meet your needs.

A closing suggestion: Take this list to your next staff or employee meeting. Use the list as a springboard for discussion. Challenge your group to identify other offensive statements, and agree on suitable replacements. Your customers will welcome the refreshingly new climate of courtesy and consideration that permeates your work force.

Bill Lampton, Ph.D.--author of The Complete Communicator: Change Your Communication, Change Your Life!--helps you "Learn More. . .Earn More," through his expertise in communication, motivation, customer service, and sales. His speeches, seminars, and communication coaching have benefited top-tier clients, including the Ritz-Carlton Cancun, Gillette, Duracell, Procter & Gamble, Missouri Bar, CenturyTel, British Columbia Legal Management Association, and the Environmental Protection Agency.
Visit his web site to sign up for his complimentary monthly E-mail newsletter. Call Dr. Lampton to discuss how his services will benefit your organization: 678-316-4300. E-mail him: drbill@ChampionshipCommunication.com
Article Source: http://EzineArticles.com/

Change and business during economic challenges

According to Max DePree in LEADERSHIP JAZZ, there are two attitudes that will "guide us into constructive responses to change."

1. Change or the person who leads us into change is not the enemy. Abraham Lincoln did not become a leader by justifying the prevailing beliefs but by changing those beliefs. Beware of people who make change a cause for failure.
2. Become a frantic learner. Change will leave us in the past as the people who predicted the failure of the automobile. Learning is worthwhile and meaningful in itself. Leaders respond to change by learning something. The eager, frantic learners in life find actual joy in the process of change.

Find ways to learn and change your business and how you attract customers. Whatever worked in the past may or may not work now. What is happening now is a great opportunity to find other ways that things work.

Some things to learn or remember:

During economic downturns, the number of people looking for business or jobs increases.

1. Face to Face networking is a great way to find contacts. However, realize that many people in, for example, BNI groups, have built relationships over sometimes years. Face to face networking is about building relationships. Business may come later. Still those meetings can be great way to build contacts.
2. Never be desperate. People can sense "desperate" energy. It makes you and your service less desirable. People are looking for a sense of security. Provide it.
3. Increase the number of people you contact and do superb follow up. The average sale happens after 7 contacts with an individual or company. Most sales people give up after 2 contacts. It certainly is easier when the money is flowing. When the money is tighter, you have to be creative and diligent when searching for customers.
4. Write a description of your perfect customer and share that with other business professionals.
5. You may have to make deals, but do not devalue your product or service.
6. Provide exceptional service period. People will remember it.
7. Keep contacting people and call them. I'm finding that people are stressed and are not checking their emails as much. Plus, email is not reliable.

Recommended reading:

E-Myth Revisted; Leadership Jazz; Attracting Perfect Customers

A New Year

This is a poem that was written by Lois Wyse in the 1970's.

PRAYER FOR A NEW YEAR

Instead of anger
Let me feel
Compassion

Instead of rage
Let me show
Concern

Instead of hate
Let me seek
Change.

For if
To a warring, wondering world
Each of us will bring

Compassion
Concern
Change,

Then perhaps there will be

Love.