If you were a customer on the telephone calling your place of business with a question or complaint and were ready to make big purchase, which of the following phrases by your employee would make you feel welcome and want to complete your transaction? Which would drive you away?
By the way, smart small business owners make this call annonymously to test the customer relationship managemnt style and effectiveness of their employees. It should not be used as a trick by which to fire erring employees but as a foundation upon which improvements can be made, both to the employee, and to the customer relationship management system.
Now, which of the follow would drive you away and which would invite you to want to do more business?
By now you can certainly see and feel the advantage that using positive phrases creates for your organization, your customer, your organization, and yourself. Positive phrases cause positive outcomes for everyone involved.
When you're positive with your customers, they'll be positive with you. After all, isn't that what doing business is all about?
Be courteous and professional with others and watch the benefits fall into your lag. It's guaranteed.
Remember: When you maximize your potential, everyone wins. When you don't, we all lose. Copyright © Etienne A. Gibbs, MSW, The Master Blog Builder, all rights reserved.
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