Phrases that Pay - Simple Statements that Increase your Perceived Value
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Quick - name
words which, when frequently used by waiters and waitresses, increases
it’s not please or
Give up? The answer is, ‘for you.’
So, rather than
saying to a customer, “Would you like some more coffee?”, the savvy
would say, “I brought more coffee over for
patron thinks, “Gosh, you
did that for me, how thoughtful!”
tips accordingly - on average 12% more.
That’s what I call
you can never be too polite with a
customer, you can be too formal.”
If you answered correctly - ignore the rest of
this article. If on
the other hand you’d like more phrases
and tips that increase your perceived value, then read on.
It’s OK to be
in a bad mood
I don’t buy-in
conventional ‘wisdom’ that an employee must bubble with enthusiasm to
great service and high value. In the real world of upset customers,
and stress, an employee’s enthusiasm will occasionally wear thin. We
bad days. So, front
line employees need
to be trained on how to convey a positive, helpful attitude even when
not having a zippity-do-dah day.
along with phrases that convey a powerful positive impression - no
stressed you may be.
asks for something
and you don’t know if it’s in stock.
“I don’t know if they’re in. I’ll have to
don’t know if they’re in, but I’ll be happy
to check for you.”
a better attitude. The irony is that she didn’t work any harder than
untrained worker - they both checked inventory. But the trained
employee gets a
lot more credit because she used better phrasing.
What’s more - she didn’t have to feel
happy or enthusiastic to get the
extra credit. She just used wording that made a better impression.
boss, co-worker or customers asks you to do something.
training (any of the
I’ll try, I’ll do my
best, uh-huh, sure”
With training: “No problem.”
“OK” or “sure” are adequate
responses. But who
wants to be perceived as ‘adequate’?
On the other hand, imagine asking someone to do a series of difficult,
inconvenient, unpleasant tasks, and they respond instead with, “No
conveys the impression
of a positive, confident person.
we don’t have to actually feel excited
or want to do the task, but using
right phrasing creates that perception.
customer asks about a delivery date.
training: “We might
be able to get it to you by Wednesday.”
it by Friday.”
underpromise and overdeliver. In
situation, if the delivery is made on Thursday, the untrained employee
incompetent while the trained person looks like a hero.
Keep in mind that it’s not just your
organization’s reputation that’s at stake - it’s also your personal
So make promises sparingly, and then keep them - no matter what it
addressing a customer
training: Says, “sir,
miss, or ma’me” frequently.
sir or ma’me and instead uses person’s name.
While you can
never be too
polite with a customer, you can be too formal.
When I ask participants at my seminars how they feel when
a front line
employee addresses them as “sir” or “ma’me” the overwhelming response
‘old’. Not a good
more, it creates a barrier between the
customer and employee. The
be starting to think of the employee as a friend - which we want. But
moment the employee uses “sir” or “ma’me” the customer is reminded that
not friends, but business associates. Most of us are much more loyal to
than we are to businesses. Of
are exceptions where you may choose to be more formal; such as when
dealing with certain senior citizens or someone from a conservative
background (anyone from England).
want to be believed
the statement with any of these phrases): “The truth is... believe
honest..., true story..., I really mean this...”
these statements and just makes the statement of fact.
statement with a phrase that essentially says we’re about to tell the
implies that everything we’ve said up till that point has been a lie!
statements hurt rather than help our credibility. So trained employees
don’t use them - especially when having a sales conversation.
The competitive edge
Having a technological advantage over the
competition is almost
impossible to sustain in today’s marketplace.
Customers can almost always get a similar product to yours
else. The easiest
way to differentiate
you and your organization is by providing value added
service. That doesn’t mean everyone
has to work
harder. It does
mean you need to speak
the language of professionals. That’s
when using the right phrase really pays.
About the Author
an international speaker
and corporate trainer. His focus
is, “The Art of Client
Influence with Ease.”® For
self-study kits, and information about booking Jeff
or call 1-800-jmowatt
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Article Published/Sorted/Amended on Scopulus 2010-11-04 15:26:56 in Marketing Articles