Word it Right from the Start
Delivering Better Client Service through Positive Communications

Sometimes creating a positive customer experience can be all in the words you use. One particular phrase that is used too often is ‘no problem.’ These two words are both negative words in our language and can be the spark that creates a negative thought; even if it isn’t intended to be one.

For instance:-  If  a customer were to ask you if you could do something which was not part of the usual services provided to them, you might answer “No?” and before you can get to the next word out of your mouth they are thinking of all the things they need to do to in order to find someone else to deliver the service, not to mention thinking negative thoughts about you for not helping them out. In reality, you were really prepping to say “No problem,” but before you could get out the full response, their mind had already gone down a negative path. It is just basic human nature and the psychological way our minds work?after all your brain processes around 200-300 wpm (words per minute), whereas the average rate of speech is approx 100-150 wpm.

Customers are human too. They hear things the same way we do, so maybe we should look at how we can turn a “no problem” into a more positive response before a negative thought can begin. Some examples might be “Sure, I’m happy to help,” “It is my pleasure,” “Absolutely,” or “Certainly, glad to help.” You can probably think of others too.

So, think about the words you use and how you want them to be received in a positive way from the very first word of your response. Customers will appreciate it and so will everyone else; not to mention the benefits you will experience when you are on the receiving end.

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