5 Underrated Phrases
Words matter. Don’t let anyone tell you different.
“Tell me more about that…” Great at client meetings, great in customer conversations, great in coaching sessions and great at parties! You don’t lead unnecessarily, you don’t shut someone down and you don’t force anyone down any path they don’t want to go. You learn and they get to talk and share. Great sales people know this. And any of you actors out there know this is the one of the keys to great improv acting—it always keeps the conversation moving and don’t we all want that?
“We love you…” What is wrong with us? Do you think your customers give a flying hoot that you “value” them or “appreciate” them or “thank” them? Blah Blah Blah. Don’t you really love them? And if not, shouldn’t you? (Their business puts food on your table). Use “love“, “adore” or “cherish” in your print materials or email marketing and even those live conversations or voicemails. There’s nothing wrong with saying “You folks are one of our absolute greatest customers”. Make it your own—but make it different and real. Get above the clutter and stand out.
“Let’ me figure out what I can do.” Who knows why we humans default all the time to what we “can’t” do. It’s maddening and so hard to break. But you say the same thing except far better by saying “Let me think about it and come back with what can be done.” Vs “I can’t do this.” It’s a world of difference be it at work in service, sales and even in your personal relationships. Positive Resonates; Negative Detonates.
“Who besides yourself…?” Add any ending to Who besides yourself as in “has a say in the decision”, “wants to review”, “would like more info”, “would benefit from a demo”? Too often we push our contacts away (whether we know them well or they just answered your call) instead of protecting them, their contributions and frankly their egos. Always include, never insult unintentionally by presuming they do not play a role in the next step.
So you’re all set, this will get you (insert pursuit, dream or goal)”: Easier than it seems but sadly at the end of most meetings, transactions or purchases we limp along and wrap up the pricing, the purchase order or the specifics of the next contact instead of inserting how what just happened is so critical to what the client or the business wants. They don’t want the copier you’re selling; they want more time to focus on real work. They don’t want business Facebook page built; they want to get more customers because they’ll be found more easily. They don’t want to just list out action items for the next meeting; they want to know how what they did today is going to make a difference. Tie off each meeting or interaction that way no matter what you do—you’ll solidify the value and strengthen the partnership.
Till next time,
Grow The Business.