Thank Goodness It's Monday #376

NO PROBLEM!

WATCH YOUR LANGUAGE!

It may seem fussy and old fashioned, but lately I believe I’ve noticed a marked increase in sloppy speaking, especially in the world of sales and customer service.

And as you might guess from the headline, the phrase “No problem!” is often a problem for me and, so, is high on my annoying-expressions list. 

Site of the Most Grievous examples: Restaurants. 

Clearly we do have a problem when, after an unacceptable wait, I ask servers who really ought to be more on top of things, “Could you check with the kitchen on our order” … “About that water we asked for” or “Can I have the check, please?”

An apologetic acknowledgement and quick investigation and resolution is preferable to a chirpy, “No problem.” 

And perhaps WORST of all. It’s all gone enjoyably and we depart with a sincere, “Thank you.”

“No problem."

Am I a cranky, judgmental old guy?

You can plead “Guilty.”

Or you can plead “Not guilty.”

But you can’t plead “No problem.”

Yeah, maybe. 

But here’s at least a part of why I have a problem with “No problem.”

It’s kinda dismissive. Especially when it’s in response to “Thank you.” 

When I’m being grateful, a gracious response acknowledges that. “No problem” smacks of “Yeah, you didn’t inconvenience me so roll on.” 

Granted, it sounds OK to me in informal, friendly situations – “Thanks for helping move that furniture, friend.” “No problem, buddy.”  And maybe the difference is subtle but, in more professional, business-like formal exchanges, I’d prefer to hear: “You’re welcome” or “My pleasure.”  

·         Good news: I expect that, when enough of us tire of the dismissive and automatic “No problem” response and react accordingly, it will go the way of “Have a happy day!”

·         Bad news: Some classic phrases that can send quite negative messages continue to be heard almost daily in the business world.

I’ve been listening. Here are 10 common language slip-ups that can have a negative impact on customers’ perceptions of you, your firm and its people, products and processes and can sabotage sales and profits. 

They’re hardly “new,” but they persist. And they’re a problem. 

TGIM ACTION IDEA: Listen for their use and correct accordingly.

1. “I would hate to lose your business.” The lesson here is: Don’t suggest what you don’t want your customer/prospect to even consider. Instead say, “We value your business. What can I do to ensure that we continue to serve you for a long time to come?”

2. “To be honest with you ….” This implies that you have been telling me something akin to lies up to this point and now you plan to speak truthfully. Needless to say, this implication can impact the short-term conversation and undermine your long-term credibility.

3. “In my opinion …” or “I think ….” Although there is nothing intrinsically wrong with offering your point of view, it is much more powerful to provide statements from authorities or testimonials from loyal, satisfied customers. For example: “The CEO of Ramtron was quoted in Industry News as saying …” or “Our customers often say that ….”

4. “I’ll try to get this out today.” In other words, you’ll make an attempt, but you’re not willing to guarantee your success or take full responsibility for the end result? Saying you’ll “try” makes you and the company sound weak and ineffectual. Customers want to deal with someone who is committed to doing whatever it takes to get the job done. Be willing and prepared to make that commitment.

5. “It’s company policy to ….”  These are the most frustrating words to the ears of today’s buyers. Rules and policies are best explained in terms of how they benefit the customer: “Our customers find that pre-counted packs save time and money, so we stock them in shrink-wrapped sets of 20.”

6. “Of course, as everyone knows ….” Maybe your prospect doesn’t know. Avoid making assumptions that might alienate your customer. Encourage people to ask questions; request their comments or opinions. You might say, “What questions do you have about this feature?” or “I would like to know your opinion on this subject.”

7. “I don’t know.” You can’t know everything, that’s for sure. But there are other ways to state this that may be more flattering to you. Encourage continued trust from your customer. Say something like, “Jan is our expert on this subject. Let me connect you to her so she can answer your questions more precisely.” Or, “That’s a good question and I’d like to get more information before I answer it. May I call you back in a few minutes?”

8. “Unfortunately ….” As soon as prospects hear “unfortunately,” the mindset shifts to disappointment as they prepare for the letdown they believe will follow. Give people good news first and the bad news won’t appear so ominous. Tell them: “We’ll be happy to get those out to you. They’re scheduled to arrive here October 8. Let me get your order in now so you’ll be among the first to receive your shipment from that fresh stock.”

9. “So you’re not interested ….” This just reinforces prospects’ negative decisions. Instead, have them tell you what they are interested in: “Tell me what you’re looking for in a new system.”

10. “You have to ….” People don’t like being told what they have to do. They’d rather decide for themselves. If you feel that it would be in a customer’s best interest to take a certain action, say gently, “Here’s what you might do to ensure that you receive this item as quickly as possible ….”

So …

TGIM Challenge: Can you watch your language to assure that you win the business you deserve? Can you pass these insights and strategies along so what others say on your behalf helps boost the bottom line?

“No problem!” you say?

Great! 

Now “Have a happy day!” and enjoy the week ahead.

Geoff Steck   
Chief Catalyst
Alexander Publishing & Marketing

8 Depot Square

Englewood, NJ 07631
201-569-5373
tgimguy@gmail.com

 

P. S. Lest you think I’m a complete “No problem” curmudgeon, here’s one permissible-in-my-view usage from the 1989 Nobel-Prize-winning Dali Lama: “For those who may not find happiness to exercise religious faith, it's okay to remain a radical atheist; it's absolutely an individual right, but the important thing is with a compassionate heart – then, no problem.”