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
Chief Catalyst
Alexander Publishing & Marketing
8
Depot Square
Englewood,
NJ 07631
201-569-5373
tgimguy@gmail.com
201-569-5373
tgimguy@gmail.com
