By Mauro Libi Crestani. There has always been debate about whether a positive attitude or a negative attitude has such a significant effect. When your attitude is expressed in your words to others,
Well……………Then just imagine this………
A customer asks a question and receives a response from the owner or employee. The employee has an all around negative attitude to life. His response shows it. Unfortunately, the response may not adequately answer the question. It is deflected with negative phrases that do little to motivate the customer into making a purchase or returning to repeat the buying experience.
An employee has a question or offers an opinion to the owner and expects a reply. The employee has high energy, loves working and wants to excel at his job. His boss or supervisor however has a very negative attitude and tends to put anyone and everything down. So what effect will this negative manager have the positive employee. A negative response to an employee, or worse no response, is one of the best ways to demotivate a potentially excellent employee.
One negative phrase can “turn off” a customer or employee, but with a slight change of words the phrase can become positive. When the right words are used, they encourage customers to purchase, become loyal, and act as goodwill ambassadors for the business. Likewise, when words are chosen wisely, employees become committed to being a part of a growing and successful business.
Make your responses work for you!
Work on removing all negative words from your vocabulary.
If an employee or a customer asks you if something can be done. Do not dismiss it with.
“That’s a silly idea.”
“We can’t do that.”
“It’s not that important.”
“You sure ask a lot of question.”
“Why doesn’t (he) (you) take (his) (your) business elsewhere?”
Just imagine saying any of the above to a customer! Do you really think that you will keep that customer. You basically are insulting them and their business.
Employees and customers should be encouraged to speak their mind. When Ed Koch was mayor, he became real popular because he wanted to know what everyone thought of him. He constantly asked his voters…
“How am I doing.”
He let them know that none of their ideas or opinions were silly but that they were all important.
Obama won his first election with the slogan of … “Yes, we can.”
Customers do not want to hear what you can not do for them, they want to know what you can do.
To a customer or employee, their needs are very important! The most important customer or employee a business has is the one they are dealing with at the present time.
What to say instead: “I certainly understand the importance of this.”
I know customers can get annoying when they ask a lot of questions. But let’s face it, your customers pay your bills. So make them happy and they will make you happy. Try saying , “I certainly understand the importance of this.”
Remember to always tell your customers that “We’re thankful for all business.” by Mauro Libi Crestani.
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