If you were a customer on the telephone calling your place of business with a question or complaint and were ready to make big purchase, which of the following phrases by your employee would make you feel welcome and want to complete your transaction? Which would drive you away?

By the way, smart small business owners make this call annonymously to test the customer relationship managemnt style and effectiveness of their employees. It should not be used as a trick by which to fire erring employees but as a foundation upon which improvements can be made, both to the employee, and to the customer relationship management system.

Now, which of the follow would drive you away and which would invite you to want to do more business? 

• I'm sorry. I didn't get that.
• I can't understand what you're trying to say.
  
• Yes, Mr. Jones, I'll be happy to do that for you.
• All right. I'll see what I can do about it.
  
• It will take a few minutes. Would you like me to call you back?
• Hold on. I'll be right with ya.
  
• Thank you for waiting. I have that information now.
• You're out of luck. We don't sell that any more.
  
• Would you spell your name, please?
• What did you say your name was?
  
• Thank you. I'll check for you.
• Okay. Let me see if I can find out about it from someone.
  
• I'm sorry. Mr. Smith is away from his desk. May I help you?
• He's still out to lunch. I don't know when he'll be back.

By now you can certainly see and feel the advantage that using positive phrases creates for your organization, your customer, your organization, and yourself. Positive phrases cause positive outcomes for everyone involved.  

When you're positive with your customers, they'll be positive with you. After all, isn't that what doing business is all about?  

Be courteous and professional with others and watch the benefits fall into your lag. It's guaranteed.  

Remember: When you maximize your potential, everyone wins. When you don't, we all lose.

Copyright © Etienne A. Gibbs, MSW, The Master Blog Builder, all rights reserved.

PERMISSION TO REPUBLISH: Although this article may be republished in newsletters and on web sites provided attribution is provided to the author, and it appears with the included copyright, resource box and live web site link, email notice of intent to publish is required. Mail to: execandgroup-consulting@yahoo.com

ABOUT THE AUTHOR

Etienne A. Gibbs, MSW, Customer Relationship Marketing Consultant, rapidly becoming known as The Master Blog Builder, helps individuals, organizations, and small businesses improve their customer relationship management. For more information email Etienne at execandgroup-consulting@yahoo.com or visit him at www.MasterBlogBuilder.com to sign up for his free Lesson to Be Learned weekly Tip Sheet.