Do you talk like an advertiser?
In a recent issue of her What’s Next BLOG, B L Ochman raises the issue of how we speak to customers. And she makes the statement that “if you talked to people the way advertising talked to some people, they’d punch you in the face”.
And it caused me to think about the way business people talk to customers, prospects and alliances.
Consider the following three examples: -
1. When arriving at a restaurant, front desk, airline counter etc I am often asked, “what WAS your name?” Last time I checked it hadn’t changed so the better question would be “what IS your name please?”
2. When someone does something for me and I express my appreciation in some way they say “no problem”. Why raise the negative of a problem? Better to use a positive and say, “it was my pleasure!”
3. A well-known speaker recently said to the audience “you people need to consider……..”. Imagine how we all felt suddenly being downgraded to the impersonal group of “you people”. Much better to say “for everyone here today…….”.
So here are some tips to consider!
a. Always include the persons’ first name in your greeting – it is music to their ears and shows that you listen.
b. Avoid industry jargon/abbreviations that only people in that industry/business understand.
c. Practice talking with warmth and heart in your voice – it immediately puts the other person at ease and facilitates good communication.
