Article:

Words Your Customers Want to Hear
(And they aren't "May I Help You!") ....

By Anne M. Obarski

September is a beautiful time of the year in the Eastern part of the United States. The days are getting shorter and the trees are just starting to show a tinge of color as we all await their vibrant colors to come. September is also "back to school" or what a commercial once said, "the most wonderful time of the year" to many summer stressed parents.

Since I worked as a college instructor for 15 years, I remember very well the anticipation of even my college students to get back into a routine and for most of them, their final educational path to a "real" job.

I also feel that businesses are in a "flex" mode as many of their staff have headed back to school and they are scurrying to hire people to take their place before the holiday rush begins.

There is a different feeling in the air and I look forward to September like a "New Year's" day. Starting fresh, having an open mind and ready to take on new and exciting challenges. I hope you feel like that in your business. If you do, sharpen your pencils and let's look at a grammar lesson that could help you increase your business by just using a few extra words when you speak to your customers.

Statistics have shown that your first impression on someone is made up of the following:

If you have ever been in one of my audiences you know that I spend a lot of time on the first two statistics and how to improve them.

However, I have found that if we are to improve our communication skills we can't avoid the last one which is all about the words we use when we speak to others.

Words have a powerful impact on people. Words are what make up that 7% of how we are evaluated when someone meets us for the first time. I think we all know that it can take just one or two words to break our hearts or to make us feel like the most special person in the world.

Let's take a look at some special categories of words that, when used wisely in business, can help you develop a bond between you and your customer.

Royal Words —
When used correctly, make a person feel special.

“May I” - Ask permission of your customer! Make them feel special!

“As you Know” - These few words used in the beginning of a converstation implies that your customer may already have knowledge about the product or service and that you are just reminding them about those points.

“I’d appreciate it if….” These words can be used in a conversation to ask the customer to do something that could be helpful such as, "I'd appriciate if the next time you stop in that you could let me know how your daughter liked her jewelry.

“Please” - Ask your Mom if you don't know when to use this one!

“It would be my pleasure” - Your customers listen to MMFS-AM or Make Me Feel Special About Me, so let them know that you want to go out of your way for them in a nice way.

"Thank you!" - Use this one with sincerity and not like a trained parrot.

Power Words —
These words connect to our emotions.

Power words help the customer to develop mental images of good feelings, suggest solutions to problems and help to create involvement. Any of the following words could be easily added to your business vocabulary!

Familiarize yourself with good advertisements and notice how often these words are used. Try adding more "color" in your conversations with your customers by adding more power words and watch your sales increase.

Romance Words —
Like icing on a cake!

Romance words are typically used when selling luxury items like jewelry, expensive clothing or prestigious cars. But I can see using some of those words when selling some of the most basic of products or services.

So what words will be on your spelling list to use at work? Can you develop a fun way to challenge your employees to paint word pictures with their customers? Remember, there just might be a pop quiz!

Anne M. Obarski is "The Customer Service Spy!" As a professional speaker and trainer, Anne will work with your company to provide you with the clues to keep your customers coming back. Anne presents keynotes, break-out sessions and customized training, nationwide, in the area of customer service. You'll want her two new books, "Surprising Secrets of Mystery Shoppers" and "Real World Customer Service Strategies That Work". For a limited time get her free, "10 Big Secrets to Giving Mystery Shopper Feedback and Get the Changes You Want", by faxing 636-922-2696 on your letterhead and write the words, BIG SECRETS. For more info go to: www.merchandiseconcepts.com or email Anne at anne@merchandiseconcepts.com.

Click here to e-mail Anne Obarski.

For high resolution photo of Anne, click here.

More Articles from Anne Obarski

---