Posts Tagged ‘Help’

Words to Use to Better Serve Your Customer – Part 2

Friday, April 16th, 2010

Here are a couple of additional “helpful” ways to use your words more effectively when talking with your customers.

  1. Say, “Can you help me understand …?” rather than “Why?”. Saying the word “why” might carry a suspicious tone. I’m sure we’ve all had someone ask you “why?”, and in your own mind you’re going through a quick mental drill of wondering to yourself, “why are they asking me why?”, or “what ulterior motive do they have for asking me why?”. Don’t be in a situation where your customers are going through that mental exercise with you.
  2. Say, “I understand” rather than “Yep”,“I see”, or “Uh-huh”. Saying “I understand” implies that you fully comprehend what the customer is saying, and that you and your customer are advancing the conversation. If you really don’t understand, then refer to #4 above.
  3. Say, “Here is what I can do now” rather than “Should have”. “Should have” might imply that it’s too late to fix it. Even if something “should have” been done, had we known the “should have” at the time, it wouldn’t be a “should have” now. Deal with the current situation. It’s better to say, “Here is what can be done now …” and move forward.

Words to Use to Better Serve Your Customer

Wednesday, April 14th, 2010

Over the past ten-plus years, I’ve conducted numerous presentations to my clients on the topic of “Customer Service”. There are clearly dozens of helpful ways we can all serve our customers better. One of them is in the choice of words we use when trying to address an issue or solve a problem. Over the next few blogs, I’ll share some way to be more “helpful” with the words we use with our customers, that can help build relationships with our customers, rather than barriers.

  1. Say, “Yes” rather than “No”. Our customers come to us to solve their problem(s). Don’t send them away mad or frustrated. Take the time and energy to come up with ways to help them.
  2. Say, “Can” rather than “Can’t”. Sometimes saying “can’t” is even worse than saying “no”. Could your customer perceive that you “could” help them … but are choosing not to?
  3. Say, “Here is how I can help …” Even if it isn’t the complete solution to the problem, it certainly is heading in the right direction. Effort does count, especially when building relationships with customers.

More good word choices in my next blog.

Haiti Support: Thank You!

Wednesday, March 3rd, 2010

Thank you to everyone who purchased a DVD for the people of Haiti!  With your DVD purchases over the past 5 weeks, we were able to make a nice donation to the American Red Cross Haiti Relief Fund.  That donation has been made and hopefully many Haitians will benefit as a result of your generosity!  Enjoy your DVD presentation and Thank You for working with us to help make a difference in the world!

If you would like to make an additional donation for the people of Haiti or Chile, please visit redcross.org.

Be Fearless – Part 4

Monday, February 8th, 2010

Moving right along to the 4th root cause of fear that inhibits our success.

#4 – Fear of Asking for Help— We were not meant to be alone, do things alone, or achieve goals alone.

So why do I see so many people afraid to ask for the help they need to succeed?

Well, some obvious answers are; not wanting to be rejected, not wanting to impose on someone else, afraid they’ll appear weak if they ask for help, etc. Sometimes it’s even a lack of trust in other people and even a lack of faith in ourselves.

Try the simple action today of asking for help. Sometime during your day today, you will be faced with needing the advice or assistance of others. It could be as simple as un-jamming the photocopy machine, getting directions somewhere, or suggestions on a movie or nice restaurant to go to this weekend. No shame, no embarrassment, no weakness. just reality. We all need each other to get what we want.

Don’t look at it as a negative. Realize that success is a team effort and you’ll be excited to bring others into your process.

“If you can’t believe in yourself, who CAN you believe in?” How many times have you heard that? If you’re someone who doesn’t have much faith in yourself, you may have heard that saying often.

This, without a doubt, is the toughest of the 5 fears to conquer. Why? Because faith is a very personal thing. And overcoming a lack of faith in yourself only comes from deep within you.

Help the People of Haiti…Buy a DVD!

Friday, January 29th, 2010

On January 12, 2010 Haiti was devastated by a magnitude 7.0 earthquake.  We would like to play a part in helping the People of Haiti, and we need your help!  For the entire month of February, we will donate 50% of the proceeds on all DVD sales go to support the American Red Cross Haiti Relief Fund!

Help us make a difference! Buy a DVD today and impact lives!

Help for Haiti