You need to persuade, comfort and even motivate customers every day you work with them. Choose the right words, and you can accomplish any of that and more.
Some words are more powerful than others.
These 10 are some of the most effective in the English language.
Emphasize them when you talk with or write to customers.
Generations of people who want to influence others — from salespeople and religious leaders to politicians and villains — have found that you is the absolute most influential word. It puts the focus on others — and customers always want the focus on them. It shows you have empathy and compassion for customers.
You can boost the power of you by using customers’ names, as well.
Example: “You know it’s true, Bruce, that we value your business.”
Imagine can open customers’ minds to more things that are possible. It suggests they can skip the worries and depend on you.
Use imagine to let them know you want to do what’s right for their situation.
Example: “Imagine if we could get this to meet your exact specs. What would you suggest we do first?”
Because helps logical thinkers connect cause and effect. Emotional thinkers connect feelings and logic. It’s an important tool when you need to explain complicated or even emotional things to customers.
When you give customers reasons – connected by because – it gets them to respond fast.
Example: “We need you to briefly stop your project because we want to check the quality of the third-party materials to be sure they meet your standards.”
You shouldn’t be surprised that most customers want immediacy. You want to tell them what’s happening now, not what already took place, and how they’re affected now.
Example: “We will start processing your order now so it is completed before your deadline.”
Believing is the first step in making something happen. When customers believe in you, their choices and their relationship with your company, they become more loyal.
Example: “Believe me, this is the most efficient model we’ve ever put out, and it will help you boost productivity” or “If you believe in the new system, you’ll recognize results this quarter.”
You should usually be the one to help in the customer/company relationship. But getting customers’ help sometimes creates stronger connections.
When you ask customers for help, you become partners. And when you acknowledge help given, you recognize that it’s a valuable partnership.
Examples: “Could you help me sort through the choices for you. What do you think of … ?” or “Your help was just what we needed to make the best decision.”
Could helps you work better with customers during problem resolution. It loosens the limits that the word should can put on your collaboration.
Example: Ask your customers or yourself, “What could we do?” instead of “What do you think we should do?”
Together builds connections. It can make customers feel like they’re part of your company’s family and that you’re part of their success.
We and Let’s have similar impacts.
Examples: Say things such as, “If we put our heads together, we can troubleshoot this issue,” or “Let’s work together on this right away.”
And is a positive alternative to but. The word but contradicts what you’ve said prior to it or what the customer has just said to you.
And allows you to continue your point, give more useful insight and reach agreement.
Examples: “I understand what you’ve said, and I think we can build on it.” It will make a more positive impact than “I understand your point, but I think we can make it better.”
10. Thank you
People who say thank you honestly and appropriately build better relationships. One study found that people who thank new acquaintances for any kind of help will more likely maintain an ongoing relationship with that person.
A genuine thank you shows customers you are a person who will be part of a high quality relationship.
Examples: “Thank you for letting me help you today.” “Thank you for your loyalty through the years.”