7. Arguments
An all-out screaming match will never end nicely — and it’s not a likely situation in most business relationships. But smaller arguments happen all the time and erode trust.
Disagreements happen every time a customer says one thing, and an employee says, “Let me check on that.” Or when a customer asks for something and is told, “We don’t (or can’t) do that.”
Those responses leave customers thinking that a company only cares about its best interests — not its customers.
While front-line employees can’t bend to every customer’s whim or accommodate ridiculous demands, they can offer several alternatives, making customers feel like they’re part of a decision and like they don’t have to argue for what they want.
The following trust detractors are smaller-scale habits that employees want to avoid to maintain credibility.
8. Speech Filters
Saying things such as “um,” “ah,” “like” and “you know” make people sound less confident and unprepared.
To avoid them, sales and service professionals want to use short pauses to get the right words together.
9. Too much movement
Salespeople who visit with customers can undermine an entire marketing campaign in one meeting with too much fidgeting.
Things to avoid: tapping a pen, shifting weight from foot to foot, bobbing the head up and down, or jiggling the knee, hand or change in a pocket. They all suggest someone is nervous. Customers can sense that uneasiness and might feel anxious about dealing with the person or company.
Instead, salespeople need to stay still. Clench a pencil, if necessary.
10. Self-commenting
When mistakes are made — little or big — some people talk too much in the form of self-commenting. It’s an over-reaction to mistakes. For instance, saying “sorry” after tripping over a word or making a joke after relaying incorrect or inadequate information — i.e., “No more coffee for me today!”
The problem is, it makes the person sound unprofessional and unprepared for what customers expect.
11. Masking
People sometimes do feel uneasy on a first or early interaction, especially when it’s in a different environment. In their angst, they might play with jewelry, cover their mouths when laughing, cross their arms or clasp hands.
Those movements cut off animation and emotion — and make people look like they’re masking true feelings or information.
Instead, people who see customers want to open their posture and use natural gestures.
12. Up-talking
When people are nervous or unprepared, they unintentionally inflect their voices at the end of sentences, which makes every statement sound like a question. So they sound as if they’re uncertain about the information they’re sharing.
It happens on the phone with customers quite often.
The good news: Front-line employees can practice and perfect downward inflection. Try this: Read an article, beginning each sentence in a middle to high pitch and bringing it down toward the end.
Pages: 1 2
