We’ve all made comments that we later realize were counterproductive or resulted in a lost customer. Especially in small business, every customer counts, so there are certain things they should never hear you or your employees say.
Freelance business management writer Jeff Wuorio suggests seven things never to tell your customers.
1. Why are you doing that for him?
Questioning the service for a customer should never be done in front of them. Aside from being rude, this indicates to the customer that either you don’t know about customer service or simply just do not care.
2. Are you sure you can afford this?
While it is a good idea to make sure the customer understands the price for an item, never question their ability to pay.
3. What an idiot that last guy was!
Any business will get customers who are not very intelligent. An employee should never say this to a co-worker but doing it in front of another customer is not only rude, but grossly unprofessional.
4. We don’t have it.
All retail businesses will run out of an item or not carry it at all, but saying no to a customer is almost like saying “…and stay out”. See if there is a substitute they would be satisfied with and if not, build goodwill by referring them to a competitor that may offer what they’re looking for.
5. What a ______ name.
It is not wise to comment or inquire about the sound of someone’s name. The only proper thing to do is to ask if you’re pronouncing their name correctly.
6. I haven’t a clue about what I’m talking about, but I’ll ramble on regardless.
While you should not strangle your employee’s willingness and eagerness to provide good customer service, urge them to stick with topics and advice they’re familiar with.
7. I only work here.
These four wretched words by an employee show a complete lack of enthusiasm or willingness to address a problem. Your employees need to understand that there is likely someone else available to address a problem that is beyond their means.
Good customer service is one of the most important components in making a business successful. Every effort has to be made to build a loyal customer base. Verbal miscues like the ones detailed above can hinder this effort so be sure you and your employees think before speaking.
