Category: Effective Written Communication

BAD WORDS IN A BUSINESS RELATIONSHIP

Published on by AnickLeave a comment

This is not about cursing, but about using words which can put off a customer – not unlike the expressions presented in the last post (August 7, 2015) – or worse, which can make him or her hesitate… We all heard this joke: “Sign the contract at the bottom, and press hard, there are three copies”! The beginning of this sentence features two words that may cause doubt with a customer who was ready to make a decision: sign and contract. These two words are definitive and binding in most people’s mind. Even if the customer appreciates you, the idea of a long-term relationship with you may be a deterrent. Doesn’t it sound better to ask for an approval on the agreement? Of course, the customer will get it, but choosing words with care simply shows tact and respect. Following is a short list of words to avoid, and replacement options, thus replacing a bad word with the good word:

Replace…                              With…

contract                                  agreement

sign                                        approve

cost                                        investment

price                                       value

buy                                         invest, acquire

sell                                         propose, offer

pitch                                       presentation

deal                                        offer

commission                            fee, service fee

problem                                  situation, challenge

no problem!                            My/our pleasure!

no (or) yes but…                    I understand, let’s see how/why

needs                                     expectations, goals

let me explain                        present, demonstrate

AND finally…

honestly                                  (avoid them all… period!)

frankly

small

always

never

outstanding

awesome

Seven effective ways to lose a customer

Published on by AnickLeave a comment

Let’s admit it: we all said things that we came to regret during a sales interview. That’s when we realized – especially when seeing the infamous rolling of the eyes from our customer – that the sale is lost. Following is a list – although incomplete – of key sentences that must be avoided to maintain our customer’s positive disposition.

    1. To be honest with you. This has to be the best sentence to activate your customers’ lie detector. From then on, they will think that the rest of your presentation is all lies. Take this one out of your repertoire, period.

2. I need this sale to reach my goal. Why would the customers help you? They are not your friend after all. If you utter this one, be prepared to give something in return, as they will understand that you are at their mercy.

3. You don’t understand. There is no better way to irk your customers! They will think you take them for fools that just don’t get it. Learn to preserve their ego. Instead, say: I feel I did not explain this clearly, let me try again.

4. I would be glad to do it, but my boss won’t let me. This is often said to maintain the business relationship. And the boss, not being there, is the perfect scapegoat. The problem with this excuse is that it reflects on the whole company, and if customers hear it repeatedly, they will tend to despise the company. Furthermore, if your boss finds out that you put the blame on him or her, you may hear about it during your annual review! Just avoid this one altogether.

5. Please be patient, we have other customers. So: this means that the others are more important than I am… but my money is just as good as theirs! If at all possible, try getting a colleague to help out.

6. This will cost next to nothing. It’s all a question of perspective: the value of money is not the same for all, and we should never assume that customers have a pocketful of money. Some may drive a Mercedes that can be a stretch to pay for, while others have a tight bank account. Avoid talking about money during the sales interview, talk about the advantages and keep the price for the end. 

7. We are doing our best. Customers do not care. What they want are results. If it is not possible to deliver, try offering solutions that will meet their needs. Happy customers will recommend your services. 

Some sentences — spoken or written — can ruin weeks, and even months, of efforts. Those who know this place themselves ahead of the competition. Taking care of the ways you communicate will ensure greater chances of success.

Topic No 3: Ready, Get Set, Go: the Tone of the Written Word

Published on by AnickLeave a comment

Life in the work place can, at times, seem like a whirlwind. The same goes with writing: we write fast — too fast. To make things short and to the point, we tend to forget certain forms of civility which demonstrate a respect that is appreciated, and goes a long way. Commands such as “Please govern yourself accordingly”, although containing the word “please”, can provoke the opposite reaction! It would just be better to read “Your cooperation would be greatly appreciated.” Politeness, especially when something or some action is required, can bring surprisingly speedy results.

Your level of education, culture and professionalism will be judged according to the care you take in your written communications, and the words you choose. Many of us speak more than one language and it is easy to use words that are not understood by the majority — such as Gallicisms. Look them up in a dictionary. If you need to make it quick, there are several online versions that are quite adequate and user-friendly. The first impression is the lasting impression, and so it is with the written word.

Marie-Josée and Anick

The single biggest problem in communication is the illusion that it has taken place. (George Bernard Shaw)

Communication Pitfalls in the Working Place: How to Avoid Them – Part 1

Published on by AnickLeave a comment

It’s Monday morning,  and you are catching up on your emails, while enjoying a life-saving coffee, when a sip gets stuck in your throat. “What on earth (polite version) does this person mean?” You re-read to make sure: there are no insults, but the meaning is decidedly scathing. Emails can become bombshells in the work place. And, although many warnings have been issued on the subject, we do see such faux-pas, again and again. Today, and in the weeks to follow, we will offer useful tips on effective communications in the work place.

Topic No 1: A Nuclear Bomb: Emotions

This is a true story: An employee from a large American company writes an email about a colleague who he despises, and tells all. He criticizes her clothes, her hyena laughter, the way she slurps her porridge in the morning. Of course, this belligerent complainer makes the mistake of sending the email “To All”. It did not take long, he was quickly fired.

The lesson is clear: emails in the work place are not designed to communicate personal emotions. Your feelings about a client, a colleague, your boss, or events in your personal life, when consigned to an email, cannot be erased. They can, however, turn against you. Human Resources can easily put them in your file. And also, people you confide in, who you consider to be your friends today, may someday become your enemies . You will then regret having sent them such amunition.

Next Topic:  Words and Their Meaning.

Marie-Josée and Anick