Starting a conversation with a negative statement will probably offend a customer. An example of this: "There is no way I can take care of your job for at least a week". You want to say: "We can schedule that for Friday of next week, will that be convenient for you?" Scheduling a service trip without having to call back removes doubt from the customer's mind regarding your interest in working for them. Try to set the appointment at that time.
Slang or technical terms that a customer may not appreciate or understand could cause them to feel uncomfortable with your company. Using proper definitive language and information with regard to their questions and needs sets the tone for a good relationship and resulting repeat and referral business.
At the Bane-Clene® Institute, we cover these and other important topics. We also have a wealth of information available on line in the "For Professionals" section at www.baneclene.com.
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The Bane-Clene® Team.
