Stop being honest with your customers. It's hurting your business. What I mean by this is – stop telling customers what you can't do. They don't care. They don't care if you don't give pricing over the phone. They don't care if you don't have availability today. They don't care what your policies are. Even if all of that is true, they often misunderstand and misinterpret what you are really trying to say. What they care about is how you provide them with some kind of solution. It's time to learn how to be really honest with your customers in a positive way. Knowing and practicing how to shift your responses will not only provide your customers with the WOW experience they are looking for, it will also instill confidence and belief in your employees to find proactive solutions for every problem that may arise. These 10 top things to never say, along with the tools on what you should say, is a vital step in transforming the growth of your employees, culture, and all around business.
Erica Leonor is a highly influential Customer Experience Coach and Sales Trainer at Power Selling Pros. She actually considers herself a Master Jedi Trainer because one of her many talents is being a nerd. She received a BA in Anthropology from BYU–Hawaii and has traveled around the world working with and studying different cultures and peoples. She has an extensive background in coaching and training that ranges from customer service to leadership, substance abuse treatment, and cultural awareness. She currently serves on the Board of Directors for Women in HVACR and thoroughly enjoys bringing opportunities and awareness to women across the industry. She has a YouTube channel with her husband called "The Leonor Life" where they share their adventures with the world (like riding motorcycles).
The Top 10 Things You Should Never Say to Your Customers