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The Power of Positive Speaking

Positive word choice is important, not just in the business word but also in your interpersonal relationships. Do you keep a positive attitude in your everyday life? Are you an optimistic person? If so, does that come across loud and clear in your conversations? From a customer perspective, positive language can greatly enhance the customer’s experience by focusing less on the negative aspects of a situation or potential problems that may occur, and instead focusing more on solving problems and getting the job done. Positive language is a must for good customer service, and when applied effectively, can actually turn around a bad situation for a customer. Here are my Top Ten Tips. As you read the following list, think about your own interactions (both on and off the job) and write down situations where you could have done better, as well as times when you succeeded in providing a positive experience and a successful interaction.

1) Take ownership. If you (or anyone else in your company) drops the ball, take ownership of the situation. This doesn’t mean lying to the customer if something really wasn’t your fault, but simply saying, “I’m sorry this happened, but I’m going to do everything I can make this right.” And follow through on that promise. Even if a negative situation wasn’t your fault, you do have the power to resolve it at least to some extent. Don’t worry about what you can’t do. Do whatever you can.

2) Maintain a positive tone of voice during every conversation with a client or a customer. Your tone of voice says a lot about your real thoughts and feelings. Remember, positive customer interactions aren’t just about what you say; they’re also about HOW you say things. Make sure you are using a sincere tone of voice that makes the customer feel valued and respected. Avoid sarcasm as this could be taken the wrong way  or leave the customer with a bad impression.

3) Be a team player. Work with your customer or your client to make sure you are providing the expected quality of work and meeting any predetermined deadlines. If you work for a company with more than one employee, promote a sense of unity and teamwork within the company by using phrases such as “we” and “our”. If a customer has an issue with another associate at your company, make sure you never point a finger at that person. See #1

4) Never underestimate the power of positive words. Communication is absolutely critical in managing, meeting and exceeding customer and client expectations. Much of that communication relies on what we say and how we say it – and positive word choice combined with good voice tone is extremely powerful in effectively sending the right message. Practice communicating in a way that is focused on  resolving issues (if the customer or client has any), using words such as “will” and “can” and avoiding negative words and phrases that could hinder your overall message. This leads into #5…

5) Don’t point the finger! Don’t say, “It’s not my fault, my problem, or my responsibility” or “I can’t help you with this.” Don’t throw your fellow employees under the bus, even if they did make a mistake. We all make mistakes sometimes. Be sure that YOU are the one who is fixing them, and the customer or client will be eternally grateful. Know that your hard work will pay off in the end, and you are doing the right thing by creating a positive customer experience.

6) Turn negatives into positives. If you have to communicate a message that you fear may cause disappointment, be sure to cushion it as much as possible. Avoid words like “fault” and “refuse.” Another big trigger is the word “unfortunately” – ouch! Just hearing that word prepares the customer for some bad news. Instead, focus on what you CAN and WILL do for the customer. The word “although” can be your best friend. Try saying, “Although we can’t do that at this time, here is what we CAN do for you…” People read words in order, and they listen to them in order, too. Follow up a negative statement by ending on a positive note and see what a difference it can make!

7) Avoid jargon. Your clients and customers are seeking out your services because they know what you’re made of. They don’t want to listen to professional terms or words and phrases that they don’t understand. That will only give them a headache – and could actually backfire if you come across as being insincere or if you make them feel stupid for not understanding you. Instead, speak at your customers’ or clients’ level, sharing information that is relevant to your conversation and only using technical terms if you are certain your audience will understand.

8) Disagree in an agreeable way. It’s okay if your opinion is different from that of your customer or client. Every designer has been down this road, and we’ve all had a client who has wanted us to create something that absolutely makes us cringe. If you think you have a better idea, present it to the client by saying something like, “That’s a great suggestion, but have you considered this?” or “I like that idea, and I had another suggestion as well. Let me explain what I was thinking…” Don’t dwell on your problems with your client’s idea, but instead focus on the BENEFITS of YOUR idea. If you pitch your ideas right, your client might actually decide that they like your idea better. But even if they don’t, remember, it’s THEIR project. In the end, the client has the final say.

9) NEVER talk down to a client! Sometimes we use language that makes the other person feel like we are talking down to them, even if we didn’t mean to. Be very aware of your word choice during conversations, especially on the job. Don’t use words or phrases that could be potentially offensive or insulting, or trigger a negative emotional reaction (such as anger) from your customer. Examples that I have heard people actually say to customers before include: “I’m sure you won’t understand this, but…” or “Sir, you’re not listening…” How would you feel if you were in the other person’s shoes? Make sure the message you send communicates your true intention, rather than distracting the other person with what they perceive to be your intention.

10) Be confident, not arrogant. Different interactions call for different methods of communication. It’s not necessary to talk to a client the same way you would a co-worker or your spouse (in fact, I’m sure you can imagine some of the potential problems that might occur if we did!). Show your knowledge of your industry and the products and services you provide, but do it without using too much industry jargon, which could hinder your message if the other person doesn’t understand your word choices. Also, don’t get carried away using big words or distracting phrases. Speak at your client’s level , put them at ease with what you are saying, and illustrate to them how knowledgeable you really are – in a way that they will undoubtedly understand.

Put these steps into practice immediately, both on the job and at home. Did you see anything on this list that you could do better? Write down your own list of opportunities for improvement and begin proactively implementing changes today. Practice, practice, practice and you should slowly but surely start to see a turnaround in your interpersonal relationships – and your own attitude! If you follow these simple steps in every interaction, you should see an increase in the number of satisfied customers and clients.