What phrases shouldn't be said to clients: they scare them away for a long time

An attentive manager will figure out how not to scare off a client

The phrase "the customer is always right" is not entirely accurate, but it basically points to the main thing in communicating with someone to whom you provide services or sell goods - the person must feel sufficient respect and attention. This should be at the forefront of your mind if you want people to come back to you again and again. And that's why it's important to know what you should never say to customers.

LABA Business School has compiled a dictionary of forbidden phrases. And explained what's wrong with them.

"Let me handle this"

An overly formal approach can give the client a sense of unprofessionalism from a manager trying to get rid of a difficult client. It's better to immediately show what steps you plan to take to solve their problem than to make them wait for a response to their request. And don't hesitate to ask clarifying questions, as they will help make the result as accurate as possible.


Any refusal, even if it is justified, is likely to lead to the loss of a client. It is better to offer an alternative. At the same time, the alternative should meet the request and not create the illusion that you are trying to sell anything, even unnecessary. Work on satisfying the client's needs, and they will be happy to come back to you.

"I can't help you"

This way you will demonstrate your helplessness to the client and may even provoke aggression. They will definitely leave such a manager for their competitor. It is better to show empathy and demonstrate a desire to find an individual solution to the client's issue. Give him recommendations on possible alternatives, look for favourable options for him. If the request is really impossible to satisfy, emphasise that you have spent a lot of time and are very sorry that you could not do it.

"You are wrong / Let me correct you"

People don't like to be corrected and made to look stupid, so this kind of wording is taboo. It's better to formulate your opinion not as a correction, but as an explanation of the subtleties and nuances. This way, the client will perceive you as an expert who wants to help them figure things out in private, not as a teacher who gives them a low grade.

"A thousand apologies"

It is important and necessary to apologise, but the main thing is that an apology for a mistake does not sound like an empty formality. The best way to demonstrate this is by immediately fixing the problem or offering the customer some kind of compensation. And don't take dissatisfaction personally. As a rule, it is caused by the problem, not you.

"This issue is not within my competence"

It is possible that you are not really authorised to deal with the type of issue the client has raised. If this is the case, instead of absolving yourself of responsibility, take a moment to look into the issue further and come up with a solution. Or try to find someone who can help with the problem better.

"Can I give you any advice?"

Once upon a time, such "concern" for the client seemed like the height of politeness. In fact, it's a manifestation of obsession that is unlikely to improve a person's mood. It is better to tell the client that if they need you, you will be nearby and will be happy to answer all their questions.

Earlier, OBOZREVATEL told what phrases you shouldn't say to a crying child.

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