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

The phrase "the customer is always right" is not entirely accurate, but it basically indicates the main thing in communicating with someone to whom you provide services or sell goods: a person should feel sufficient respect and attention. This is what should be at the forefront 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.

"No"

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 be relevant to the request and not create the illusion that you are trying to sell anything, even unnecessary. Work on satisfying the customer's needs and they will be happy to come back to you.

"I can't help you"

This is how you demonstrate your own helplessness to the client and may even cause them to become aggressive. Such a manager will definitely leave for his or her competitor. Instead, show empathy and demonstrate a desire to find an individual solution to the client's issue. Give him recommendations on possible alternatives, look for favorable options for him. If the request is really impossible to satisfy, emphasize 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 phrase 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 it out on their own, not as a teacher who gives them a low grade.

"A thousand apologies"

It is important and necessary to apologize, 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 may well be that you are not really authorized to resolve the type of issue the client has asked you. If this is the case, instead of absolving yourself of responsibility, take a break to explore 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 some advice?"

Once upon a time, such "care" for a customer seemed like the height of politeness. In fact, it's a sign of intrusiveness that is unlikely to improve a person's mood. It's better to tell the client that if necessary, you will be near them and will be happy to answer all their questions.

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