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How to Omit Failure from Your Vocabulary

Dec 8, 2007
Do remember hearing this saying when you were a kid: "Sticks and stones will break my bones; but, words can never hurt me"? As a child, you needed to believe those words, to protect your heart and maintain your self esteem. However, in the business world, words can definitely hurt. If you want to omit failure from your vocabulary, seven words or phrases must be erased from your business language: forgot, blame, excuse, curse, do not care, will not do, and no.

Telling you customer or client that you forgot to do what you agree upon can be fatal to an otherwise successful business. While it may seem like a simple mistake to you, the message your customer or client receives can cost you a potentially faithful long-term customer. You simply forgot. Your consumer hears, "my needs are unimportant. I am unimportant." As a result, he/she will probably take business to your competitor, in order to feel valued.

If you want your customer to feel valued, do not play the blame game. Coming off as insincere at best, you customer will perceive you as unprofessional and unable to employ responsible workers. You are the boss. You are in charge! Do not blame, fix! The customer does not care who is at fault. He/she wants the promised service or product.

Deliver on the product or service, and do not waste the customer's time making excuses. If you do make a mistake, be honest. No excuses! A customer can smell an excuse from miles away. However, if you are truthful, you consumer is more likely to appreciate your honesty, giving you the opportunity to make things right.

If you hope to make circumstances right, watch your language. Even though it is not directed at the customer, cursing is so unprofessional and counterproductive. Customers will be more likely to return, even if a problem has occurred, if you have the ability to deal with a situation with grace under pressure. Cursing is simply offensive, and your consumers are apt to take their business to a competitor who can handle business, both good and bad.

Bad business is to give your customer the impression that you do not care. Should you find yourself in the position of arguing with a customer, never say, "I do not care!" In fact, do not even convey that message with negative body language or insinuations. As quick as lightening, your customer will visit the competition and find someone who will care.

Similar to the message of not caring, do not simply tell your customer that you will not do something they have requested. If the request is impossible or totally unreasonable, offer an equitable solution or a workable alternative. Oftentimes, you client will come into the business with a preconceived idea of what he/she wants or needs. You job is to provide what is expected or present an idea you consumer has not even considered.

In addition to refusing to comply with your customer's wishes, never say "no". A short, curt "no" is final. You have effectively shut off all lines of communication. Keep the dialogue open. Work with the customer to find the answer.

So, if you want to be successful in sales and marketing, you must erase the seven fatal words and phrases from your vocabulary. You are in business to provide a product or service. Eliminate the negative, accentuate the positive, and watch your business grow.
About the Author
Paul Sutherland is an Accelerated Business Growth Coach. His company - Daniel Thomas International - www.dti.eu.com helps corporate and SMEs to grow their businesses with tried tested and proven techniques and strategies, increasing their bottom line profits in 90 days or less?

Pick up a FREE copy of "The 7 Big Mistakes" report when you visit the site and request a FREE 45 minute consultation.
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