| Let's face it, some words have magical powers. | | | | me help you complete this" or even "don't forget |
| Just as "Open Sesame" magically opens the door | | | | to fill in today's date." She was so busy judging |
| to a new world, so too can other words and | | | | me she forgot to partner with me for a |
| phrases have similar effects on your customers | | | | successful transaction. In most service situations |
| and clients. This month we look at the power of | | | | our customers are looking for help, assistance and |
| words to create trust, allegiance and commitment | | | | perhaps some guidance. It wouldn't have been |
| in our customers and clients. | | | | hard for this teller to achieve the same result, a |
| Opening the Doors to Success | | | | properly filled in transaction slip, without alienating |
| Sometimes it’s the pleasant words we hear | | | | her customer. |
| as doors are opening, that make a difference to | | | | Mouthing a few choice words isn't enough. They |
| customers. For Nancy Graham of Berkeley | | | | must be genuinely meant. To utter phrases |
| Heights, New Jersey, who comes to San | | | | without heartfelt thoughts behind them rings |
| Francisco four times a year, it's the words | | | | hollow with others. Sincerity matters. So try to let |
| "Welcome Back to Campton Place Mrs. Graham, | | | | your body language, eye contact and gestures |
| we've missed you!" that make her feel special. | | | | reinforce the sentiment you are expressing. In |
| Then the hotel doorman inquires about her family | | | | part, that helps these comforting words become |
| as he opens the door to another wonderful stay | | | | magical. Even on the telephone or via e-mail, you |
| at this celebrated Union Square hotel in San | | | | can convey care, concern and sincerity. |
| Francisco. | | | | Consider these phrases which bring comfort, |
| Whether customers are greeted at the door, | | | | smiles and satisfaction to your customers' ears: |
| clients are welcomed over the phone or upon | | | | "We can fix it." |
| arrival at functions, those initial words are music | | | | This tells your customers that you are solution |
| to our ears. Research tells us we like the sound | | | | oriented and partnering with them for success. |
| of our own names. Are you greeting your new | | | | "We're sorry for your inconvenience." |
| and returning customers with favor and delight? If | | | | These magic words show awareness and concern |
| not, why not? It’s neither hard nor expensive. | | | | for your customers. |
| Missing in Inaction | | | | "Consider it done!" |
| Recently I dined at one of San Francisco's finest | | | | Tells customers you are there for them, |
| French restaurants. My companion and I had been | | | | protecting their interests and serving their needs. |
| looking forward to this night for weeks. Our night | | | | "We're delighted to serve you." |
| arrived, as did we, dressed in our finest attire. We | | | | Shows your organization values their patronage. |
| drove up, I gave the valet my car keys and we | | | | "Thank you for choosing us. It's our pleasure to |
| entered the restaurant. And then…nothing. | | | | serve you." |
| Nobody to greet us. Nobody to seat us. We were | | | | Shows you are indebted to your customers. |
| left alone at the front door. Diners at many tables | | | | "Please let us know what else we can do to |
| glanced our way, and returned to the comfort of | | | | make your experience a pleasurable one." |
| their meals and mates. As guests, we were made | | | | This phrase shows your availability and |
| to feel awkward, out of place and inconsequential. | | | | accountability to your clients. By being receptive |
| Finally, a passing waiter, with plates akimbo, smiled | | | | you show a confidence in serving others and |
| and promised that someone would be right there | | | | managing your client relationships effectively. |
| to greet us. Establishments know that they must | | | | "Welcome back. We've missed serving you." |
| manage the entire experience of their patrons, | | | | We cherish long term relationships and relish your |
| from the initial phone call to the follow up after an | | | | repeat business. |
| interaction or event. Sometimes a few | | | | These aren't words like the phrase Robert |
| well-chosen words of ours can assuage | | | | Redford used in the movie The Hot Rock, when |
| customers' feelings, inducing comfort and care on | | | | his utterance of "Afghanistan Banana-Stand" put |
| the part of their clientele. Develop key phrases to | | | | bank personnel into a trance. What gives your |
| help your customers feel comfortable about their | | | | words magical powers are the thoughts and care |
| relationship with you. | | | | behind them. These words engender trust. These |
| Bad Form…Customer or Teller? | | | | phrases build allegiance and strengthen |
| I was at a bank recently when a teller abruptly | | | | commitment. When you're prepared to walk your |
| pointed out "you forgot to fill out your deposit slip | | | | talk your customers will magically reappear again |
| correctly." I suddenly felt as though I were back | | | | and again. Treasure your customer exchanges |
| in grade school. Her words stung like a bee. Her | | | | and you and your customers can share the |
| remark felt so judgmental. If only she'd said "let | | | | reward of repeat business. |