Top 10 Things You Never Say to a Customer

Are there really only ten? 

I found this list, written by Bill Lampton, PhD, at Best Management Articles.

I had to chuckle as I read them because I have heard them or – GASP – said them at one time or another.  As employees we don’t always listen to ourselves and how our statements may come across to the customer.

Bill’s Top Ten List includes:

1. I’m surprised your haven’t heard about our product.
2. That’s not my job.
3. Sorry, it’s closing time.
4. To schedule delivery, let me see when I’m going to be in your neighborhood.
5. You’re the first person who has complained about our service.
6. Tell me your name again, and what the problem is?
7. If you buy this item, you’ll help me meet my sales quota for the month.
8. Walk through that door over there, turn left, take the escalator and you’ll be on the floor where we accept returned merchandise.
9. Gosh, I barley got here- had to drop my dog at the vet, traffic was terrible, and I’ve got this awful headache.
10. That’s against our policy.

Bill goes on to share why each statement is wrong and how you might reword the statement to be more acceptable from a customer’s perspective.

PERSPECTIVE.  What a great word.  As employees we may just be trying to be honest or folksy or friendly and honest, but in fact, our casual honest approach could be a turn off.  

Yes – it is closing time and yes, I am sure you want to go home.  You’ve been on your feet for 8 hours, you missed supper because the store was busy and you haven’t gone to the bathroom in four hours and the last cup of coffee is kicking in.

But who pays our paycheck? 

I would add a couple to Bill’s list:

11.  You look wonderful in that outfit, pair of glasses, 6″ heels. 

Rather than offer an empty compliment in hopes of a sale, be tactful but honest.  If it doesn’t look good and the customer buys it – someone in their life will say “Who ever made you think that was a good purchase?” 

Instead say: that’s a lovely dress and the cut is very trendy, however, we also have this in your size that I have a feeling will bring out the color in your eyes.  Steer them in a more appropriate direction.  Afterall, you are the expert and customers look to you for advice.

12.   If you are thinking about shopping around, don’t go to “XYZ” company.  They have really high prices, or poor quality. 

When we knock our competitors we make our ownselves look bad.  If the customer asks about the competition be honest but fair:  Yes XYZ has that same outfit, however, the last time I checked, we did offer it for a lower price. 

What things would you add to the list?